How do I…?

Hi I am Prakash Hinduja Visionary Financial Strategist, born in Amritsar (India) and now resides in Geneva, Switzerland (Swiss).I’m looking to get more involved in the Freshworks Community—especially around product ideas. Can anyone share how you usually submit, view, or vote on ideas here? Would love to hear your tips or suggestions on how to make the most of it! RegardsPrakash Hinduja Geneva, Switzerland (India)  

Hi I am Prakash Hinduja Visionary Financial Strategist, was born in Amritsar (India) and now resides in Geneva, Switzerland (Swiss).I’m trying to set up automated ticket routing in Freshdesk but I’m not sure where to start. Can anyone share their experience or suggest best practices for configuring ticket routing rules? Any tips on setting up conditions based on ticket priority, category, or agent skills would be really helpful. Thanks in advance! RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hi Everyone,I'm Kamal Hinduja. was born in Chennai(India) and I now reside in Geneva, Switzerland(Swiss) . Please explain How do AI and automation work together in Fresh service workflows?Thanks, RegardsKamal Hinduja Geneva, Switzerland 

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!

Recently I tried using the Freshchat’s Flutter SDK on my project. Looking at the documentation; there is this method to load the topics (Conversations) by calling `Freshchat.showConversations();` but this loads a default UI. I want to have my own UI for this along with the conversation when a topic is tapped.I’m thinking of using the API to achieve this but still looking for simpler ways.Using API, I can load the topics/Channels but not sure how to load the messages from agent and requester once the topic(Channel) is tapped.

I am using 3 historical reportsconversation_agent_assigned which has interaction_id message_sent which has both and classic which has interaction_id my issue is the interaction_id in classic is like the interaction_raw_id in message_sentand my interaction_id in conversation_agent_assigned is like interaction_id in message sent but there is no link between conversation_agent_assigned and classicthere is through message_sent but i cannot rely soley on that if i want to get assignment and interaction data where there are no messages sent

Several months ago I was told by support that you will eventually be able to use your Contact Center number in Freshchat over SMS. Is there any info on when that will be available? SMS was an important part of my workflow before switching to Omnichannel and I would like to start using it again.

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

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, 

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.

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> tagSetting “data-turbo-permanent” to the div or the iframe doesn’t fix the issue I’m using rails 8.0.1 and turbo 8

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? 😿

Current scenario  Customers using Advanced Automation to send automated follow-up messages on chat want these messages to feel personalized. Currently, any automated message sent through Advanced Automation is delivered as the administrator associated with the API key used to configure the app. Challenge faced Native functionality does not exist Approach While there isn’t a native option available, it is still possible to send personalized messages using the Advanced Automation app. This method leverages the API library within Advanced Automation along with the Freshchat conversation APIs. Before proceeding, make sure the APIs and Custom Placeholders option is enabled on the Settings page of the Advanced Automation app. Go to the API Library section and create a new API definition. Request Type: POSTURL: https://<companyname>.freshchat.com/v2/conversations/{conversation.id}/messagesCustom Headers:{  "Authorization": "Bearer <Chat API key>"} Encoding: JSON Content:{  "messag

What's SuprDaily?SuprDaily is a subscription-based delivery company for milk, daily essentials like bread and eggs, and groceries. It helps people to manage their grocery needs easily from their smartphones. Founded in 2015, the brand has grown rapidly to serve thousands of users. SuprDaily has since been acquired by Swiggy (India’s largest food delivery service provider) and currently operates in 6 cities. What issues did they face? As the user base and demand for SuprDaily’s service grew 10x from a modest 5000 - 7000 deliveries daily, it became more and more impractical to support customers without a robust system in place. Customers could reach out to support via WhatsApp and a helpline number.How did Freshchat and bots solve these issues for them?SuprDaily’s support team has rapidly scaled from using a single agent WhatsApp interface to a 50+ agent team on Freshchat, managing a major chunk of the overall support volume across channels.Today, in lockdown, one of the ways that Supr m

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()`

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 around

Hello, i want to implement heads up push notificaiton in Android . like IOS have and some other apps like whatapp etc have when app is closed or backgroup notifcation comes as heads up  

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 articleUnstyled Browser WindowI 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.

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!

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:  

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

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?

As per the following document, how should I start the conversation?https://www.freshworks.com/assets/resources/AI_Jumpstart.pdfWhom 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.

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.