Freshdesk is handles emails/facebook messages well, but Freshchat's bot tools are TERRIBLE. It says they have some 'ai' bot but it's just shocking. Even the basic programmed bot is awful, it has no ability to keep a particular flow. You plan a flow to collect an email then name and then a message, but if the email is typed wrong it'll just forget the whole flow and give up.... it constantly fails to accept a name and then gives up, there are no usable trigger options, no ability to identity the user from their logged-in wordpress account, no option to have button links to urls (just to messages), and you can't have on-the-fly online/away/offline modes. It's such a shame as freshdesk is good but their chat app is rubbbbbbbish.