Using Freshchat

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 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

How to get contact from Freshdesk to Freshchat? Every customer who chat in widget is always undefined

Hello,Today we had a meeting with a customer about Freshchat and their Chatbot.During this meeting, I've seen a few strange behaviors…Like when we've changed something and ticked on preview, the bot always started at Flow 1.1In our training environment, however, our bots always start the preview from the point where we have edited something.So say if you add a Flow 5.5 and want to check that, you just click on Preview it starts the preview at 5.5 and not on 1.1Is this a change that i've missed? or is this a setting that we can edit?Secondary, we've noticed that we cannot delete a pointer that is set.So, if the customer creates a flow (say 5.5 again) and then selects that when choosing option 1, the next step should be flow 6.1 and afterwards sees that it should be 6.2, it is not editable. Do we miss something, or is this normal behavior?Looking forward to hear from you!GreetZ!Chris.

Hi,I don’t know if my idea is feasible or not but I wanted to trigger a chat bot using our app’s push notification.We have integrated freshchat into our app via deeplinks and it’s working fine. To leverage freshchat’s chatbot feature, I had this idea to create a chatbot that show customized plans to a visitor based on their previous activities within our app.The idea was that once a user performs a certain activity, it triggers a push notification that lands a user directly into our freshchat window and thereby triggering a chatbot that shows customized plan to that user.I don’t how much of it is possible since I am quite new to this.Any help in this regard would be appreciated.

I have followed the documentation. I've gotten some support responses, but haven't found a way to make my bot "smarter".It only works under closed answers.Has anyone managed to make the bot more like an AI bot that responds to pre-trained language phrases?

Really? Is not possible to have badges on iOS chat app? As all apps

Why isn’t there an integration between Freshchat and Shopify? same quality as with freshdesk!!!!

Currently the FreshChat in Slack says: This app is not approved by Slack. Learn more.Are there plans to fix this and get it reapproved? There is a newer version of FreshDesk already. Is FreshChat coming? 

Hi there,The Start Again button appears to be missing from our freshchat bot. Any ideas on how to get this back?We’ve tried in Chrome, Brave, and Firefox.Many thanks

Hi everyone, anyone knows an add-on or app that can let us to integrate more than one Facebook profile? Thanks! :)

Dear community,I am creating a chatbot that allows customers to sign up in the website. The chatbot is asking for email and phone number. I want to limit to only Belgium numbers, which starts with +32 with the country code. How can I add a condition that if the requester enters a non Belgium number it follow to a conversation that he can not register and if it is Belgium number then it allows the registration. I have tried using the function Contains  and then the condition: When I test it, the bot says True if I start with +32 but it redirects always to dialog 7.1. If I enter non Belgium code, it says false and correctly redirect to 7.1. I don’t know how to

Hi everyone: Good to be here, as the title, I try not to display widget after initializing with the following setting:window.fcWidgetMessengerConfig = {          config: {            headerProperty: {                hideChatButton: true,            },          },  }; It works fine, but later when I try to show the widget with ‘window.fcWidget.show()’, nothing happens,Is it possible to achieve this behavior?Thanks in advance. 

Hello, I am having issues with the Whatsapp Business Integration. I succesfully integrated a Whatsapp Business number with Freshsales. Messages arrive in the Freshsales Chat section but Freshsales does not provide the second “tick” / checkmark to the sender. Therefore to the sender it looks like the messages was only sent but never delivered. From a customer perspective this is bad. I am trying to find some kind of work-around. I tried having Whatsapp Business on the phone as well so I could just click through the messages there quickly so the sender receives the second tick. However it seems I cannot install the number that is used in Freshsales at the same time on the phone.Any advise on how I could handle this?

Hey guys -  We are using the chatbot in a self serve capacity and I have been asked to also launch said bot via a button.  The code that we were using did launch the chat widget but not the bot. Our bot is only available to users who are logged in and therefore, are authenticated when they launch the chatbot window. As someone who is not a javascript coder, how do i launch the chatbot via an on click of a button? AND have it still utilize the authentication process?  I hope that this is easily doable and would be very grateful for any direction, guidance, assistance, insight and any other advice you might have.  To be clear, they want the chatbot icon on the page but want to launch the chatbot via a button on the page as well.  Fingers crossed someone has done this and am hoping we can do it with minimal effort.  Thank you in advance!! John in Dallas Texas

Hello, I already have WhatsApp business if I buy estate plan of freshchat  it’s free? 

Hi,Our code was working until just this week and now we get 401 errors. We havent made any changes that should cause this so Im curious if it could be the latest Freshchat update or the FDK update. Also curious if anyone knows how to fix it.This is the function I’ve narrowed down is having an issue. It will iterate through once hit the if statement call itself again and then fail on the 2nd .get request.This is the log, I’ve just hid some of the private information.If anyone could help I’d be very grateful.

My support is 100% on WhatsApp, but I saw that it can take “weeks” to add a WhatsApp number into the system.Does anybody knows how long does it can take to add a number from Brazil? Thanks

Hi,We have the ‘direction’ set to ‘ltr’ so the chat widget displays in bottom left. The iframe is set to width 100%. However, the iframe blocks clicks to any content under it which causes issues. How do we resolve this please?

Hello - I would like to be able to do the following:When a conversation is assigned to a specific group in Freshchat. It should trigger a message to be sent to a Space in Google Chat with a link to that conversation from Freshchat.Would appreciate hearing how this might be possible.  Thanks!Justin

Hi All, I recently deployed a self-serve bot to my company’s website and I have reports that while the chat session is open the 1st Hello flow I created triggers at random intervals (no rhyme or reason), sometimes it triggers itself at 8 minutes of session time, sometimes 14, sometimes 20 etc. To combat this I’ve added an inactivity timer so that if the session is inactive for 8 minutes it should trigger an end chat/inactive flow I created, however, the inactivity timer isn’t being triggered either. Any ideas as to what I may be missing?   

Im new to freshdesk, currently implementing our APIs in freshdeck chatbot, is there a way for me to whitelist only freshdesk chatbot IP to access our APIs. cant seem to find the documentation for this.