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Getting Hands-On with Change Management in Freshservice

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Using Freshchat
How do I....?

How do I....?

Using Freshchat

34 Posts
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34 Posts

victorakapsApprentice

asked in How do I....?

How to add error monitoring for freshchat widget

we are using freshchat widget and recently due to some change in validation logic for JWT was done by freshdesk due to which chat stopped working for us, we were getting below error. { "success": false, "errorCode": 5, "errorMessage": "Invalid user create request"} We got to know about it from a manual reports, therefore now we want to add error alerting. i was hopping freshchat widget would be emitting some event which i can handle like window.fcWidget.on("error", ()=> {}) but i am not able to find any such event or callback mechanism in documentation. Please share if you are aware of any way to achieve this

FreshVibesApprentice

asked in How do I....?

how do I? Same phone number with FreshChat and FreshCaller?

Because it’s 2025, our customers and hundreds of millions of other businesses’ customers now expect to text and call a business at their same phone number. How do we configure Freshchat SMS and Freshcaller to share one phone number? It’s just not reasonable in modern age to tell one of our customers to text us at a different phone number than the phone number they used to call us Thank you,

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.

baggiogiacomoApprentice

asked in How do I....?

Freschat iframe is empty after a Turbo.visit

Hi there, I’ve added the freshchat widget on my rails app but I’ve found this weird issue: When I perform any Turbo.visit, the iframe containing the freshchat widget will just contain an empty <head> and an empty <body> tag Setting “data-turbo-permanent” to the div or the iframe doesn’t fix the issue I’m using rails 8.0.1 and turbo 8

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? 😿

evgen12Apprentice

asked in How do I....?

How to restore Freshchat after window.fcWidget.destroy() call?

According to the documentation (https://developers.freshchat.com/web-sdk/v2/#messenger-api) we can destroy the Freshchat via `window.fcWidget.destroy()` call. But how to re-initialize the Freshchat again?It doesn't work via `window.fcWidget.init()`

evgen12Apprentice

asked in How do I....?

How to change the language of freshchat dynamically (on the fly)?

in order to set the language of freshchat during initialization, it is enough to specify <script> window.fcWidgetMessengerConfig = { locale: "fr" } </script> The documentation (https://developers.freshchat.com/web-sdk/v2/#multi-lang) says that in order to change the language dynamically, you should call window.fcWidget.user.setLocale('en') But when I do this, nothing happens. In the browser console, you can see that the function is called, but the chat does not change the language. How to change the language correctly?

jayjay29Apprentice

asked in How do I....?

Editing Custom CSS for Web Chat

Hey everyone, hope everyone in the community is well! I’m a new customer to Freshworks, FreshDesk and FreshChat so I’m learning my around each of the systems stage-by-stage. I do have a question in regards to the Custom CSS Editor, within the Web Chat settings (Within the Freshchat product) I have already inspected various classes, and applied those styles in to the CSS Editor, and used the !important flag as a way to overrule specific styles, but I am a little confused, to whether the preview of the chat embed (I’m referring to the preview panel of the chat window) should be updating in real-time as I’m applying my Custom CSS updates? As it seems no matter which custom styles I am implementing, nothing seems to be updating in terms of the style of the chat within the preview panel. Am I missing a trick somewhere? Ideally, I’m wanting to change the ‘div.body’ background colour through targeting that specific class. Does anyone have any pointers on how to achieve this? I have searched a

ThomasBuistApprentice

asked in How do I....?

Freshchat FAQ links Opening in a Blank Page

When I click on a “View the entire article here” link in an FAQ link in my chat bot, it opens to a blank browser page on an internal url with no style applied. See images below: Link for an article Unstyled Browser Window I have three questions. First, does anyone know if it is possible to have links open in a specific URL, such as the Freshdesk Knowledge Base where the bot is hosted? Second, does anyone how to apply a style to the article? Third, if the first/second are not possible, is it possible to disable the link all together? Thanks for your help.

dionneCheliniApprentice

asked in How do I....?

Remove background from Floating Chat Widget

Hello, I’ve embedded the chat widget on my site, but I’m experiencing difficulties applying custom CSS to remove the white background from the floating widget. I’ve tried targeting various classes but haven’t been successful so far. I’ve included images to illustrate the issue and would appreciate any assistance you can provide. Thank you!

moleculematApprentice

posted in How do I....?

I want my chatbot to be able to search my knowledge base using natural language.

Hello everyone, I'd like my Freshchat chatbot to be able to search my Fresh desk knowledge base for answers in natural language. It currently only finds answers from my FAQ. Would you have a solution for me? Thanks a lot!

jbobbermenCommunity Debut

asked in How do I....?

Chat popup on page load

Hi We 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:

Emerie08Apprentice

asked in How do I....?

Is there a way in freshchats to get a report about available chat agents per hour? Also, a report to see chat drivers? Easy way to pull up or extract all the chats received for a specific time frame? Either close or escalated

AjaxContributor

asked in How do I....?

What kind of chat workflows are there?

We are trying to implement a "tier/level" system with our customer service. We have added different groups for our Chats. However, I do not see an option to reassign a chat to another group if no agents in the first group are available. I was hoping for an option like the FreshCaller’s workflow. Where if there are no available level one agent available the chat would be moved up to any available level 2 agent. Does anyone have a work around they are using? Or is there an option that I am over looking?

kcsappApprentice

asked in How do I....?

40 hours free Freshchat implementations.

As per the following document, how should I start the conversation? https://www.freshworks.com/assets/resources/AI_Jumpstart.pdf Whom should I send a request and connect to? I could not find any webpage except that PDF to initiate the conversation. Kindly guide me with the further steps. I am looking this for an existing customer who has already explored freshchat but doesn’t know the further flow to utilize the services.

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.

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.

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 notificat

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?

Vimala B KApprentice

asked 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 work Is resizing the ticket_sidebar app in freshchat is possible or not, if yes then how do we proceed with it? Thanks,

MargaretApprentice

asked 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?

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.

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.

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

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!

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