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How do I....?

Using Freshchat

  • 24 Topics
  • 37 Replies

24 Topics

Nenni
Apprentice
NenniApprentice
asked in How do I....?

Agent View of tickets when they are the requester

Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer?  

1
srikanthkarunakaran
16 hours ago
F
Apprentice
fieldshapeApprentice
asked in How do I....?

FreshChat Conversation Email

This feels basic but I’m really struggling!I have a few chatbots setup for our website that give or gather different pieces of information (like customer details) and resolve the chat. Works great and fully automated. We have no live agents and don’t need any in our case.I’d like the transcripts / conversations send out by email to a specific address though so that a human can follow up on each at a later point. The conversation will have any information needed.We don’t use FreshDesk and have a specialist CRM/ticketing platform so email fits for now.I’m on the Growth Plan. I can see there is an app called Advanced Automations which might help but I need Pro or Enterprise to use it which is a lot of extra cost to get an email notification.Thanks for any help.

3
srikanthkarunakaran
5 days ago
G
Apprentice
Grant24Apprentice
asked in How do I....?

Freshchat disconnecting

Is anyone else getting the below error? I have confirmed with our ISP that the problem is on Freshchats side. I have tried multiple browsers on multiple machines same problem.  

4
srikanthkarunakaran
10 days ago
Vimala B K
Apprentice
Vimala B KApprentice
posted in How do I....?

ticket_sidebar app: Controling size of the iframe

Hello,I am developing an app for the ticket_sidebar.  Are we able to control the vertical height of the app's panel? By default my app opens to a fairly small area.  This forces the user to do a lot of scrolling.I tried using client.instance.resize({height:"500px"});, but it didn’t workIs resizing the ticket_sidebar app in freshchat is possible or not, if yes then how do we proceed with it?Thanks,

1
thakurganeshsingh
Community Debut
11 days ago
S
Apprentice
santhoshApprentice
asked in How do I....?

Can integrate Freshchat with Custom software developed by other organizations?

Hi All,I am new to Freshworks. As we are tried to use Freshchat we could not find proper solution to integrate with our software. We explained our requirements with Freshworks customer support team. Still, we have not received any response from them. Might be difficult to understand them (as they are supporting people). Our need is to integrate with other software data:Assume there is some other applications have large amount of data. (For ex: NSE - stock market API) We have an application (hub) to configure multiple details to connect/fetch NSE data with proper credentials. Periodically, we are sending (WhatsApp) notifications to our (registered into hub) customers by TEXT, IMAGE, PDF, etc., using NSE data Here we are using our customer’s Facebook Business account credentials to send notifications by WhatsApp. We are receiving multiple requests from customer(brokerage agencies) who are not having/ not ready to register with Facebook business account. So, we planned to send notificati

0
S
Apprentice
13 days ago
DAWhisman
Apprentice
DAWhismanApprentice
asked in How do I....?

How to respond directly to SENDER e-mail address in Fresh Chat?

I am new to Fresh Chat.  Evaluating the product in a trial period.  I have one of our company e-mail addressed integrated into Fresh Chat -- forwarder setup per instructions.  However, I notice when receiving those messages in Fresh Chat that the FROM e-mail address that is coming into Fresh Chat is our e-mail address and not the e-mail address of the actual sender.  I see same behavior when someone submits a request on our website with our Gravity Form.Is it possible to configure Fresh Chat so e-mail messages can be responded to directly inside Fresh Chat without having to copy and paste the original sender’s e-mail address into Fresh Chat?

1
srikanthkarunakaran
17 days ago
jbobbermen
Community Debut
jbobbermenCommunity Debut
asked in How do I....?

Chat popup on page load

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:  

3
jbobbermen
Community Debut
27 days ago
Margaret
Apprentice
MargaretApprentice
posted in How do I....?

Is anyone else in North America having an issue with FreshChat?

For about the past half hour, FreshChat messages have been blinking in and out for us, I reached out to FreshChat support through their chat and haven’t heard anything.  Anyone else?

2
Surya_narayanan
Community Debut
1 month ago
MrCresswell
Community Debut
MrCresswellCommunity Debut
asked in How do I....?

Agent Cannot Send Emails

Good Afternoon, Please can you assist in this query. I have had an agent who is unable to send out any emails he receives. The agent is able to see the tickets be raised in FreshDesk, however is unable to respond to any of them as they are undeliverable. Please can you assist. I have deleted the user and re-added them however this has not resolved the issue. Any help  is appreciated.As a follow up on this ticket - I then attempted to respond to this email however it is also undeliverable.

1
Yusuf Ahmed
Community Manager
2 months ago
Medula
Apprentice
MedulaApprentice
asked in How do I....?

Help with chatbot (FAQs)

Hello,I’m new to Freshworks in general, and need help with Chatbot. I’m having a difficult time finding a documentation or proper instructions on how to integrate FAQs in Chatbot, so that the customers will click the question in chatbot and receive answers without the involvement of support team.If any of you have a documentation or a set of instructions on how to do it, I’d be very thankful. 

1
Surya_narayanan
Community Debut
3 months ago
markomagic
Apprentice
markomagicApprentice
asked in How do I....?

Can I manage ticket conversations via outlook email?

HiI’m a Freshdesk ‘newbie’. We are using the platform as a helpdesk to manage some contract creation with our various clients. It’s useful to keep the audit trail of all the dialogue, search for past work etc. My question is actually simple. I have set up freshdesk to send notification emails to my preferred email address. I would prefer to manage the ticket dialogue with the customer via email, rather than login to the web URL.Is there a way that I can have a two-way dialogue via email (outlook) and the emails all drop into the ticket audit trail?If not, does Freshdesk have a desktop app that I can use to manage the tickets, rather than login to the web url?ThanksMark

1
Nathalie590
5 months ago
RoryM
Apprentice
RoryMApprentice
asked in How do I....?

Can't access account settings

I haven’t logged into my account in a while and when I did so today, I had lost all access to the settings of my chat widget.I’m on the free plan and the only setting available to me is billing.I’ve no idea where all the other settings have gone. Has anyone encountered this before and know how to rectify it? Thanks  

1
Surya_narayanan
Community Debut
7 months ago
A
Apprentice
ajguzmanApprentice
asked in How do I....?

How to get and send geolocation from whatsapp in chatbot

We would like to know if it's possible to get user geolocation for  whatsapp in a chatbot in order to used those coordinates in api to send it the nearest office location also as geolocation.

1
Surya_narayanan
Community Debut
7 months ago
Q
Apprentice
qijuseApprentice
asked in How do I....?

Modifying Ticket Field "Type"

Hi Whenever i try to modify the ticket field type and save, i get an error message There is no level_1 matching the given id `6`Any ideas why? Thanks!

2
FBFTS
Community Debut
7 months ago
CareShield
Apprentice
CareShieldApprentice
asked in How do I....?

Office 365 integration with Freshchat

I have Freshsuite with FreshChat.Freshsuite is linked to Office 365 and works brilliantly to enable the team to book sales activities on their calendars.However, we can’t seem to link this with the chat function.Is there a work around?

1
Surya_narayanan
Community Debut
9 months ago
mike967
Apprentice
mike967Apprentice
asked in How do I....?

How can I change freshchat Help-Icon image src

This is the desired result. I changed the img src locally to switch from the default interrogation mark img 

1
Surya_narayanan
Community Debut
9 months ago
Mykola Zhuravel
Skilled Expert
Mykola ZhuravelSkilled Expert
asked in How do I....?

Anyone else facing issues with messages not appearing in Freshchat web-widget?

Hey there, fellow Freshchat users!I hope everyone is doing well. I wanted to reach out to see if any of you have come across a peculiar issue while using Freshchat's web-chat widget. We've been facing a problem where our agent's messages are not visible to customers. It's like our responses are disappearing into thin air!Here's what happens: Our agent types out a reply, but the customer responds with things like, "I can't see any writing" or "Hello, anyone there?". It's frustrating because it seems that the customers aren't receiving our messages at all.We reached out to the Freshchat support team, and they told us that no other users have reported this issue. But we're really curious to know if any of you have experienced something similar. Are we alone in this? 😿

2
Mykola Zhuravel
Skilled Expert
9 months ago
CareShield
Apprentice
CareShieldApprentice
asked in How do I....?

Freshsales Suite chat to FreshDesk ticket

I'm trying to find a way to “resolve and create a ticket” in a chat bot.I have linked Freshdesk and Freshsales suite, but it appears to be all or nothing. i.e. ALL conversations are resolved as tickets or the agent has to do it manually.Is there a way to create a ticket based on chat input for some chatbot flows and not others?example scenario:Client requests a call from a support team member - the chatbot creates a ticket in helpdesk and resolves the chat.

3
F
Community Debut
9 months ago
Ali Elshazly
Apprentice
Ali ElshazlyApprentice
asked in How do I....?

Freshchat auto idle message

Hello All, Is there a way to auto send an idle message to the customer who is exceeding 5 minutes to respond to the message on FreshChat? For instance, “This conversation will be closed in 5 minutes if you didn’t respond, you can start a new conversation anytime.”

1
Surya_narayanan
Community Debut
10 months ago
Autonomous
Apprentice
AutonomousApprentice
asked in How do I....?

Live Chat - Resolve chat experience

We have a big issue when solving that chat if the customer is away for more than 5 mins. The display chat box only show this survey and hide the last message from agent. While this is a customer failure cus they are away but they still click option “No” since they’re not able to see the last message from agent & there is no reply box.I think FreshChat should move this survey to the top in order to not hide the last message & display the reply box at the bottom as usual. ThanksMia 

2
Autonomous
Apprentice
10 months ago
kevin.c
Apprentice
kevin.cApprentice
posted in How do I....?

Filter Conversations From Labels

Hi Freshworks Team,We have a customer that wants to filter conversations based on labels. So if we filter based on the Feature Request label, conversations that have been labeled as Feature Request can be shown in the chat list.The ability to make a custom view by the label.Thank you.

1
app54
Community Debut
1 year ago
O
Community Manager
Olivia BCommunity Manager
posted in How do I....?

[UX Update] New Labels for Default and Custom Views in Inbox - LIVE

We're happy to let you know that we've implemented new labels for default and custom views in the Conversation Status section of the Inbox. These labels are designed to enhance the customer request categorization process, making it easier for agents to keep track of their workload and prioritize tasks based on their status.As a part of this update, we have also renamed some of the old labels to provide better clarity and consistency across the views. Here are the old and new default view labels:All open and unassigned (previously named - New): The view lists and shows all the new and unassigned conversations. My open (previously named - Assigned to me): The view lists all the conversations assigned to the agent. All open and assigned (previously named - All assigned): The view lists all conversations that have been assigned to any agent on your team. All Resolved (previously named -  Resolved): All Resolved views lists all the resolved conversations. Bot (previously named Bot conversat

0
O
Community Manager
1 year ago
A
Contributor
astr0b0yContributor
asked in How do I....?

Freshchat SLA - start timer from first client message

I recently implemented an SLA with a timer that begins once a chat is assigned to a group and once it is ‘breached’ (our agents hate this term by the way - exceeded is a friendlier term), uses advanced automations to send a bot message to the client to let them know agents are busy and will be with them soon.We’d like to change the timer start to after the client sends their first message but I cannot see an option for this. Is this doable?

2
A
Contributor
1 year ago
D
Apprentice
dmagill223Apprentice
asked in How do I....?

Need some direction with missing name in Freshchat box

Afternoon, Nearly five months ago I got help from the community to modify one of the chat bubbles. In the process of building that I lost an important bit of the system - the clients name entry before the chat starts.*Please note that we have the the chat bubble set to turn off outside business hours. 8 - 6 EST.This is our standard and live site with chat: https://manitoulintransport.com/This is the development site we created the site on: https://manitoulintdev.wpengine.com/Depending upon the time you are looking we have changed the icon and it bounces - although that may have to go -but I can’t get it to ask for the Clients name upon first chat.If someone could give me an idea what I broke, it would be hugely appreicated. Please let me know if this is the approprate place to ask this question. Thank you!

2
D
Apprentice
1 year ago

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