How do I…?

Hi,Need to know how I can migrate my whatsapp chat to Freshwork before integrating my business whatsapp API. As I understand,I will not be able to use whatsapp in phone if i integrate with freshdesk.But as an running business I need to access my customer old conversation as well to serve them betterHow to handle this?Any suggestion will appreciated?

We’ve been trying to integrate WhatsApp since last week, and tried all troubleshooting provided to us by the support to no avail. Anyone here has encountered ‘Error in Fetching Numbers’? What can be done about it?  Thank you! 

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 Freshchat development. I am trying to send Whatsapp message templates. This is the url that I am using to send the messages: https://api.freshchat.com/v2/outbound-messages/whatsapp  I get this status in `response.data.status`: Request created successfully. Check delivery status using status API The message doesn’t get sent, so I send a get request to see the message’s status and I see this in the `response.data.failure_reason`: 402: Error with payment method.I already added a payment method on my Whatsapp manager dashboard. Do I have to add a payment method on the Freshchat account too? I am still on the enterprise free trial because I am testing the capabilities of the API. How should I deal with this?

Hello.I encountered a problem when integrating a web widget into my Next.js application.I added the script to the top of the page, but when I try to load it I get an error:fd-messaging.61110ffdb17f21cb83e2.js:1 Uncaught (in promise) TypeError: Cannot read properties of undefined (reading 'success')Which refers to the internal code of the widget. Please tell me what could be the reason for the error?

Hey, I’m having a problem with displaying icons as correct content. When I inspect the icons it appears as this in CSS file: .icon-ic_close:before { . content: ""; } Instead of this:.icon-ic_close:before { content: ""; } I’ve read that this might be an @charset “UTF-8” issue, but from our side, the UTF-8 is set.Any ideas would be appreciated  

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 

We followed the guide on connecting a test Apple Business Chat to our Freshchat developer trial account. Multiple times, step by step. We get stuck at the “test connection” portion:Head to the Messages for Business Account page and scroll down to the Messaging Service Provider section.Click on ‘Test your Messaging Service Provider connection.’After that, you’ll be directed to this Chat Sign-in page where you can sign up for preview access to the Chat integration for Apple Messages for Business. On this page, you would be required to log in with your Chat credentials.  Clicking the button to test the connection first goes to this URL (I’ve X’d out random characters for this post):https://web.freshchat.com/settings/integrations/apple?id=c62978b7-XXXX-4624-XXXX-2a7ed8e33XXX Which then redirects to this URL (with some characters X’d out):[type or paste code here](https://api.freshworks.com/oauth/authorize?client_id=590XXX-eaXX-49XX-958a-5e782eXXXXX&redirect_uri=https%3A%2F%2Fweb.freshc

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 

Dear Freshchat Community,I am writing to bring attention to a critical issue that seems to be affecting some of us while using Freshchat's web interface. In a previous thread, I received a response from "thebangaloredhaba," who confirmed that they have encountered the same problem with messages not showing up in the Freshchat web gadget.This discovery was quite surprising, as the Freshchat team had initially mentioned that they hadn't received similar reports from other customers 🤔. It's essential for all of us to be aware of the scope of this issue and to come together as a community to find a resolution.We are reaching out to every member of this community to ask: Have you experienced any challenges with messages not being delivered to customers via Freshchat's web chat? If so, we want to hear from you. Your input and experiences are crucial in identifying the root cause of this problem and collaborating on potential solutions.Please take a moment to share your insights, whether you

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 pleased to present a LIVE Holiday special masterclass for our Freshchat Customers, and Customer experience enthusiasts! For today’s session we have Mark Dougall, General Manager, Business Systems, Monica Vinader, and @Colin Crowley, CX Advisor Freshworks, who will be discussing all things Messaging! Here are the all the details: SESSION DETAILS: Date: Monday, December 5Time: 5 PM CET | 11 AM ET | 9:30 PM ISTTopic: A Roadmap to Messaging ChannelsVirtual Venue: Live on LinkedIn (@Freshworks) and Freshworks Community (right here!) 👉🏼RSVP here👈🏼 CATCH US LIVE:   If you have any questions for our speakers, feel free to leave them in the comments below! 👇

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?