How to use Freshchat as a live agent from Smartloop bot

Install Template

First, you'll need the Freshworks Template (opens new window). Follow the instructions to install it in your account. We will be using it as a starting point to integrate a messenger bot with Freshdesk.

Customize the Template

To configure settings in the Smartloop bot, click on "Configure" button.

Click on Freshchat link from Configure -> Integrations section:

This will bring up the step-by-step wizard to complete the integration

You will need to provide values in the box above as follows:

App Id: You will get this value from Freshchat portal (opens new window). Login to your Freshchat account, go to Settings -> Account Settings -> Integration Settings. Copy the App Id from the Agent Widget section to the App Id in the Smartloop bot:

API Token: While in Freshchat portal, go to Settings -> API Tokens. Click on "Generate Token" and copy this.

This token value should be copied in the API Token text box of Smartloop portal.

Opening message: This is the message that the agent would see when user initiates the live chat.

Closing message: This is the message that user would see when an agent marks the conversation as resolved.

TIP

Please make a note of the Freshchat Webhook value that we will use in the next step.

Configure Freshchat settings

Login to your Freshchat account, go to Settings -> Webhooks. Use the Freshchat Webhook copied in the earlier step and enter it in the Webhook text box:

Click "Save" to continue.