Freshchat

Overview

The Freshchat integration enables seamless handoffs from your AI agent to live support agents in Freshchat. When a customer needs human assistance or explicitly requests it, the conversation transfers to Freshchat with full context preserved.

This is ideal for teams that want AI to handle most inquiries but need a reliable escalation path for complex issues.

Available Actions

Prerequisites

Before setting up the Freshchat integration, you'll need:

• A Freshchat account
• Admin access to generate API credentials
• Your Freshchat domain

Setup Instructions

Step 1: Get Your API Key

1. Log in to your Freshchat account
2. Go to Admin → API tokens
3. Click Generate Token
4. Copy the generated API token

Step 2: Enable in ChatSpark

1. In ChatSpark, go to AI Actions
2. Find Freshchat in the Library and click Enable
3. Select the chatbot(s) that should have access
4. Enter your Domain and API Key
5. Click Save

Configuration Fields

Testing Your Integration

After setup, test the integration:

1. Open your chatbot widget
2. Try asking: “I need to speak with a human”
3. The AI should initiate a handoff to Freshchat

Other trigger phrases:

• “Connect me to support”
• “Talk to an agent”
• “Can I speak with someone?”

Troubleshooting

Handoff not working

Ensure agents are available in Freshchat to receive conversations. If no agents are online, the handoff may fail or queue.

Invalid API token

Generate a new API token in Freshchat if your current one has expired or been revoked.