Using Freshchat

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!

“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.  

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

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