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Using Freshchat

Freshchat

138 Posts
Mrinalini G
Apprentice
Mrinalini GApprentice
published in Chatbot and AI
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

1102
Pravin Raut
Community Debut
srikanthkarunakaran
Community Manager
srikanthkarunakaranCommunity Manager
published in Getting Started
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

3211
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

60
arwaaboulella
Apprentice
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?

775
shanewatson5091
Community Debut
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.

231
ayham
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? 🤔  

60
denysfoster
Apprentice
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.

766
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

260
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, 

152
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.

2244
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

61
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!

110
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_.

1103
Hryhorii
Apprentice
winnie
Apprentice
winnieApprentice
asked in Chatbot and AI
如何批量导入问题及答案

人工智慧專員和聊天機器人如何批量导入问题及答案

40
winnie
Apprentice
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Apps and Marketplace Integrations
Personalised automated messages in Chat

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

171
srikanthkarunakaran
Community Manager
V
Top Contributor
Vishnu PrassadTop Contributor
posted in Messaging Channels
How did SuprDaily uses Freshchat's WhatsApp solution to deliver daily essentials to 70,000 customers

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

661
A
lfirth
Apprentice
lfirthApprentice
asked in Messaging Channels
How do I hide the freshchat widget on certain pages of my website?

This doesn’t work: https://support.freshchat.com/support/solutions/articles/238297-how-do-i-hide-the-freshchat-widget-on-certain-pages-of-my-website-I get the following console error: Uncaught TypeError: Cannot read property 'init' of undefined

19528
julianpapaya
Community Debut
evgen12
Apprentice
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()`

581
Aparna-narayanan
Community Debut
evgen12
Apprentice
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 callwindow.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?

521
Aparna-narayanan
Community Debut
J
Apprentice
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 around

2373
Aparna-narayanan
Community Debut
chetan33853
Apprentice
chetan33853Apprentice
asked in Apps and Marketplace Integrations
How to get heads up push notification in Android

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  

1814
panamaCompany
Community Debut
T
Apprentice
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 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.

352
T
Apprentice
dionneChelini
Apprentice
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!

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Bottleneck1212
Contributor
UsmanGhani
Apprentice
UsmanGhaniApprentice
asked in Chatbot and AI
Issue with Chatbot Self-Service Widget - Help with Configuring CSP?

Hi everyone,I’ve been working with the Freshworks chatbot self-service widget on my site, and I’ve encountered a bit of a roadblock regarding Content Security Policy (CSP) configuration.To provide some context: we recently decided to move from a third-party service to Freshworks’ native chatbot platform. However, after setting up the widget, users have reported that the chatbot isn't loading properly on certain pages, especially when accessed through specific networks. After some investigation, I suspect this might be due to CSP settings that need to be adjusted.I’m looking for some guidance on how to ensure that the required URLs are properly allowlisted. If anyone has dealt with this issue or has detailed steps on checking and updating CSP configurations for the widget, I would greatly appreciate your input.Here’s what I’ve tried so far:Checking if CSP is enabled through the console. Attempted adding the suggested URLs to our policy, but the issue persists.Additionally, here’s a link

522
PoEHub
Community Debut

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