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Advanced Automations

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Automate your daily chat workflows in Freshchat
Published by Freshworks(about 1 month ago)
Free
4.4 (700+)
download
9.5k
Version History
Version 63.0
Supported for
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
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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.
4.4
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9.5k installs
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700+
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Rahul Vyas
Neotik TECNICO
Dennis Jensen
Hoang Phuong
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.
Data Management and Storage
Does your app use AI or GenAI features?
No
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
No
Does your app collect / process any End-User data?
No
Does your app store any End-User data?
No
Does your app share End-User Data with any third party entities?
No
Does your app transfer European Economic Area (EEA) residents’s End-User Data outside of the EEA?
Yes
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?
No
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