Freshchat Live Chat
- Hammad Siddiqui
- Matthew Miao
UChat now enables it users to integrate its livechat with Freshchat, increasing their productivity by combining Freshchat’s livechat feature with UChat’s automations.
Integrating Freshchat With UChat
On UChat’s dashboard, click on integrations tab, scroll down till you see livechat integration and then select freshchat from it.
We require three things:
Domain
App Id
API Key
Finding Domain
On your freshchat dashboard, click on Gear icon and click on admin settings
Scroll down till App section and select “Mobile App for Chat”
Copy and paste your domain id inside the Domain field in Uchat
Finding App Id
Go to admin settings and scroll down till you see Chat widget settings.
Click on Integrations settings and copy the App Id
Finding API Key
Go to admin settings and scroll down to API, click on API settings
Create and copy the API key and paste it inside UChat.
Integrating Webhook
After getting a verified status inside UChat, you will need to copy the webhook back into Freshchat.
Copy the url and go back into Freshchat, go to admin settings and scroll down til API. Click on Webhooks for Chat
Copy the webhook inside the field. The integration is complete.
Choosing Correct Channel
You may have the wrong channel by default. Inside UChat, click on Change Channel Id button
Make sure you have the right channel selected.
Changing channels may cause issues with your bot users, we advise caution
How to trigger live chat to Freshchat
Once you have set up everything, and now you can build the chatbot to automate your business, also you can integrate with Dialogflow to reconganize the user’s intent and redirect them to your chatbot automation as well.
This should dramatically reduce your live agent support workload. But still if the user want to reach out to support anywhere in the flow.
You can use the action of “Talk to human/Pause Automation” in the basic action, and also you will have the option to set the default timer to pause the automation.
All the messages send from the user will be forward to Freshchat dashboard. You should be able to see the user from the inbox.
Please note that UChat will push the user’s social profile image & name, phone number, email to Freshchat.
Also the user_ns, user_id and channel will be also added to the custom user properties.
And then you can send text, image or files to the user.
And also UChat support you to add note to the user, and the note will sync to UChat user.
Below is screenshot of sending private note from Freshchat.
In UChat, you can find the note have been added to the user.
If live agent click the resolve button in Freshchat, then the live chat sesion with the UChat chatbot user will be ended.
After the Freshchat agent resolve the conversation, any message sent from UChat will trigger the chatbot again.
However, the user can trigger live chat again if this is needed.
One thing to note is that, If the Freshchat live chat agent decided to send follow up message from the Resolved folder, depending on if there is 24 hour window restriction, if there isn’t, the message will delivered to the user, and reactivate the live chat session.
If the user is out of 24 hour window for particular channel(WhatsApp, Messenger, Instagram), then we will return the message “ The user is out of contact window, please contact through email or sms”.
And last thing to note is that every time the Freshchat live agent send message to the UChat user, the time will reset to default 30 mins, so that the conversation can continue without accidentally push the user back to chatbot.