Using Freshchat

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!

“Can you give me the list of plans?”“ What’s the pricing plan?”“ What all pricing plans do you folks provide?”“ Send me the pricing plan!”Customers have questions. And these questions can get repetitive. Imagine typing the same response Every. Single. Time. Tiring, right?Well, don’t sweat it because with Freshchat’s Canned responses save your time in the most amazing way. You can set predefined responses to common customer queries and welcome/thank you messages. This can be accessed and sent by team members as part of their conversation.To access your short code use a slash followed by the response. Pretty cool, right? This helps in having high impactful conversations and decreases your workload.

We are seeing problems with the Azure DevOps - Orch - add Attachment within a freshservice Automator flow.The attachment is visible in AzureDevOps but it changes the name of the Attachment in to number letter code for example:aaa11a11-11a1-a111111a1aaa (letters and numbers are fictional)In this way the delivered attachment can't be opened after downloadWhen you change the name of this attachment to the original name with extension added after downloading the attachment you can open it.Does anyone know how to resolve this? It started on the 10th of August 2023Thanks in AdvanceWith regardsHelga 

Hello there!So me and my team are supporting few different websites.We will have the chat widget branded for the each site, and we want to have different bots on each website.As the conversation bot is using topics and the topics are shared if the language is the same, I cannot seem to figure out a way to make different bots for the different websites.Is there a way to trigger bots or bot flows based on site id or is there any other way for me to achieve what we need?

We followed the guide on connecting a test Apple Business Chat to our Freshchat developer trial account. Multiple times, step by step. We get stuck at the “test connection” portion:Head to the Messages for Business Account page and scroll down to the Messaging Service Provider section.Click on ‘Test your Messaging Service Provider connection.’After that, you’ll be directed to this Chat Sign-in page where you can sign up for preview access to the Chat integration for Apple Messages for Business. On this page, you would be required to log in with your Chat credentials.  Clicking the button to test the connection first goes to this URL (I’ve X’d out random characters for this post):https://web.freshchat.com/settings/integrations/apple?id=c62978b7-XXXX-4624-XXXX-2a7ed8e33XXX Which then redirects to this URL (with some characters X’d out):[type or paste code here](https://api.freshworks.com/oauth/authorize?client_id=590XXX-eaXX-49XX-958a-5e782eXXXXX&redirect_uri=https%3A%2F%2Fweb.freshc

Hi!I really need to measure the satisfaction of calls via whatsapp. However, Freshchat does not allow the survey to be sent via whatsapp. What is the solution for these cases?

I have Freshsuite with FreshChat.Freshsuite is linked to Office 365 and works brilliantly to enable the team to book sales activities on their calendars.However, we can’t seem to link this with the chat function.Is there a work around?

This is the desired result. I changed the img src locally to switch from the default interrogation mark img 

Dear Freshchat Community,I am writing to bring attention to a critical issue that seems to be affecting some of us while using Freshchat's web interface. In a previous thread, I received a response from "thebangaloredhaba," who confirmed that they have encountered the same problem with messages not showing up in the Freshchat web gadget.This discovery was quite surprising, as the Freshchat team had initially mentioned that they hadn't received similar reports from other customers 🤔. It's essential for all of us to be aware of the scope of this issue and to come together as a community to find a resolution.We are reaching out to every member of this community to ask: Have you experienced any challenges with messages not being delivered to customers via Freshchat's web chat? If so, we want to hear from you. Your input and experiences are crucial in identifying the root cause of this problem and collaborating on potential solutions.Please take a moment to share your insights, whether you

I'm trying to find a way to “resolve and create a ticket” in a chat bot.I have linked Freshdesk and Freshsales suite, but it appears to be all or nothing. i.e. ALL conversations are resolved as tickets or the agent has to do it manually.Is there a way to create a ticket based on chat input for some chatbot flows and not others?example scenario:Client requests a call from a support team member - the chatbot creates a ticket in helpdesk and resolves the chat.

When agent closes the conversation in Freshchat, CSAT survey will show up in Freschat messenger automatically when we setup in the CSAT settings.Does this CSAT survey will also get triggered when user is from Whatsapp or Facebook..?

Hello All, Is there a way to auto send an idle message to the customer who is exceeding 5 minutes to respond to the message on FreshChat? For instance, “This conversation will be closed in 5 minutes if you didn’t respond, you can start a new conversation anytime.”

I'm encountering issues with the Freshworks API integration on my website. Has anyone experienced similar challenges, and how did you overcome them? And also can Has anyone used Freshworks products to automate workflows and improve efficiency in the context of a file download website like FBReelDownload?

We have a big issue when solving that chat if the customer is away for more than 5 mins. The display chat box only show this survey and hide the last message from agent. While this is a customer failure cus they are away but they still click option “No” since they’re not able to see the last message from agent & there is no reply box.I think FreshChat should move this survey to the top in order to not hide the last message & display the reply box at the bottom as usual. ThanksMia 

I am a Spanish speaker I will try my best in English I hope I made myself clear enough. During many years I have been working on a spreadsheet (google sheets) for a company, to be used as the main database and management system, where you can find customer info, you can see all the purchases made by that client, you can get a list of clients that need to be reached, you can find the prices list for the products, product information, you can use it to input the orders, print every order and track it until delivery and payment, and the order itself also feeds stock, create an order to refill stock, It is also used to calculate the payment for the salesmen, create statistics and get sales trends, etc. It includes almost everything the client needs, it's pretty cool. Everything created in google sheets. No macros needed so far. The thing is that now the client needs to make the same system but more friendly to be used for non experienced people (almost none IT knowledge, I mean, at all!).

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Hi Freshworks Team,We have a customer that wants to filter conversations based on labels. So if we filter based on the Feature Request label, conversations that have been labeled as Feature Request can be shown in the chat list.The ability to make a custom view by the label.Thank you.

 We’re pleased to present a LIVE Holiday special masterclass for our Freshchat Customers, and Customer experience enthusiasts! For today’s session we have Mark Dougall, General Manager, Business Systems, Monica Vinader, and @Colin Crowley, CX Advisor Freshworks, who will be discussing all things Messaging! Here are the all the details: SESSION DETAILS: Date: Monday, December 5Time: 5 PM CET | 11 AM ET | 9:30 PM ISTTopic: A Roadmap to Messaging ChannelsVirtual Venue: Live on LinkedIn (@Freshworks) and Freshworks Community (right here!) 👉🏼RSVP here👈🏼 CATCH US LIVE:   If you have any questions for our speakers, feel free to leave them in the comments below! 👇

We're happy to let you know that we've implemented new labels for default and custom views in the Conversation Status section of the Inbox. These labels are designed to enhance the customer request categorization process, making it easier for agents to keep track of their workload and prioritize tasks based on their status.As a part of this update, we have also renamed some of the old labels to provide better clarity and consistency across the views. Here are the old and new default view labels:All open and unassigned (previously named - New): The view lists and shows all the new and unassigned conversations. My open (previously named - Assigned to me): The view lists all the conversations assigned to the agent. All open and assigned (previously named - All assigned): The view lists all conversations that have been assigned to any agent on your team. All Resolved (previously named -  Resolved): All Resolved views lists all the resolved conversations. Bot (previously named Bot conversat

I recently implemented an SLA with a timer that begins once a chat is assigned to a group and once it is ‘breached’ (our agents hate this term by the way - exceeded is a friendlier term), uses advanced automations to send a bot message to the client to let them know agents are busy and will be with them soon.We’d like to change the timer start to after the client sends their first message but I cannot see an option for this. Is this doable?

I am trying to create a chatbot for whatsapp in freshchat. I am trying to render buttons according to response from api. I am using the process as can be seen from the demo bot dialogs. I am using an array returned from api as the button name. Everything else is working. except the buttons ae not rendered in the bot dialog in whatsapp. Please help if you can. Thank you

Hi, Hope you are well. I have a error in my FC, I have 3 lenguages in my config. When I start any conversation in any lenguage (of my website) the chat show the topic in spanish and other topic in the website lenguage.Example: I start the conversation when my web is in english: That was oppened in a fresh session, and in incognit is the same. When I open the chat in spanish lenguage only sed the first mensaje in spanish. The problem is only in english lenguage.  Thanks for all. 

Afternoon, Nearly five months ago I got help from the community to modify one of the chat bubbles. In the process of building that I lost an important bit of the system - the clients name entry before the chat starts.*Please note that we have the the chat bubble set to turn off outside business hours. 8 - 6 EST.This is our standard and live site with chat: https://manitoulintransport.com/This is the development site we created the site on: https://manitoulintdev.wpengine.com/Depending upon the time you are looking we have changed the icon and it bounces - although that may have to go -but I can’t get it to ask for the Clients name upon first chat.If someone could give me an idea what I broke, it would be hugely appreicated. Please let me know if this is the approprate place to ask this question. Thank you!