> For the complete documentation index, see [llms.txt](https://doc.aissist.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.aissist.io/gateways/freshchat-deprecating.md).

# 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

1. Go to **Deploy → Gateways**.
2. Click **Add Gateway**.
3. Choose **Freshchat**.
4. Name the gateway.

#### Connect to Freshchat

Enter:

* **Chat URL** — your Freshchat account name, such as `your-account`
* **API 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](https://developers.freshchat.com/api/#authentication) for more detail.

### Configure the webhook

Freshchat requires manual webhook setup.

1. Go to **Freshchat → Settings → Admin Settings → Marketplace and Integrations**.
2. Click **Conversation Webhooks**.
3. Enable webhooks.
4. Set the webhook URL to:

```
https://gateway.aissist.io/gateway/freshchat/endpoint
```

5. Save the configuration.

{% hint style="warning" %}
Unlike Freshdesk, Freshchat does not create this webhook automatically. You must configure it manually.
{% endhint %}

### Create the conversation property

Freshchat also requires a custom conversation property for tags.

1. Go to **Freshchat → Settings → Admin Settings → Configuration and Workflows**.
2. Open **Conversation Properties**.
3. Add a **Single line text** field.
4. Set:
   * **Label**: `tags`
   * **Internal Name**: `cf_tags`
5. 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_tags` property exists
* an actor is selected

### Choose the operating mode

During setup, choose the operating mode:

* **Auto-Pilot** — Aissist replies automatically
* **Co-Pilot** — enables [in-note command](/tutorial/in-note-command.md)

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.