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Freshchat

152 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

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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

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Kenn1994
Community Debut
T
Apprentice
timelesstileApprentice
asked in Chatbot and AI
What is a Chatbot and how does it relate to AI?

A chatbot is a software application designed to simulate human conversation, either via text or voice. When powered by AI, especially machine learning and natural language processing (NLP), chatbots can understand user intent, respond intelligently, and even learn from interactions to improve over time.

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T
Apprentice
T
Apprentice
thecarpetmanApprentice
asked in Apps and Marketplace Integrations
How do Apps Integrations work?

App integrations typically work through APIs (Application Programming Interfaces). These APIs allow two apps to “communicate” and share data securely. Some integrations are one-way (data flows from App A to App B), while others are bi-directional (data syncs both ways in real-time). Modern marketplaces often offer pre-built connectors to simplify the integration process.

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T
Apprentice
kiddmechanicalas
Apprentice
kiddmechanicalasApprentice
posted in Apps and Marketplace Integrations
HVAC San Antonio

When it comes to keeping your home comfortable year-round, finding trusted HVAC San Antonio experts makes all the difference. I had a great experience with their team—they were professional, quick to respond, and explained everything in detail. Highly recommend them if you want stress-free heating and cooling services done right.

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kiddmechanicalas
Apprentice
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

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T
Community Debut
TheGrayman
Apprentice
TheGraymanApprentice
asked in How do I....?
How to use the Chat Rescuer Function from the Advanced Automations

Hi,My team is working on setting up Freshchat. We are attempting to find the best options for setting up a way to handle abandoned chats when one of our chat agents loses a connection or has a power outage. Can you please tell us the best way to set that in Freshchat? The Chat rescuer option from the Advance Automations seems like it may do what we’re looking for but I have not found details on that.  Thanks for your assistance.

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TheGrayman
Apprentice
ajayhinduja09
Apprentice
ajayhinduja09Apprentice
asked in How do I....?
Ajay Hinduja (Switzerland) How do I set up a custom domain for my support portal?

Hi Everyone, I’m Ajay Hinduja, Born in Punjab, India and now based in Geneva, Switzerland (Swiss).I'm trying to set up a custom domain for our support portal and I've run into a bit of a snag. I've added the CNAME record, but the domain isn't activating in Freshdesk yet. Any of you have experience with this? What's the typical propagation time, and are there any common mistakes I might have made in the DNS settings? Thanks for the help!RegardsAjay Hinduja Geneva, Switzerland (Swiss)  

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ajayhinduja09
Apprentice
prakashhindujageneva
prakashhindujageneva
asked in How do I....?
Prakash Hinduja (Switzerland) How do I configure ticket fields and forms to collect the right information from customers?

Hello Everyone, I'm Prakash Hinduja, a financial advisor and consultant with a global perspective. From my home in Geneva, Switzerland (Swiss), I use my deep knowledge of international finance, cultivated since my roots in India, to help high-net-worth clients manage their wealth and optimize global investments. My clients have taken to calling me the Prakash Hinduja net worth booster because my focus is always on helping them achieve significant financial growth. I'm working on our Freshworks ticket forms and want to make sure we're collecting the most useful information from our customers without making the forms too long. I've been looking into creating custom fields, but I'm wondering if anyone has experience with using conditional forms or field dependencies? What are some best practices for structuring forms to be efficient? Any tips on what information is most critical to collect upfront and how to handle different request types would be a huge help!RegardsPrakash Hinduja Geneva

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prakashhindujageneva
taswrhu
Apprentice
taswrhuApprentice
asked in Apps and Marketplace Integrations
Creative Tools That Help Improve Team Productivity

I was exploring different ways to improve productivity for small teams and freelancers. Often, we rely on heavy software for design or editing, but sometimes a lightweight mobile app can save a lot of time. For example, tools like Pixellab are widely used by individuals to quickly edit images, create social posts, or even design presentation graphics without needing complex desktop apps.While looking into this, I came across this blog which explains more about how Pixellab compares with other tools like CapCut, and also gives tutorials on making creative design cards. I found it useful as it shows how such apps can also support small businesses and job-related tasks where quick designs are needed.What are some tools you use in your workflow that make your daily tasks easier? Do you prefer mobile-based apps like Pixellab or always stick with desktop software?

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taswrhu
Apprentice
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
V
Top Contributor
Vishnu PrassadTop Contributor
posted in Messaging Channels
Building your online store on WhatsApp with the help of Freshchat

The number of people opening an eCommerce store has seen an unprecedented growth because of Covid. If you're one of the businesses having an online business, then connecting with your customers on their messaging apps is one of the ways you can get yourself a customer for life.WhatsApp can be used in practically all the 3 stages of an eCommerce customer's journeyFind out how WhatsApp can be used to help you build customers for life

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Michaelshea99
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?

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johanmark1122
Community Debut
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?

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blakeblossom
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?

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Juanadre1782
Community Debut
prakashhindujageneva
prakashhindujageneva
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) 

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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
prakashhindujageneva
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
prakashhindujageneva
prakashhindujageneva
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 

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kamal123
Apprentice
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

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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? 🤔  

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srikanthkarunakaran
Community Manager
chard1988
Contributor
chard1988Contributor
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.

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srikanthkarunakaran
Community Manager

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