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Flow Customer Services: Freshchat

Flow Customer Services: Freshchat

Flow integrates seamlessly with Freshchat to combine messaging automation and agents

Screenshot 2021-05-04 at 8.28.37 PM.png

Prerequisites

You must have a working Freshchat installation with admin rights.

Installation

Following the steps below, you can connect Freshchat with a Flow project.

Step 1. Add the integration

  • Login to the Flo dashboard
  • Open the integration section
  • Press the + icon, choose the "Customer service" tab and click on the Freshchat integration

Step 2. Configure the webhook url

  • After adding the integration copy the webhook url from the integration settings
  • Login Freshchat and go to the Settings screen
 

freshchat_1_settings.png

 

  • Open the webhooks menu
 

 

freshchat_2_webhooks.png

 

  • Enable webhooks, paste the webhook url you copied from the Flow integration screen and press save
 

freshchat_3_webhook_settings.png

 

Step 3. Configure the App ID

  • Again open the Freshchat settings screen
 

freshchat_4_settings .png

 

  • Choose the Account settings menu and select the Integration Settings section
 

freshchat_5_account_settings.png

 

  • Copy the App ID
 

freshchat_6_appId.png

 

  • Go back to the Flow integration screen and paste the App ID
 

freshchat_7_appId_flow.png

Step 4. Configure the API Token

  • Again go to the Freshchat settings screen
 

freshchat_8_settings.png

 

  • Enter the API Tokens menu
 

freshchat_9_api_tokens.png

 

  • Press the Generate Token button and copy the new API Key
 

freshchat_10_api_key.png

 

  • Go back to the Flow integration screen and paste the copied API Key
 

freshchat_11_api_key_flow.png

 

  • Don't forget to press the Save button!

Other options

Region

Freshchat works with different regions. Make sure you choose the correct region or else you are unable to save the configuration.

You can verify your region by looking at the login URL of your Freshchat environment. If the URL contains -eu you'll need to choose EU, else you are in the US region.

Channel name

In case you connect to multiple channels we provide a way that the name of the channel is configured as a user property within Freshchat

 

freshchat_12_user_property.png

Receiving messages

In order to receive messages inside Freshchat, make sure you add a handover reply action. When the handover action is triggered, the conversation will be loaded inside Front.

When an agent archives or removes the conversation, the bot will automatically resume. If the handover occurs again for the same user, Flow will import messages created after the last handover.

Troubleshooting

I see an error whenever I save the integration within Flow

Please check the copied and pasted tokens into the Flow Freshchat configuration. If they are exactly the same, try a different region and press save again. If you still continue to receive an error, contact our support.

Labels (1)

Flow Customer Services: Freshchat

Flow integrates seamlessly with Freshchat to combine messaging automation and agents

Screenshot 2021-05-04 at 8.28.37 PM.png

Prerequisites

You must have a working Freshchat installation with admin rights.

Installation

Following the steps below, you can connect Freshchat with a Flow project.

Step 1. Add the integration

  • Login to the Flo dashboard
  • Open the integration section
  • Press the + icon, choose the "Customer service" tab and click on the Freshchat integration

Step 2. Configure the webhook url

  • After adding the integration copy the webhook url from the integration settings
  • Login Freshchat and go to the Settings screen
 

freshchat_1_settings.png

 

  • Open the webhooks menu
 

 

freshchat_2_webhooks.png

 

  • Enable webhooks, paste the webhook url you copied from the Flow integration screen and press save
 

freshchat_3_webhook_settings.png

 

Step 3. Configure the App ID

  • Again open the Freshchat settings screen
 

freshchat_4_settings .png

 

  • Choose the Account settings menu and select the Integration Settings section
 

freshchat_5_account_settings.png

 

  • Copy the App ID
 

freshchat_6_appId.png

 

  • Go back to the Flow integration screen and paste the App ID
 

freshchat_7_appId_flow.png

Step 4. Configure the API Token

  • Again go to the Freshchat settings screen
 

freshchat_8_settings.png

 

  • Enter the API Tokens menu
 

freshchat_9_api_tokens.png

 

  • Press the Generate Token button and copy the new API Key
 

freshchat_10_api_key.png

 

  • Go back to the Flow integration screen and paste the copied API Key
 

freshchat_11_api_key_flow.png

 

  • Don't forget to press the Save button!

Other options

Region

Freshchat works with different regions. Make sure you choose the correct region or else you are unable to save the configuration.

You can verify your region by looking at the login URL of your Freshchat environment. If the URL contains -eu you'll need to choose EU, else you are in the US region.

Channel name

In case you connect to multiple channels we provide a way that the name of the channel is configured as a user property within Freshchat

 

freshchat_12_user_property.png

Receiving messages

In order to receive messages inside Freshchat, make sure you add a handover reply action. When the handover action is triggered, the conversation will be loaded inside Front.

When an agent archives or removes the conversation, the bot will automatically resume. If the handover occurs again for the same user, Flow will import messages created after the last handover.

Troubleshooting

I see an error whenever I save the integration within Flow

Please check the copied and pasted tokens into the Flow Freshchat configuration. If they are exactly the same, try a different region and press save again. If you still continue to receive an error, contact our support.

Labels (1)
Last Reviewed:
04-11-2022 09:36 PM

Flow Customer Services: Freshchat

Flow integrates seamlessly with Freshchat to combine messaging automation and agents

Screenshot 2021-05-04 at 8.28.37 PM.png

Prerequisites

You must have a working Freshchat installation with admin rights.

Installation

Following the steps below, you can connect Freshchat with a Flow project.

Step 1. Add the integration

  • Login to the Flo dashboard
  • Open the integration section
  • Press the + icon, choose the "Customer service" tab and click on the Freshchat integration

Step 2. Configure the webhook url

  • After adding the integration copy the webhook url from the integration settings
  • Login Freshchat and go to the Settings screen
 

freshchat_1_settings.png

 

  • Open the webhooks menu
 

 

freshchat_2_webhooks.png

 

  • Enable webhooks, paste the webhook url you copied from the Flow integration screen and press save
 

freshchat_3_webhook_settings.png

 

Step 3. Configure the App ID

  • Again open the Freshchat settings screen
 

freshchat_4_settings .png

 

  • Choose the Account settings menu and select the Integration Settings section
 

freshchat_5_account_settings.png

 

  • Copy the App ID
 

freshchat_6_appId.png

 

  • Go back to the Flow integration screen and paste the App ID
 

freshchat_7_appId_flow.png

Step 4. Configure the API Token

  • Again go to the Freshchat settings screen
 

freshchat_8_settings.png

 

  • Enter the API Tokens menu
 

freshchat_9_api_tokens.png

 

  • Press the Generate Token button and copy the new API Key
 

freshchat_10_api_key.png

 

  • Go back to the Flow integration screen and paste the copied API Key
 

freshchat_11_api_key_flow.png

 

  • Don't forget to press the Save button!

Other options

Region

Freshchat works with different regions. Make sure you choose the correct region or else you are unable to save the configuration.

You can verify your region by looking at the login URL of your Freshchat environment. If the URL contains -eu you'll need to choose EU, else you are in the US region.

Channel name

In case you connect to multiple channels we provide a way that the name of the channel is configured as a user property within Freshchat

 

freshchat_12_user_property.png

Receiving messages

In order to receive messages inside Freshchat, make sure you add a handover reply action. When the handover action is triggered, the conversation will be loaded inside Front.

When an agent archives or removes the conversation, the bot will automatically resume. If the handover occurs again for the same user, Flow will import messages created after the last handover.

Troubleshooting

I see an error whenever I save the integration within Flow

Please check the copied and pasted tokens into the Flow Freshchat configuration. If they are exactly the same, try a different region and press save again. If you still continue to receive an error, contact our support.

Labels (1)
Version history
Last update:
‎06-20-2021 06:18 AM
Updated by:
Contributors