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Integrate your SiteGPT chatbot with Freshchat to combine AI automation with live chat capabilities. Your bot handles initial inquiries automatically and escalates to human agents when needed, creating a seamless support experience.

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How it works

Your chatbot integrates seamlessly with Freshchat to provide hybrid AI-human support:

AI-first responses

Bot answers customer messages automatically using your knowledge base

Smart escalation

Seamlessly hands off to human agents when needed

Context preservation

Maintains full conversation history during handoffs

Dual-platform sync

Syncs all interactions to both Freshchat and SiteGPT dashboards

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Prerequisites

A Freshworks account with Freshchat enabled
Admin access to Freshchat settings
A trained SiteGPT chatbot ready to deploy

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Setup

1

Get your Freshchat API credentials

In Freshchat, navigate to Settings → API Tokens.Click Generate Token if you don’t have one. Copy the API Token and note your App ID (found in the URL or settings).
You’ll need these credentials to authenticate SiteGPT with Freshchat.
2

Connect Freshchat in SiteGPT

In SiteGPT, navigate to Integrations → Freshchat and click Get Started.Enter your API Token and App ID from Freshchat, then click Connect.SiteGPT generates a Webhook URL. Copy this URL for the next step.
3

Configure webhook in Freshchat

In Freshchat, navigate to Settings → Webhooks.Click Add Webhook and configure:
  • Webhook Name: SiteGPT Bot
  • Webhook URL: Paste the URL from SiteGPT
  • Events: Select conversation_created, message_created, and conversation_assigned
Click Save to activate the webhook.
These events trigger your SiteGPT bot when customers start conversations or send messages.
4

Configure bot behavior

Return to SiteGPT and configure how your bot behaves in Freshchat:
  • Response mode: Choose between automatic responses or manual approval
  • Escalation triggers: Set keywords or conditions that trigger human handoff
  • Business hours: Optionally limit AI responses to specific hours
Click Save Settings when done.
5

Test the integration

Visit your website with Freshchat enabled and start a conversation.Ask a question like “What is SiteGPT?” The bot should respond with an answer from your knowledge base.Try escalating by typing “speak to human” or clicking the escalation button.
Check the Freshchat inbox to verify conversations appear correctly.

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Webhook events

Configure which Freshchat events trigger your bot: Recommended events:
  • conversation_created - New conversations started
  • message_created - New messages from visitors
  • conversation_assigned - Conversations assigned to agents
Optional events:
  • conversation_resolved - Conversations marked as resolved
  • user_created - New users identified
Enable only the events you need to reduce unnecessary webhook calls.

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Escalation

Users can escalate to human agents by:
  • Clicking the “Escalate to Human” button in bot responses
  • Typing trigger phrases like “speak to human” or “agent”
  • When the bot cannot answer confidently
Configure escalation behavior in SiteGPT’s human support settings.

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Advanced features

Capture leads directly in Freshchat conversations:
  1. Enable lead collection in SiteGPT
  2. Configure trigger keywords (e.g., “pricing”, “demo”, “quote”)
  3. Bot collects contact information when users show interest
  4. Leads sync to both SiteGPT and Freshchat
Perfect for qualifying leads before human agent involvement.
Personalize bot responses for Freshchat:
  • Set up custom responses for common questions
  • Configure welcome messages specific to Freshchat
  • Add quick reply buttons for common actions
  • Customize escalation messages
Maintain consistent branding across all support channels.
Track AI performance in both platforms:In SiteGPT:
  • Response accuracy
  • Conversation volume
  • Escalation rate
  • User satisfaction
In Freshchat:
  • First response time
  • Resolution time
  • Agent workload reduction
  • CSAT scores
Use insights to continuously improve your bot’s performance.

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Managing the integration

Track your Freshchat bot’s effectiveness:Navigate to Chat History in SiteGPT to:
  • Review Freshchat conversation transcripts
  • Identify common questions
  • Analyze escalation patterns
  • Export conversation data
In Freshchat, use the Analytics dashboard to:
  • Track response times
  • Monitor agent workload
  • Measure customer satisfaction
  • View conversation trends

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Best practices

Begin with AI handling simple queries:
  • Enable “Fallback mode” initially to let humans handle most conversations
  • Gradually expand as confidence grows
  • Monitor escalation rates and adjust triggers accordingly
  • Train your bot on common Freshchat conversations
This approach builds trust with your team and customers.
Review conversations weekly to improve accuracy:
  • Check Chat History for misunderstood questions
  • Add frequently asked questions to training data
  • Update chatbot instructions based on patterns
  • Adjust escalation triggers to reduce false positives
Export conversation data monthly to identify trends and knowledge gaps.
Optimize the AI-human workflow:AI handles:
  • Common questions with clear answers
  • Information retrieval from documentation
  • Initial lead qualification
  • Basic troubleshooting steps
Humans handle:
  • Complex technical issues
  • Sensitive account matters
  • Complaints and refunds
  • Personalized recommendations
This division maximizes efficiency while maintaining quality.
Help customers understand they’re chatting with AI:
  • Include “AI Assistant” in the bot name
  • Add a welcome message explaining AI capabilities
  • Make escalation options clearly visible
  • Provide estimated response times for human agents
Example welcome message:
“Hi! I’m the SiteGPT AI Assistant. I can answer questions about our products and services instantly. Need to speak with a human? Just click ‘Talk to Agent’ anytime!”

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Troubleshooting

Check these common issues:
  1. Webhook URL: Verify the webhook URL in Freshchat matches SiteGPT
  2. API credentials: Confirm your API token is valid and not expired
  3. Event selection: Ensure message_created event is enabled
  4. Bot status: Check that your SiteGPT chatbot is active
Test by creating a new conversation and checking SiteGPT’s chat history.
If the bot sends multiple responses:
  1. Check for duplicate webhooks in Freshchat settings
  2. Verify only one SiteGPT integration is connected
  3. Review event triggers—avoid overlapping events
Remove duplicate webhooks and test again.
If escalation fails:
  1. Verify human support is enabled in SiteGPT
  2. Check escalation triggers are configured correctly
  3. Ensure agents are available in Freshchat
  4. Review conversation routing rules in Freshchat
Test escalation during business hours with an available agent.

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Next steps

Human support

Configure escalation settings

Lead collection

Capture leads from Freshchat conversations

Chat history

Review conversation transcripts

Custom responses

Personalize bot responses