Freshchat (Deprecating)
Last updated: May 6, 2026
Connect Freshchat to let Aissist work inside chat conversation workflows.
With Freshchat, Aissist can:
draft or send replies
apply tags
create summaries
detect when human follow-up is needed
Before you start
Make sure you have:
Freshchat admin access
your Freshchat account name
your Freshchat API key from Admin Settings → API Settings
Create the Freshchat gateway
Go to Deploy → Gateways.
Click Add Gateway.
Choose Freshchat.
Name the gateway.
Connect to Freshchat
Enter:
Chat URL — your Freshchat account name, such as
your-accountAPI Key — your Freshchat API key
Then click Connect to Freshchat.
This connection:
validates your credentials
loads account details
loads the available agent list
loads the available channel list
sets all channels as managed by default
See Freshchat API authentication for more detail.
Configure the webhook
Freshchat requires manual webhook setup.
Go to Freshchat → Settings → Admin Settings → Marketplace and Integrations.
Click Conversation Webhooks.
Enable webhooks.
Set the webhook URL to:
Save the configuration.
Unlike Freshdesk, Freshchat does not create this webhook automatically. You must configure it manually.
Create the conversation property
Freshchat also requires a custom conversation property for tags.
Go to Freshchat → Settings → Admin Settings → Configuration and Workflows.
Open Conversation Properties.
Add a Single line text field.
Set:
Label:
tagsInternal Name:
cf_tags
Save the property.
This property lets Aissist write conversation tags back into Freshchat.
Select the actor
Go to Agent Setting and choose the Freshchat agent identity that Aissist should act as.
The gateway cannot be saved until an actor is selected.
Configure routing
Freshchat gateways use channels as the managing scope.
Choose which channels Aissist should handle.
Save the gateway
Before saving, make sure:
the gateway name is set
the webhook is configured
the
cf_tagsproperty existsan actor is selected
Choose the operating mode
During setup, choose the operating mode:
Auto-Pilot — Aissist replies automatically
Co-Pilot — enables in-note command
Start with one narrow workflow.
Run Auto-Pilot for a short period, review the results, optimize Aissist, then gradually increase Auto-Pilot time.
How Aissist works in Freshchat
Aissist can support the Freshchat workflow in several ways.
Reply
Aissist can reply automatically inside the selected workflow.
Tag
Aissist can apply tags automatically to help organize chats and trigger routing rules.
Summary and handoff
Aissist can summarize the conversation and detect when a human should take over.
Supported events
The Freshchat gateway can process:
message events
agent assignment events
It supports both user messages and agent notes.
Best practice
Start with one channel and one repeatable workflow.
Run Auto-Pilot for a short period, review the results, optimize Aissist, then gradually increase Auto-Pilot time.
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