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Install
OverviewRatings and ReviewInstallation InstructionsPrivacy & Security
[AVAILABLE ONLY ON PRO & ENTERPRISE PLANS]
Automate a variety of workflows including but not limited to the following.
➤ Auto Responder - Automatically send a response
➤ Chat Rescuer - Rescue an unattended conversation
➤ Overflow Handler - Handle overflowing groups
➤ Auto Escalation - Escalations for SLA violations
This app comes with a bunch of predefined automations to help you get started. You can further create more automations based on your business needs.
The functionality of the app is great, but setting it up is a pain in the a**.
The latest update added https validation for the domain, which meant we had to update our domain in the app.
However, the app wouldn't accept the new domain until we had manually clicked "Verify" on the API key and APP ID.
All it told us was that validation wasn't completed.
The functionality of the app once it's set up would be a 4, but the setup process being so bad pulls it down to a 2 for me.
To install Advanced Automations
1. Log in to the Freshchat portal and go to the Marketplace gallery using the given link https://<your_subdomain>.freshchat.com/a/<your_account_id>/marketplace
2. From Browse by category, select All and search for the Advanced Automations app.
3. Select Advanced Automations and you will be redirected to the app installation page. Click Install.
Configure Settings
1. Once the app has been installed, go to the app settings.
2. Enter the Freshchat API Key and click Verify. To obtain the Freshchat API Key go to https://<your_subdomain>.freshchat.com/a/<your_account_number>/settings/apikeys and click the Generate Token button.
3. Enter the SDK APP ID and click Verify. To obtain the SDK APP ID go to https://<your_subdomain>.freshchat.com/a/<your_account_number>/settings/apisdk.
4. Click on Save.
Configure Automation
Once the Freshchat API Key and SDK APP ID are verified, you will be redirected to the automations page.
Click the Enable button to obtain a set of predefined automations.
Click Save.
Create a new Automation
To create a new automation, click Create Automation and perform the following steps.
Step 1: The trigger that will start the automation.
Provide a name for your automation
Choose one or more triggers from the drop-down list.
For example, the automation can be triggered when an agent sends a reply.
Step 2: Condition that needs to be satisfied for the automation to be executed.
Define the conditions that need to be satisfied to run the automation.
Click Add condition to configure a condition.
For example, the condition could be Assigned agent -> Equals -> Agent Name.
Step 3: The actions that the automation should execute.
Configure the actions that need to be executed when the conditions are satisfied.
You may chain the actions by choosing multiple actions.
For example, Send a reply followed by Resolve the conversation.
Step 4: Schedule execution of actions.
When the conditions are satisfied the automation will execute the configured actions immediately.
However, if you wish to defer the execution of actions, enable the scheduler and provide the delay (in seconds).
While the execution has been deferred, if you wish to cancel the execution of the actions, you may provide one or more triggers that will cancel the schedule.
For example, if the delay is 120 seconds and the cancel trigger is "Agent sends a reply", it means that the actions will be executed after 120 seconds unless interrupted by an Agent sending a reply.
Step 5: Summary of the automation.
You may review the summary of the automation and click Finish.
You will be redirected to the automations list page.
Step 6: Click Save.
Edit an existing Automation
On the Automations list page, click the hamburger icon next to the automation that you wish to edit.
Choose Edit and configure the automation in the same way as you would when you created the automation.
Click Finish and then click Save.
Delete an existing Automation
On the Automations list page, click the hamburger icon next to the automation that you wish to delete.
Choose Delete and you will be prompted with a confirmation.
On confirmation, click Save.
The information listed below is provided by the App Developer Partner pertaining to the data privacy policies of the latest app version available on the Freshworks Marketplace. The App Developer Partner is solely responsible for the accuracy of the information provided.
What is End-User data?
Any information that is generated or provided by individuals while using your apps in connection with Freshworks products.
What transfer mechanism is in place to govern those transfers?
End user data is transferred in encoded format in case of scheduled rules. This data is shared with our internal scheduler service using authenticated APIs.
Can the End-User data be exported?
No
Can End-User data be accessed through your app logs?
No
Is the End-User data encrypted at rest?
NA
Is the End-User data encrypted in transit?
NA
Does your app adhere to the OWASP (Open Web Application Security Project) security standard?
NA
Does your app permanently delete the customer data as soon as the customer uninstalls the app?
Yes
Does your app allow customers to request a custom End-User Data retention period?
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Version History
63.0 (November 2024)
Https domain check
Hide dependent fields in conversation properties
Static IP bug fix
Minor bug fixes
62.0 (October 2024)
Conversation Property bug fix
61.0 (September 2024)
Bug fix
Conditions text input field value fix
60.0 (September 2024)
Channel source is available as a condition [Email, SMS, Phone, etc]
59.0 (September 2024)
User property batch update action
API serialization bug fix
Removed "Skill" from Conversation Property update Action
Agent reassignment due to Conversation Property update action fixed
Minor optimization changes
58.0 (August 2024)
Placeholder bug fix
57.0 (August 2024)
User property batch update action
GET API serialization bug fix
Removed "Skill" from Conversation Property update Action
Agent reassignment due to Conversation Property update action fixed
Minor optimization changes
56.0 (February 2024)
Placeholder bug fix
55.0 (January 2024)
disable certain logs
54.0 (November 2023)
1. Conversation property support on advanced automation.
2. Support paytm placeholder changes
3. Email name change for automated emails
4. Send message support for email conversations
53.0 (November 2023)
Email body parsing in rule conditions
Casting of payload content in POST/PUT/PATCH api
Extended logging
minor bug fixes
52.0 (October 2023)
app revert
51.0 (October 2023)
Bug Fixes :
- Email body based conditions can be now added to rules
- SLA trigger bug is resolved
- Additional logging for debugging
New features :
- Conversation property based triggers and conditions
- Casting of API payload to specific data types [interger, string, boolean]
50.0 (October 2023)
Reverting to stable build
49.0 (October 2023)
Support for conversation properties in advanced automations
48.0 (October 2023)
custom Content-Type header can be passed in the API configuration.
47.0 (October 2023)
System user thumbnail fix
46.0 (October 2023)
Extra conditions for telephony in chat
45.0 (October 2023)
Bug Fix : Group assignment
44.0 (October 2023)
Email changes for gmail id not receiving emails
Language Bug fix for Kairos Translation
Logging for job creation and cancellation
43.0 (October 2023)
Added Telphony options as trigger
42.0 (October 2023)
Update includes changes needed for custom conversation status 1cx feature
41.0 (October 2023)
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40.0 (October 2023)
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39.0 (October 2023)
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38.0 (October 2023)
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37.0 (October 2023)
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12.0 (October 2023)
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11.0 (October 2023)
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10.0 (October 2023)
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9.0 (October 2023)
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8.0 (October 2023)
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7.0 (October 2023)
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6.0 (October 2023)
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5.0 (October 2023)
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4.0 (October 2023)
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3.0 (October 2023)
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2.0 (October 2023)
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