Freshchat Integration

The Freshchat Integration allows you to connect your Copilot with Freshchat for seamless conversation management and human handoff. Follow the steps below to configure the integration and enable smooth interaction between Copilot and Freshchat.

---

Setting Up Freshchat Integration

Open Freshchat Integration

• Navigate to the Integrations tab in your Copilot dashboard.

• Locate the Freshchat Inbox card and click Setup Now.

• Click Continue to proceed to the next step.

  Click 'Setup Now' to configure Freshchat integration.

  Click on 'Continue' to proceed.

---

Enter Account Details

You’ll need to provide the following information:

• Chat URL Subdomain:
  Enter the subdomain found in the "API Details for Chat" section under "Your Chat URL" in Freshchat settings.

  • Example: If your chat URL is https://xyzcompany.freshchat.com/v2, enter xyzcompany.

• API Key:
  Enter the API Key found in the "API Details for Chat" section under Freshchat API settings.

  Enter your Freshchat API Key and Subdomain details.

---

How to get Account Details

1. Log in to Your Freshchat Account
   Access your Freshchat account to begin retrieving the required credentials.

   Log in to your Freshchat account.

2. Go to API Settings in Admin Settings

   • Navigate to Admin Settings in the Freshchat dashboard.

   • Select Marketplace and Integrations from the available options.

   • Then click on API Settings to access the required details.

     Access 'Marketplace and Integrations' in Admin Settings.

3. Copy API Key and Chat URL

   • Find your API Key and Chat URL Subdomain under "API Details for Chat."

     Copy your API Key and Chat URL from Freshchat settings.

     tip

     Keep your API Key secure and do not share it with unauthorized personnel. This key ensures the secure connection between Copilot and Freshchat.

4. Paste API Key and Chat URL

   • Return to the Copilot Integration Setup screen.

   • Paste the API Key and Chat URL Subdomain into the respective fields.

   • Click Continue to proceed.

     Paste the copied API Key and Chat URL in the integration setup screen.

5. Select a Topic

   • Choose a topic from Freshchat to map with Copilot. This enables conversation syncing under the selected topic, such as Chat with Us or Support.

     Map a Freshchat topic with Copilot.

6. Set Webhook URL

   • Copy the webhook URL generated by Copilot.

     Copy the webhook URL generated by Copilot.

   • Go to Admin Settings > Webhooks in Freshchat.

     Click on conversation webhook

   • Paste the Copilot webhook URL into the Freshchat webhook settings.

     Paste the Copilot webhook URL

7. Save Integration

   • Click on Save Integration to finalize the setup.

   Save the integration to complete setup.

---

Benefits of Freshchat Integration

• Human Handoff:
  Enable seamless transfer of unresolved conversations from Copilot to Freshchat agents for manual intervention.

• Streamlined Support:
  Enhance customer support by combining AI-powered chat with human-assisted responses.

---

note

Make sure your Freshchat account has the correct API Key and Chat URL to avoid integration issues. Double-check that the API Key and Chat URL are pasted correctly to ensure smooth communication between Copilot and Freshchat.