Connect Freshchat and Sam can read a conversation from start to finish, reply or leave a private note, assign it to the right agent or group, and resolve it.
What Sam can look up in Freshchat
- A conversation and all its messages
- The person you are chatting with
- Your agents, groups and topics
What Sam can do in Freshchat
- Reply in a conversation, or add a private note only your team sees
- Assign a conversation to an agent or group, or change its status
- Start a new conversation with someone
What Sam can't do in Freshchat yet
- Browse or search your conversations yet. Give Sam the conversation ID, from Freshchat or the link to it, and it can take it from there.
Connect Freshchat
- →Admin access to Freshchat.
Step 1 - Generate an API token in Freshchat
- In Freshchat, go to Admin > APIs for chat and select Generate Token.
- Copy the token.
- Note your subdomain: the part before .freshchat.com in your Freshchat address. Sam asks for both.
Step 2 - Open the integrations marketplace
Select Connect your tools at the bottom of the left sidebar, above your profile. Search for Freshchat or find it under Browse Integrations.
Step 3 - Paste it in and connect
Select Freshchat, paste what you copied into the fields Sam shows, and select Connect. Once it succeeds, it moves to your Connected tab.
When you connect, you may see a screen of checkboxes, and some are easy to scroll past. Sam can only do what you allow. If you untick one, the matching actions in the list above will fail with a permission error.
If Sam says it can't reach Freshchat later on, see When Sam can't reach one of your tools.
Frequently Asked Questions
Why does Sam ask me for a conversation ID?
The Freshchat connection can open a conversation you point it to, but it can't search for one yet. Copy the ID from the conversation in Freshchat and paste it to Sam.
Will customers see everything Sam writes?
Only replies. Ask Sam for a private note if you want something only your team can see.