Freshchat

🚀 How to Set Up a Gateway to Freshchat in Aissist

Connecting Aissist to your Freshchat workspace is quick and easy! Here's how:

Create the Gateway

  • In your Aissist console, go to Deploy → Gateways from the left-hand panel.

  • Click "Add Gateway."

  • Choose Freshchat from the list of platforms.

  • Follow the on-screen instructions to complete the setup.

🔧 Detailed Setup Process

Prerequisites

  • Freshchat Admin Access: Admin access for your Freshchat account

  • Freshchat Account: Your Freshchat account name (e.g., your-account for https://your-account.freshchat.com/v2)

  • Freshchat API Key: Generated from Admin Settings → API Settings

Step 1: Create a New Gateway

  1. Navigate: Console → Deploy → Gateways → Add Gateway

  2. Select platform: Freshchat

  3. Name the gateway (e.g., "Chat Support AI")

Step 2: Connect to Freshchat

In the "Freshchat Connection" section, enter:

  • Chat URL: Your Freshchat account name (e.g., your-account)

  • API Key: Your Freshchat API key

Click "Connect to Freshchat". The Console will:

  • ✅ Validate credentials and fetch account info

  • ✅ Load the Freshchat agent list

  • ✅ Load the Freshchat channel list

  • ✅ Set all channels as managed by default

Notes:

Step 3: Setup Webhook (Required)

Manual Webhook Configuration Required:

  1. Go to Freshchat → Settings → Admin Settings → Marketplace and Integrations

  2. Click "Conversation Webhooks"

  3. Enable Webhooks

  4. Fill in the webhook URL: https://gateway.aissist.io/gateway/freshchat/endpoint

  5. Save the webhook configuration

Important: Unlike Freshdesk, Freshchat requires manual webhook setup. The webhook will automatically send conversation events to Aissist for processing.

Step 4: Create Conversation Properties (Required)

Create Custom Property for Tags:

  1. Go to Freshchat → Settings → Admin Settings → Configuration and Workflows

  2. Click "Conversation Properties"

  3. Drag and drop a "Single line text" to the property list

  4. Set the following:

    • Label: tags

    • Internal Name: cf_tags

  5. Save the property

Purpose: This custom property enables the AI agent to automatically tag conversations based on their content and context.

Step 5: Select Actor (Required)

  1. Go to "Agent Setting"

  2. Choose the agent identity from the loaded agent list

  3. This populates the gateway's actor information (entity_id and entity_name)

  4. The Create/Save button is disabled until an actor is selected for Freshchat

Step 6: Configure Managing Scope

  • Managing Channels: Check which Freshchat channels to manage (defaults to all)

Step 7: Save the Gateway

Ensure:

  • ✅ Gateway name is present

  • ✅ Webhook is configured in Freshchat

  • ✅ Conversation property cf_tags is created

  • ✅ Actor is selected

🤖 Choosing Between Auto-Pilot and Auto-Draft

  • Auto-Pilot: Aissist automatically drafts and sends replies to conversations.

  • Auto-Draft: Aissist drafts responses for human agents to review and send.

  • Co-Pilot: Enables in-note command functionality.

👉 Learn more about Auto-Pilot, Auto-Draft, and Co-Pilot modes here.

💬 How Aissist Works in Freshchat

Once integrated, Aissist works just like a human agent—creating responses, drafts, comments, tags, and summaries—seamlessly inside Freshchat.

✉️ Auto-Response

Aissist generates the best possible reply based on your available information, giving customers quick and accurate answers to their chat conversations.

📝 Auto-Draft

Instead of sending automatically, Aissist can prepare draft responses for your human agents to review, edit, and send when ready.

🏷️ Create Tags

Aissist automatically generates helpful tags based on the conversation context, making it easier to organize and manage chat engagements.

🤝 Streamline with Human Agents

Aissist can detect when a human follow-up is needed and escalate the conversation—ensuring no important chats or issues are missed.

📄 Create Summaries

Aissist creates a concise summary of each conversation, highlighting next steps and any unanswered questions to bring human agents up to speed faster.

🎯 Supported Events

The Freshchat gateway automatically processes the following events:

1. Message Events

  • Trigger: When new messages are sent in conversations

  • Types: Handles both user messages and agent notes

2. Agent Assignment Events

  • Trigger: When conversations are assigned to AI agents

With this setup, your Freshchat gateway will be successfully connected to Aissist, enabling intelligent conversation handling, automated responses, and enhanced customer service capabilities!

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