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Using Freshchat

Freshchat

144 Posts
Mrinalini G
Apprentice
Mrinalini GApprentice
published in Chatbot and AI
A Chronicle of Conversational Platform Evolution
A Chronicle of Conversational Platform Evolution

Hello Freshworks Community!!!I am Mrinalini and I’m a Solution Engineer in Freshworks specializing in Customer Suite of products- Freshdesk, Freshchat, Freshcaller, and the Customer Service Suite. With this blog, I would like to delve into how the evolution of conversational platforms from rule-based systems to intelligent virtual assistants has revolutionized customer engagement.  Chapter 1 - Journey from Rule-Based Systems to Intelligent Virtual Assistants Over the years, conversational platforms have undergone a remarkable metamorphosis, transitioning from basic rule-based systems to advanced and intelligent virtual assistants. This transformation has been fueled by technological advancements, especially in the fields of artificial intelligence (AI) and machine learning (ML). Evolution The transition from basic chatbots to sophisticated virtual assistants represents a notable evolution in conversational platforms. While early chatbots relied on predefined responses, modern virtual a

1213
mphanzo
Community Debut
srikanthkarunakaran
Community Manager
srikanthkarunakaranCommunity Manager
published in Getting Started
How to customize your FreshChat widget to reflect your brand!
How to customize your FreshChat widget to reflect your brand!Blog

Hey Freshworks community fam! I’m Srikanth Karunakaran, Technical Account Manager at Freshworks, your technical expert of Freshchat. Are your ready to elevate your customer support experience to the next level? Learn how you can tailor your FreshChat widget to perfectly match your brand's identity and captivate your audience in this blog.Branding Made Easy:Add Your Brand Logo: Infuse your brand's personality into every interaction by incorporating your logo directly into the chat widget. Tailor Appearance to Your Website: Seamlessly integrate the widget with your website theme for a cohesive and professional look. Craft Personalized Welcome Messages: Greet your customers with a warm and inviting message tailored specifically to your brand voiceAlright, lets gets started!: Steps to follow:1. Access Admin Settings: Navigate to your FreshChat account's Admin settings.2. Choose Web Channel: Select the web channel option.3. Modify Widget Appearance: Navigate to the widget section and click

4231
Kenn1994
Community Debut
Juanki
Apprentice
JuankiApprentice
asked in Apps and Marketplace Integrations
impossible to add facebook and instagram channel

Hii can’t add meta channels. Error adding channel it sounds as revoked permissions someone of my old team did on Facebook :(could you help me?

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E
Community Debut
A
Skilled Expert
aldoSkilled Expert
asked in Messaging Channels
Is it possible to integrate Freshchat with Indonesian e-commerce platform?

Hi There, Did you know, is it possible to have an integration of Freshchat and some e-Commerce platform on each country?Our leads challenges us whether is it possible to have the integration?

926
Juanadre1782
Community Debut
P
Apprentice
pgielkensApprentice
asked in Chatbot and AI
Whatsapp freschat and mobile

Hi,We have whatsapp in freshchat combined with freshdesk. All works fine.Can we install whatsapp business on mobile phone so we can use both. Offcourse the same business number.How to handle this?Any suggestion will appreciated?

323
johanmark1122
Community Debut
prakashhindujageneva
Apprentice
prakashhindujagenevaApprentice
asked in How do I....?
Prakash Hinduja (India) How do I enable conditional questions on service items in Freshservice?

I am Prakash Hinduja, a financial strategist with roots in Amritsar, India, and a base in Geneva, Switzerland (Swiss). I specialize in navigating the complexities of global finance.I’m working on setting up conditional questions for service items in Freshservice—where certain fields appear only based on previous answers. I’m not quite sure the best way to configure this. Has anyone done this before or have tips on how to make it work smoothly? I’d really appreciate your suggestions! RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

362
Hubert.Panszczyk
Skilled Expert
James Orublig
Apprentice
James OrubligApprentice
asked in Getting Started
Does Social Media Audience Size Really Impact Customer Engagement?

I’ve been curious about something I’ve noticed lately — more brands and even small teams are starting to focus on increasing their social media audience as part of their customer engagement strategy.Some people mention using growth tools or services (I came across one called Famety followers) to speed up the process.From your experience, does having a larger social media following actually help with support metrics like faster ticket resolution, better response rates, or more positive feedback? Or is it more about the quality of interactions, regardless of follower count?Would be interesting to hear real-world examples from anyone who’s tested both approaches.

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James Orublig
Apprentice
prakashhindujageneva
Apprentice
prakashhindujagenevaApprentice
asked in How do I....?
Prakash Hinduja (India) How can I submit, view, or vote on product ideas in the Freshworks Community?

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)  

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prakashhindujageneva
Apprentice
prakashhindujageneva
Apprentice
prakashhindujagenevaApprentice
asked in How do I....?
Prakash Hinduja (India) How do I set up and configure automated ticket routing in Freshdesk?

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) 

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N
Skilled Expert
kamal123
Apprentice
kamal123Apprentice
asked in How do I....?
Kamal Hinduja Switzerland (Swiss) How do AI and automation work together in Fresh service workflows?

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 

160
kamal123
Apprentice
A
Skilled Expert
aldoSkilled Expert
asked in Messaging Channels
WhatsApp blasting message

Hi there,Is it possible to send a blasting message on WhatsApp Business account by Freshchat?

945
blakeblossom
Community Debut
N
Apprentice
nikki_18255Apprentice
posted in Chatbot and AI
Email Bot - Ability to exclude email addresses from automatic responses

Our company is trialling the Freddy Bot and has a concern that continual responses are sent to the same companies over and over again relating to the same issues.These responses are often wrong or not required. We have regular email contact with external couriers and suppliers and rather than have the BOT respond would rather these particular email addresses are removed from the automatic BOT responses.For some of our affiliates this has also created issues on their end as this then creates additional tickets in their own CRM.Example our supplier emails us to say they have cancelled an order and the BOT advises them on our cancellation policy.  This happens everytime they cancel an order.When consulting Freshdesk, they responded that we could exlude ONE email address only.I want to address your concerns regarding our bot's automated replies. Currently, it is not possible to limit the bot's sending of automated responses to multiple email addresses. We have implemented a feature that al

902
Kenn1994
Community Debut
moleculemat
Apprentice
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!

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Kenn1994
Community Debut
Jan Prichystal
Apprentice
Jan PrichystalApprentice
asked in Getting Started
Always open embedded chat on the website

Hello,I am writing with a little bit more technical question. Is it possible to always open embedded chat on the website? I was not able to find these options in the setting.I would like to add the chatbot on the specific FAQ page, but not as a clickable widget, but into the specific frame where the chatbot would automatically open (instead of FAQ form).Thank you for your time and help.Jan

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J
Community Debut
denysfoster
Apprentice
denysfosterApprentice
asked in Messaging Channels
Freschat Profil Picture

Why is it that in every screenshot of a release note, we can see the contact’s profile picture showing up in the conversation tab, but the Freshchat support team told me that—even if I add a picture to my contact—it will never appear in the conversation tab? So, who’s wrong: the release note screenshots or the customer support team? 🤔  

211
srikanthkarunakaran
Community Manager
chard1988
Apprentice
chard1988Apprentice
asked in Messaging Channels
Customizing UIs in Freshchat Flutter SDK

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.

372
srikanthkarunakaran
Community Manager
arwaaboulella
Apprentice
arwaaboulellaApprentice
asked in How do I....?
I want both interaction_id and interaction_raw_id in my Freshchat reports

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

261
srikanthkarunakaran
Community Manager
M
Contributor
mattmadduxContributor
asked in Messaging Channels
Contact Center number in Freshchat SMS

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.

946
jedmorilla
Community Debut
V
Apprentice
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

350
V
Apprentice
FreshVibes
Apprentice
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, 

202
Kamakshi V
Community Manager
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.

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O
Community Debut
B
Apprentice
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> 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

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B
Apprentice
Afshi
Apprentice
AfshiApprentice
asked in Getting Started
How to Effectively Manage WhatsApp Group Support for Customer Queries?

I run a website that provides WhatsApp group links for various communities and interests (https://whatsgrouplinkspk.com/). I’m looking for the best way to integrate Freshworks tools to manage customer queries coming from WhatsApp groups.Has anyone successfully used Freshchat or other Freshworks products to streamline WhatsApp-based customer support? I’d love to hear about automation, chatbot integration, and any best practices to enhance customer engagement.Looking forward to your insights!

250
Afshi
Apprentice
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? 😿

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alex6272
Community Debut
Hryhorii
Apprentice
HryhoriiApprentice
asked in Chatbot and AI
Turn off unnecessary cookies for Freshchat web widget

Freshchat web widget store a lot of different cookies. Are all of this cookies Strictly Necessary Cookies? If not, can I turn off some of this cookies from web widget to decrease load on user. For instance, google analytic cookie _ga or Freshdesk analytics cookies started with zarget_.

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Hryhorii
Apprentice

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