# Freshchat

### 🚀 How to Set Up a Gateway to Freshchat in Aissist

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

<details>

<summary>Create the Gateway</summary>

* 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&#x20;
* ✅ Load the Freshchat agent list
* ✅ Load the Freshchat channel list
* ✅ Set all channels as managed by default

**Notes:**

* Here is a Freshchat [documentation](https://developers.freshchat.com/api/#authentication) about account and API key

***

#### 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

</details>

<details>

<summary>🤖 <strong>Choosing Between Auto-Pilot and Auto-Draft</strong></summary>

* **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](/tutorial/in-note-command.md) functionality.

👉 Learn more about Auto-Pilot, Auto-Draft, and Co-Pilot modes [here](/tutorial/auto-pilot-auto-draft-co-pilot.md).

</details>

***

### 💬 How Aissist Works in Freshchat

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

<details>

<summary>✉️ Auto-Response</summary>

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

</details>

<details>

<summary>📝 Auto-Draft</summary>

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

</details>

<details>

<summary>🏷️ Create Tags</summary>

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

</details>

<details>

<summary>🤝 Streamline with Human Agents</summary>

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

</details>

<details>

<summary>📄 Create Summaries</summary>

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

</details>

<details>

<summary>🎯 Supported Events</summary>

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

</details>

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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