Using Freshchat

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

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

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()`

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

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  

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.

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!

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

https://dnschecker.org/#A/wss-web.eu.freshchat.comMisconfiguration?

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:  

Hi,I was wondering if anyone works with custom fields within the contacts and with the chatbot. Does anyone use the chatbot to retrieve information and fit it into the corresponding (custom) fields?Cheers,Max

Is there a way in freshchats to get a report about available chat agents per hour?Also, a report to see chat drivers? Easy way to pull up or extract all the chats received for a specific time frame? Either close or escalated

We are trying to implement a "tier/level" system with our customer service. We have added different groups for our Chats. However, I do not see an option to reassign a chat to another group if no agents in the first group are available. I was hoping for an option like the FreshCaller’s workflow. Where if there are no available level one agent available the chat would be moved up to any available level 2 agent. Does anyone have a work around they are using? Or is there an option that I am over looking?

As per the following document, how should I start the conversation?https://www.freshworks.com/assets/resources/AI_Jumpstart.pdfWhom should I send a request and connect to?I could not find any webpage except that PDF to initiate the conversation.Kindly guide me with the further steps. I am looking this for an existing customer who has already explored freshchat but doesn’t know the further flow to utilize the services.

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.

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?

Hi.. Can we use the same whatsapp number (for integration) both in FreshChat as well as FreshCaller?If yes, then :1. What are the possible limitations ?  for example, challenges with incoming and outgoing calls ? If not, then:1. Will we keep receiving calls and make calls on the same as we continue one number for both freshchat and freshcaller?2. How does this change the experience for an agent as well as for customers?  Will they face any problem while calling or chatting on the same number?

We are self-implementing the FreshChat for one of our project teams, we have completed the bot design however, tasked to perform UAT without a demo number in place.  May I know if there is a way to still carry out the UAT without having a demo number in place? Is it possible to integrate one number for testing and then dis-integrate it after successful UAT.  Will we be able to integrate original numbers later on and go live or will there be additional steps to cover that I should be aware of?

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?