Connect Freshchat

Supported conversations

The connector can read a Freshchat conversation by its ID, with customer, agent, and bot messages that the API returns.

The transcript uses text and reply labels. Private bot notes and messages without supported text do not import.

No automatic imports

The Freshchat connector can retrieve a conversation by its ID. Automatic imports and history imports are not available yet.

A saved connection does not import conversations. Contact support before setup to check how to import your conversations.

Before you start

• A Bubbling account with access to your project.
• A Freshchat account administrator who can provide an API token and your Freshchat domain.
• Import instructions from Bubbling support and one conversation to test the import.

Set up access

1. Ask your Freshchat administrator for the token under Admin settings > APIs for chat.
2. In Bubbling, open Connect. If a source already exists, select New connection.
3. Select Freshchat (Freshdesk Omni).
4. Enter only your Freshchat domain, such as acme for acme.freshchat.com.
5. Paste the token into API key and select Connect.

Limitations

Automatic imports, historical imports, and a self-service webhook connection are not available for this connector.

The Freshchat connector does not import Freshdesk Support tickets. Attachment contents and voice recordings are not reviewed.

Check the import

1. Follow the instructions from support to import one conversation.
2. Open Conversations and compare its messages with the original in Freshchat.

Common problems

• If Connect shows no conversations, contact support for import instructions.
• If you see an access error, check the domain and ask your Freshchat administrator to check the token.
• If the token was replaced, update API key in the Bubbling connection and select Save.

Create your first alert

1. After a conversation appears in Conversations, open Monitors.
2. Create a monitor and select Lost sale under Common monitors.
3. Select Test on past conversations to check the example against recent conversations.
4. Close the results and check that Active state is on.
5. Select Save.

Receive alerts by email or Slack

1. Open Settings and turn Notifications on.
2. Set Frequency to As it happens or Once a day.
3. Under Email, select Send test message and check the project owner inbox.
4. If Slack is available, connect your workspace and choose a channel.
5. Turn the Slack switch on and send a test message.