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Freshchat
Not governed by Freshworks Freddy AIAs a reminder, the way in which a given App within the Freshworks Marketplace processes, transmits, uses, and retains data (including in the context of artificial intelligence (AI) related features) is defined by the license terms offered by the relevant third-party licensor of that App.
The Freshchat integration allows support teams to engage with website visitors & customers
Published by Freshworks(about over 2 years ago)
Supported for
Enable the integration in Freshdesk to:
1. Get a complete view of your conversation status - open, assigned, resolved etc
2. Assign conversations to a team member or a group
3. Know who your customers are - their profile, website navigation path, and previous support tickets
4. Reply using words, emojis, images, FAQs, or a canned response.
5. Get notified about a new message or response made on an ongoing message to act in real-time.
6. Resolve conversations and choose between converting them into a new ticket or appending to an existing one.
Enable the integration in Freshchat to:
1. Convert conversations into tickets
2. Import Freshdesk FAQ folders into the Freshchat messenger as FAQ categories
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Marketplace Resources
Follow the steps below on your Freshdesk account to set up your Freshchat integration:
STEP 1: Go to Admin → Support Channels → Freshchat
STEP 2: Click on the ‘Link Freshdesk with your Freshchat account’ toggle
STEP 3: Enter your Freshchat App ID (You can get your App ID from Settings → Account Settings → Integration Settings → Agent widget)
STEP 4: Enter your Freshchat Token ID (You can get your Token ID from Settings → Account Settings → Integration Settings → Visitor widget)
STEP 5: If you want to integrate the Freshchat messenger on your support portal, click on the ‘Chat for your support portal’ toggle.
STEP 6: Click on ‘Finish’ and you’re all set.
Click on the ‘chat’ icon on the bottom left of your screen to chat with visitors and customers from right within your helpdesk.
STEP 7: To convert your Freshchat conversations into Freshdesk tickets and transport Freshdesk FAQ folders into Freshchat FAQ categories use your Portal URL and API Key inside Freshchat → Settings → Integrations → Freshdesk Integration
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Data Management and Storage
Does your app use AI or GenAI features?
NA
Does your app use "Freshworks AI powered features or Freddy AI" and comply with Freshworks AI powered features and Freddy AI terms?
NA
Does your app collect / process any End-User data?
NA
Does your app store any End-User data?
NA
Does your app share End-User Data with any third party entities?
NA
NA
Can the End-User data be exported?
NA
Can End-User data be accessed through your app logs?
NA
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?
NA
Does your app allow customers to request a custom End-User Data retention period?
NA
For more information related to privacy and security, reach out to developer support
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