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Overview

Freshchat is Freshworks’ live chat platform. Connecting it to Chatbase lets your AI agent hand a conversation over to a human agent in Freshchat when the customer needs a person, so your team can pick it up in real time.

What you can do:

Let the AI handle routine questions, and hand the customer to a live Freshchat agent when the issue needs a person.

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Before you start

  • A Chatbase account with an AI agent
  • A Freshchat account with admin access

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How to connect Freshchat

1

Get your chat URL and API key from Freshchat

In Freshchat, go to Admin > Configure > API Tokens, then copy the chat URL and API key shown there.If your chat is part of Freshsales Suite, go to Settings > Admin Settings > Website Tracking and APIs > API Settings instead.
2

Connect Freshchat in Chatbase

  1. Navigate to your Chatbase dashboard.
  2. Click the AI agent you want to enable live chat for.
  3. Navigate to Integrations.
  4. On the Freshchat card, click Connect.
  5. Enter your Chat URL, for example https://yourcompany.freshchat.com, and your API Key.
  6. Click Submit.
Once connected, the card shows Connected.
3

Create the Freshchat live chat action

Navigate to Build > Actions, click Create action, then select Freshchat live chat. See Freshchat live chat for how to configure it.
Test the integration by asking your AI agent to speak to a human, and confirm the conversation reaches a live agent in Freshchat.

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Limitations

  • Live chat needs an available agent. If nobody is present to take the conversation, the customer waits.
  • The live chat action runs on three channels only: Chat bubble, Help page, and Center Stage. See Channels for what configured, unconfigured, and incompatible mean.

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Next steps

Freshchat live chat

Configure when your AI agent hands customers over to Freshchat.

Escalations action

Prefer an asynchronous handoff? Open a ticket instead of routing the customer to a live agent.