Using Freshchat

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?

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  

Can we copy an existing Announcement to reuse?If not, it would be a great idea to be able to reuse announcements. This would save lot of time in drafting a new announcement.Additionally, it would be wonderful recurring regular announcements can be scheduled as recurring. E.g. Monthly system update notification sent few days before the fixed monthly announcement schedule.

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. 

Hello, please help me. I set up a flow with text as respond so that whenever a user ask a question, the bot will answer but the bot keep repeating the question after providing an answer, how can I stop this?

Hi there! I am looking for a way to capture user input into Google Sheets in a WhatsApp bot or a similar integration with Excel sheets.

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! I would like to know how can I attach a contact from my database into a Bot conversation. For example, If one person choose “Solvi” option, I want to reply him with the phone and email from this contact (I already created all of them in my database) 

I have the following issue: we’ve published a chatbot with a certain amount of flows which can be closed by the user himself. The session will be solved from that point and the chatbot will be shown minimized (so the user can still have acces to it anytime).However, when the user clicks on the minimized chatbot, no new session will start and the whole chatbot acts buggy (because we havent thought about ‘re-entering’ the session).We want to show the user the first flow again, but we don’t have an idea how to fix this problem.Does anyone know how to solve this?

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!