How do I....?

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.

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.  

Hi,We are encouraging our customers to submit feature requests through Freshdesk.  We don’t want to set up our product / engineering team in Freshdesk as they are already using other systems including Jira and Notion.Has anyone set up a notion to automatically route feature requests to Jira?

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?

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?

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.

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. 

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  

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!

We are seeing problems with the Azure DevOps - Orch - add Attachment within a freshservice Automator flow.The attachment is visible in AzureDevOps but it changes the name of the Attachment in to number letter code for example:aaa11a11-11a1-a111111a1aaa (letters and numbers are fictional)In this way the delivered attachment can't be opened after downloadWhen you change the name of this attachment to the original name with extension added after downloading the attachment you can open it.Does anyone know how to resolve this? It started on the 10th of August 2023Thanks in AdvanceWith regardsHelga 

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?

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

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.

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.”

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 

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.

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

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?

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!