Freshchat

Modified on: Fri, 12 Apr, 2024 at 11:35 AM Freshdesk Omni (formerly CSS) With Freshchat and Freshservice integration, you can make conversations with your customers using the Freshchat widget within your Freshservice account and convert chat conversations in Freshchat into tickets on Freshservice without switching tabs or windows.This also means, while your agents are responding to tickets, they can still receive notifications on the chats assigned to them and reply to customers directly on Freshservice.The Freshchat-Freshservice integration involves the following steps:Setting up Freshservice in Freshchat Define rules for converting chats to ticketsConverting Freshchat conversations into Freshservice ticketsSetting up Freshchat inside FreshserviceSetting up Freshservice in Freshchat Login to Freshchat as an Account Owner or Admin.Go to Admin Settings > Apps > Integrations > Freshservice.Add your Freshservice portal URL and your Admin User Token, and click Authorize. Your Admin User Token is your Freshservice API key. You can find it in your Freshservice account under Profile Settings.Once your Freshdesk credentials are authorized successfully, you can proceed with defining rules to convert chats to Freshservice tickets in the next screen.Now that your Freshchat and Freshserive accounts are integrated, define the rules for converting chats into tickets on Freshservice. You can make it mandatory for agents to convert every conversation into a ticket upon resolving it (closing it). Toggle this option to make ticket creation mandatory.Choose the Freshservice ticket fields that agents must fill while creating the ticket. From the drop-down option, select the mandatory and optional fields from Freshdesk and then choose the corresponding values. You can also leave the Valuefield blank and allow agents to choose.Select the Show field option to make the fields visible to the agents, and then choose the permissions. You can make the ticket fields Editable, Non-editable, or Editable and mandatory for your agents.Click Sync Fields for all the changes to take effect, and finally click Save. Note: Esnure that your Freshservice field types are compatible with Freshchat custom properties for converting a chat into a ticket.Converting Freshchat conversations into Freshservice ticketsOnce you complete the integration, your agents can start using Freshservice within Freshchat.When an agent answers customer queries on Freshchat, they can close the conversation by resolving them. Resolved conversations move to the Resolved view and can be accessed anytime. Alternatively, with Freshservice integration, agents can resolve a conversation in Freshchat and instantly convert them into a Freshservice ticket.This will be useful when they cannot address all

Modified on: Wed, 5 Apr, 2023 at 4:30 PM Employee support in organizations relies on ticketing and email, making quick support almost inaccessible. Employees have to wait around for their issues to be fixed resulting in a loss of their productivity. This disgruntlement of your employees can directly impact the CSAT ratings for your agents.If great employee experience is the prime focus for your organization, interactive employee support will be a boon in boosting experience. With Freshchat integration, enable your agents to have real-time conversations with your requesters to understand and resolve their issues faster. The integration eases ticket resolution for agents by allowing them to seamlessly support issues in real-time right from their service desk environment.With Freshchat integration agents can perform the following actions from right from chats:Enable chat support for end-usersResolve chat requests right from FreshserviceConvert conversations into ticketsHow do you set it up?Note: If you've already set up the integration from Freshchat using the portal customization settings in Freshservice, follow the below steps to enable the Freshchat widget for your agents right within Freshservice. This will not affect your existing configurations.Navigate to Admin > General Settings > Support Channels > Chat You can either create a new trial account (valid for 14 days) or you can link your existing Freshchat account. To link an existing account,Enter your Freshchat App ID and widget token. You can find this under Admin > Setup > Account settings in your Freshchat account. Click Connect to link your account.Chat SettingsOnce you complete your integration setup, you can manage your chat settings from Admin > General Settings > Support Channels > ChatEnabling Chat on Support Portal To enable the chat widget on your support portal, enable this toggle to help requesters reach out to your agents via chat. If you have an MSP account, you can choose to enable the widget for all your support portals or for selected ones.Bringing Freshchat to your Website You can embed the Freshchat widget in any websites that you have hosted for your employees. Click Copy from Freshchat and paste the code in the website of your

The customer concerns immediately. Instead of having these conversations open in the queue, agents can convert them into a ticket and follow up later. This also declutters the chat queue and reduces their response time.On your Team inbox, click on the conversation you want to resolve and convert it to a ticket.On the top-right corner, click Resolve and Create Ticket in Freshservice.You can choose to save the conversation as a new ticket or append it to an existing ticket.If you want to save the conversation as a new ticket, choose the values for the ticket fields and click Resolve and Create Ticket. Based on the Freshdesk integration settings, some ticket fields will be auto-populated (See the steps above). But you can always edit the values if necessary.To save the conversation to an existing ticket, select Append to existing ticket and choose the ticket.Setting up Freshchat inside FreshserviceLogin to your Freshservice account and go to Admin > Support Channels > Chat.You can link your existing Freshchat account or create a new account.To create a new Freshchat account, click Create a Trial Freshchat account.To integrate your existing Freschat account with Freshservice, click the link to your existing Freschat account.You can enter your Freshchat Account URL, app ID, and Widget token. To find these details, go to your Freshchat account and navigate to Admin Settings > Configuration and Workflows > Web Chat Settings > Integration Settings. The domain name is your Freshchat account's domain name.Click Connect.Now, you can access your Freshchat Team Inbox within your Freshservice account. Did you find it helpful? Yes No Can you please tell us how we can improve this article?

Modified on: Fri, 7 Jun, 2024 at 12:37 PM OverviewThe Zalo for Freshchat app lets customer service agents communicate with customers via Zalo. Pre-requisitesHere are the pre-requisites in order to set up and use the Zalo app:Zalo account (OA ID and Authorization Code)An Hexasync account to enable communication between Freshchat and ZaloAPI token from FreshworksFeaturesThe table below provides an overview of all the supported message types, automation, structured message formats, message events and consumer profiles: Message TypesTextIncomingYesOutgoingYesImageIncomingYesOutgoingYesVideoIncomingYesOutgoingYesAudioIncomingYesOutgoingYesFileIncomingYesOutgoingYesEmojiIncomingNoOutgoingYesGIFsIncomingNoOutgoingNoStickersIncomingNoOutgoingNoAutomationBotsBot to userNoStructured MessagesArticlesBot to userNoCarouselBot to userNoButtonsBot to userNoDropdown ListBot to userNoMessage EventsDeliveredIncomingNoOutgoingNoReadIncomingNoOutgoingNoTypingIncomingNoOutgoingNoConsumer ProfileUser NameNoImageNoConfigurationSetup Hexasync accountSign up for a Hexasync profile here.Please sign up for a company account if you haven't already. Click the button (+) to create a new profile and provide system information as shown below. Upon successfully creation of your profile, please reach out to Hexasync with the name of the account/profile and profile owner's email. Make sure to also send your Freshchat and Zalo OA details. To know more about the steps to get Freshchat and Zalo OA details, please read below. Get Freshchat App ID and API KeyFreshchat app ID : To get the Freshchat App ID, please visit Channels -> Mobile SDK page. Freshchat API token : To get the API key, please visit Admin > API settings page.Zalo SetupClick the Hexalink URL provided above. Choose the OA account that you wish to use to integrate with Freshchat. However, please note that you will need to be an OA admin to grant OA access. Check the box to accept. Copy the OA ID and Authorization Code. When done, please reach out to team Beehexa at [email protected] to complete the setup. Please click here for more information. PricingContact [email protected] to get details on pricing. Did you find it helpful? Yes No Can you please tell us how we can improve this article?

When you use Freshchat as your customer-facing widget, your customer will first see Topics. Topics are specific messaging channels that your customers can use to connect to your team. Depending on the Topic, you can offer specific support. If you’re using bots, you can trigger a different bot flow for each Topic. If you have multiple Whatsapp numbers connected to your Freshchat account, you can even set up unique bot flows for each of these numbers.When you’re using Freshchat BYOB, you can have only one bot connected to your Freshchat at account at a given point in time. You can build the bot flows for the different topics and Whatsapp numbers in the same bot, and use conditional logic to trigger the relevant bot conversations to your customers.TABLE OF CONTENTSSetting up the APISetting up the conditional logicGetting the channel IDs from Freshchat Setting up the conditional logicSetting up the APILogin to your Freddy Self-service account as the Owner/Admin and open the bot for which you need to set up the API.Navigate to Flows > Configure > API library > and click on New API.You will use this new API to recognize the Topic in which your customer has initiated the Freshchat conversation.Configure the API endpoint in the URL section. This will change based on the data center of your Freshchat account.India DC: ID> Europe DC: ID> US DC: ID> Australia DC: ID>Set the method for the API call to GET.The external ID for the endpoint is a placeholder that stores the conversation id from Freshchat . To insert this placeholder, click on the + icon in the URL text editor > Parameters > External Conversation ID.Add the Authorization Header, as shown below. The Authorization key is “Bearer ”. To get the API token, open your Freshchat account settings > API Tokens > Generate/Copy an Existing API token. Enter channel_id, as the Required response parameter. This will return the channel ID to your bot, which can then use conditional logic to decide which bot flow or Whatsapp number to trigger.Setting up the conditional logicWhen your customer reaches out via the Freshchat widget, the bot will start looking for a matching intent. There can be three ways for this interaction to start:Your customer might start with a greeting, which is then matched with the Hello flow.You can choose to map the conversation (based on the keywords your customers use) to a different intent — such as a flow name of any answers that you've set up.If the bot is unable to match the conversation based on the intent, it will instead trigger the Sorry flow. To make the customer experience is seamless, you can mark the first dialog in the “Sorry” flow private and then connect the “Sorry” flow to the first dialog in the “Hello” flow or to a different flow that you have set up.Open the first dialog in your “Hello” flow and mark it as private.Add a new Action > pick Trigger API > pick the API that you

The Google maven respository to your root build.gradle } // ADD THIS AT THE BOTTOM apply plugin: 'com.google.gms.google-services'After you add the initialization code, run your app to send verification to the Firebase console that you've successfully installed Firebase.4. Receiving push tokenYou need to create FirebaseMessagingService.javaTo use FirebaseMessagingService, you need to add the following code in your app manifest, Push token will be received in onNewToken function of FirebaseMessagingService class. Refer for more details.On receiving the push token, you can pass it to Freshchat using the below snippet.Freshchat.getInstance(context).setPushRegistrationToken(token);5. Receiving push notification and passing to React native freshchat SDKBy overriding the method onMessageReceived() in FirebaseMessagingService, you can access the push notification payload.Use the below snippet to pass the receive payload to React native freshchat SDK. Add it to FirebaseMessagingService.javapackage com.example.hotlineapp;import com.freshchat.consumer.sdk.Freshchat;import com.google.firebase.messaging.FirebaseMessagingService;import com.google.firebase.messaging.RemoteMessage;public class MyFirebaseMessagingService extends FirebaseMessagingService { @Override public void onMessageReceived(RemoteMessage remoteMessage) { if (Freshchat.isFreshchatNotification(remoteMessage)) { Freshchat.handleFcmMessage(this, remoteMessage); } }}Note: Since Freshchat native SDK is part of React Native Freshchat SDK, you might see “com.freshchat.consumer.sdk.Freshchat” in red color (Cannot resolve class error). But these classes will be added while build generation. iOS1. Push Notification p12 Certificate creation and uploading to FreshchatRefer Enabling Push Notification capabilitiesGo to capabilities section of your Xcode project and enable Push Notification feature. 3. UserNotifiications Framework setupi. Import UserNotifications framework inside your Appdelegate class.ii. Make your Appdelegate class conforms to UNUserNotificationCenterDelegate protocol and add the following code inside.application(_ application: UIApplication, didFinishLaunchingWithOptions launchOptions [UIApplicationLaunchOptionsKey: Any]?) -> Bool function, UNUserNotificationCenter.current().delegate = self UNUserNotificationCenter.current().requestAuthorization(options:[.badge, .alert, .sound]){ (granted, error) in }