Freshchat
Connect your AI support agent to your Freshchat workspace and existing Freshchat live chat widget (Conversations Widget) on your website.
Last updated
Connect your AI support agent to your Freshchat workspace and existing Freshchat live chat widget (Conversations Widget) on your website.
Last updated
You can now integrate your AI support agent directly into Freshchat for a seamless AI experience.
The Freshchat integration is available on all paid plans, see pricing.
There are several reasons why you should use your My AskAI within Freshchat:
You can add more knowledge to your AI agent in addition to your website and Freshdesk help center by using our connections, live data or file uploads.
You don't have to add any code to your site to get your AI agent live, just connect our app and you're ready to go.
As well as an AI agent, you get all our other features like Improve, Insights, Email Assistant, Site Search, Private (Internal) mode, Integrations with Slack and more.
While Freshchat has its own AI agent (called "FreddyAI"), it can be more expensive, up to twice the price of My AskAI per conversation (we also think ours is smarter, but we'll let you be the judge!)
Ensure that you have turned off Freddy before completing these steps.
Login to your Dashboard and go to Channels.
Once enabled you will see "Add to live chat apps" appear, click on the Freshchat icon.
To connect your Freshchat account enter your API key and Chat URL. To find these in your Freshchat dashboard go to: Admin Settings > Marketplace and Integrations > API Settings > API details for chat > "Your API key" OR "Your chat URL" Once you have both of these values, enter them into their respective fields and press the "Connect your Freshchat account" button.
If you need to create an API key you can do so by following the instructions here.
When connected the button will change to say "Freshchat account connected".
You now need to create a new webhook, to do this in your Freshchat dashboard go to: Admin Settings > Marketplace and Integrations > Conversation Webhooks Then toggle the webhook from Disabled to Enabled.
Once enabled, copy the webhook address from My AskAI and paste it into Freshchat's webhook field, then enter your email for failure notification alerts and click save. Webhook address: https://myaskai.com/api/1.1/wf/freshchat-webhook
You do not need to do anything with the authentication header key
To confirm the webhook has been set up correctly, send a test message to your Freshchat widget.
This message will be confirmed as received when you see the "Webhook successfully setup" message appear in your My AskAI setup page.
Your AI agent is now connected to Freshchat and will be providing "note" responses (not directly to customers).
There are 3 ways you can use your AI agent within Freshchat:
Toggle conversational replies "on" by going to your Dashboard then Channels > Freshchat clicking the "Reply directly to customers" button.
That's it! Your Freshchat will now automatically respond to user queries using your AI agent's knowledge.
New conversations start (and are transferred back to the AI agent) after:
A conversation is resolved AND the “threading interval” has passed (which can be customised per Topic)
You can set the agent to automatically create AI note responses for you to use instead of replying directly to the user, to do this:
Toggle note replies "on" by going to your Dashboard then Channels > Freshchat clicking the "Reply with 'notes' for admins" toggle.
That's it, now when someone talks with your Freshchat you will see the AI response appear as a note you can use to help with your reply.
If, at any time, the user wishes to be passed over to a person to continue the conversation, all they need to do is say so, saying "Talk to a person" (or similar words to that effect).
Once the conversation is passed over to the human, the AI will not respond again until the agent hands back control to the AI.
When the AI agent cannot answer a question, it will also prompt the user to type "Talk to a person" to make it obvious they can speak to a person.
As part of the handover, the AI agent will summarize the conversation so the agent can pick up where the user left off so there is no repetition or frustration.
You can give control or take back control from the AI at any time, here's how:
Just reply to any open conversation as an admin/agent and the conversation's control will be taken from the AI agent.
Turn on the toggle switch for Workflow/Triage settings
Decide on a trigger phrase to use for your AI workflow handover button, type it into the field below the toggle switch and include this as the text in a button in your workflow (example workflow below for "Speak to AI" as the trigger phrase).
This phrase must exactly match the pre-defined button you are going to use in your workflow message.
Ensure you end the AI workflow with "Make available for assignment".
Your AI agent will now only begin responding after the "Speak to AI" button has been pressed.
To stop your AI agent from replying to a specific set of phrases in Freshchat, share with us a list of the phrases you would like to block via email and we will update your bot with these.
(Available on Pro accounts and above).
You can auto-close tickets in Freshchat (that have not been transferred to a person) after a certain time period without a response to an AI agent's response by:
Going to Channels > Add to live chat apps and click on the Freshchat icon
In the pop-up, scroll to "Use inactivity auto-close settings" and toggle "Automatically close a conversations" to the On position
Set the amount of time you want the ticket to close after (by default this is 60 mins)
(Optional) You can also set a message to send automatically when the ticket closes notifying the user the ticket will be closed.
These changes will go live immediately.
Yes, your AI agent will use responses given by customers to workflow questions as context for its responses.
This is a great way to improve the accuracy of your AI agent's responses and ensure a better user experience.
You can prevent "instant" human handover on the 1st message in a conversation on Freshchat by navigating to Channels > Freshchat and then toggling the "Ask for more information before handover" feature.
This option is on by default.
When a user tries to handover immediately they will be asked to provide more information first. On any subsequent messages, they can initiate a handover to an agent.
You can use the Freshchat integration to use your AI agent directly within:
Instagram DMs
Facebook Messenger
SMS
It will retain all the same features of the Freshchat agent, including human handover, but within the respective platforms.
You can use the My AskAI Freshchat integration as long as you are on a Freshchat Pro plan or above.
