Freshchat

The Freshchat modules allow you to monitor, create, update, send, retrieve, list, and delete the conversations, agents, reports, users, channels, and groups in your Freshchat account.

Getting Started with Freshchat

Prerequisites

A Freshchat account – create an account at freshworks.com/live-chat-software/.

The module dialog fields that are displayed in bold (in the Boost.space Integrator scenario, not in this documentation article) are mandatory!

Connecting Freshchat to Boost.space Integrator

To connect your Freshchat account to Boost.space Integrator you need to obtain the API Token from your Freshchat account and insert it in the Create a connection dialog in the Boost.space Integrator module.

Log in to your Freshchat account.
Click Settings > API Tokens > Generate My API Token.
Log in to your Boost.space Integrator account and add a module from the Freshchat app into a Boost.space Integrator scenario.
Click Add next to the Connection field.
In the Connection name field, enter a name for the connection.
In the API Key field, enter the token copied in step 2.
In the Region field, select the applicable region and click Continue.

The connection has been established.

Conversation

Watch Events

Triggers when the following event has occurred (message creation and conversation reopen, assignment, and resolution).

Boost.space Integrator automatically creates a webhook in Freshchat once you add an instant trigger to your scenario.

Webhook Name

Enter a name for the webhook.

Connection

Establish a connection to your Freshchat account.

Get a Conversation

Gets the metadata of a specified conversation.

Connection

Establish a connection to your Freshchat account.

Conversation ID

Select or map the Conversation ID whose details you want to retrieve.

To retrieve this, useWatch Events module and map the fieldData:Message:Conversation IDto here.

Create a Conversation

Creates a conversation object with bulk messages based on the specified conversation information.

Connection

Establish a connection to your Freshchat account.

App ID

Enter (map) the App ID for which you want to create the conversation.

Channel ID

Select or map the Channel ID in which you want to create the conversation.

From

Select or map the user from which you want to start the conversation.

Select or map the user to which you want to send the conversation.

To retrieve this, use Watch Events module and map the field Data:Message:User ID to here.

Content

Enter (map) the message text to start the conversation.

Send a Message to a Conversation

Sends a reply message to a conversation.

Connection

Establish a connection to your Freshchat account.

Conversation ID

Select or map the Conversation ID to which you want to send a reply.

Sending From

Select or map the from which you want to send the reply.

Content

Enter (map) the message text to send as a reply to the conversation.

Image URL

Enter (map) the URL address of the image you want to add to the conversation.

Update a Conversation Status

Updates an existing conversation status.

Connection

Establish a connection to your Freshchat account.

Conversation ID

Select or map the Conversation ID whose status you want to update.

Status

Select or map the status for the conversation:

Resolved
Reopened
Assigned to a group
Assigned to an agent
Assigned to an agent in a group

Agent

List Agents

Retrieves a list of all agents configured by the business that uses Freshchat.

Connection

Establish a connection to your Freshchat account.

Sort Order

Select or map the order in which you want to list the agents:

Ascending
Descending

Limit

Set the maximum number of agents Boost.space Integrator should return during one execution cycle.

Get an Agent

Gets the metadata of a specified agent.

Connection

Establish a connection to your Freshchat account.

Agent ID

Select or map the Agent ID whose details you want to retrieve.

Update an Agent

Updates an agent.

Connection

Establish a connection to your Freshchat account.

Agent ID

Select or map the Agent ID whose details you want to update.

First Name

Enter (map) the agent’s first name.

Last Name

Enter (map) the agent’s last name.

Email

Enter (map) the agent’s email address.

Biography

Enter (map) the agent’s biography details.

Group ID

Enter (map) the Group ID to which you want to add the agent.

Avatar URL

Enter (map) the URL address of the agent’s profile picture.

Social Properties

Add the social media link of the agent. For example, Facebook.

Report

Get a Report

Gets a report of CSV file by links.

Connection

Establish a connection to your Freshchat account.

Start

Enter (map) the start date of the event. The date must not be earlier than 15 months from the current date.

End

Enter (map) the end date of the event. The date must not be later than 1 month from the starting date.

Event

Select or map the event whose report you want to retrieve:

Conversation-Agent-Assigned: Tracks the time taken to assign a conversation to an agent.
Conversation-Group-Assigned: Tracks the time taken to assign a conversation to a group.
Agent-Activity: Tracks agent activity in the Freshchat dashboard.
Agent-Intelliassign-Activity: Tracks agent activity when a conversation is auto-assigned through IntelliAssign.

User

Create a User

Creates a user.

Connection

Establish a connection to your Freshchat account.

First Name

Enter (map) the first name of the user.

Last Name

Enter (map) the last name of the user.

Email Address

Enter (map) the email address of the user.

Phone Number

Enter (map) the user’s phone number.

Image URL

Enter (map) the URL address of the user’s image.

Channel

List Channels

Retrieves a list of all groups configured by the business that uses Freshchat.

Connection

Establish a connection to your Freshchat account.

Sort Order

Select or map the order in which you want to list the channels:

Ascending
Descending

Limit

Set the maximum number of channels Boost.space Integrator should return during one execution cycle.

Group

List Groups

Retrieves a list of all groups configured by the business that uses Freshchat.

Connection

Establish a connection to your Freshchat account.

Sort Order

Select or map the order in which you want to list the groups:

Ascending
Descending

Limit

Set the maximum number of groups Boost.space Integrator should return during one execution cycle.

Other

Make an API Call

Performs an arbitrary authorized API call.

Connection

Establish a connection to your Freshchat account.

URL

Enter a path relative to https://api.freshchat.com For example: /v2/agents

For the list of available endpoints, refer to the Freshchat API Documentation.

Method

Select the HTTP method you want to use:

GET

to retrieve information for an entry.

POST

to create a new entry.

PUT

to update/replace an existing entry.

PATCH

to make a partial entry update.

DELETE

to delete an entry.

Headers

Enter the desired request headers. You don’t have to add authorization headers; we already did that for you.

Query String

Enter the request query string.

Body

Enter the body content for your API call.

Example of Use – List Agents

The following API call returns all the agents from your Freshchat account:

URL:

/v2/agents

Method:

GET

Matches of the search can be found in the module’s Output under Bundle > Body > agents.

In our example, 1 agent was returned:

Legacy article, imported from the original Boost.space knowledge base (/knowledge-base/applications/communication/freshchat/).

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