How it works
Your chatbot enhances Freshdesk Messaging with intelligent automation:Instant responses
Answers customer questions immediately 24/7
Agent handoff
Seamlessly escalates complex issues to human agents
Inbox sync
All conversations appear in Freshchat agent inbox
Context preservation
Maintains full conversation history during handoffs
Prerequisites
Active Freshchat/Freshdesk Messaging account with admin access
Permissions to create API tokens and manage webhooks
A trained SiteGPT chatbot ready to deploy
Setup
1
Generate Freshchat API key and chat URL
Sign in to Freshchat and click the gear icon to open Admin Settings.Navigate to Marketplace and Integrations → API → API Settings.Under API details for chat, click Generate token. Freshchat creates an API key—copy this value.Copy the Chat URL shown beneath the API key (e.g., 
https://your-subdomain.freshchat.com/v2).Ensure Send as is set to Bot so messages appear under the bot identity.The API key is shown only once. Store it securely in a password manager.
2
Connect Freshchat in SiteGPT
In SiteGPT, navigate to Integrations → Freshdesk and click Get Started.Enter the Freshdesk API Key and Freshdesk Chat URL from Freshchat, then click Connect.SiteGPT displays a Callback URL after successful connection. Copy this URL for the next step.
3
Configure conversation webhook in Freshchat
Return to Freshchat Admin Settings → Marketplace and Integrations → API → Conversation Webhooks.Toggle the webhook to Enabled.Paste the Callback URL from SiteGPT into the Webhook field.(Optional) Enter an email under Failure Notifications to receive alerts when webhook calls fail.In the Authentication section, copy the RSA public key if SiteGPT requests it.Click Save to activate the webhook.
Freshchat retries failed webhooks up to 5 times with a 3-second timeout per attempt.
4
Test the integration
Open a chat in Freshchat (as an agent or visitor) and send a test message.The webhook forwards the message to SiteGPT, and your bot responds within the Freshchat interface.
If no response appears, verify the API key, chat URL, and webhook URL are correct.
Webhook configuration
The webhook connects Freshchat to your SiteGPT bot: Requirements:- Must be publicly accessible (HTTPS)
- Receives POST requests from Freshchat
- Returns 200 status within 3 seconds
- Freshchat retries up to 5 times
- 3-second timeout per attempt
- Email notifications for persistent failures (configure in webhook settings)
- RSA public key verification (optional)
- Ensures requests are from Freshchat
- Configure in SiteGPT integration settings if needed
Enable email notifications to catch webhook issues early.
Message routing
Configure message routing in Freshchat’s Routing settings:- AI-first - Bot handles all messages initially, escalates when needed
- Agent-first - Agents handle messages during business hours, bot handles after-hours
- Hybrid - Bot handles tier 1 questions, agents handle complex issues
Advanced features
Agent collaboration
Agent collaboration
Enable seamless AI-human teamwork:For agents:
- View full conversation history before joining
- See which questions the bot answered
- Access bot confidence scores
- Take over conversations smoothly
- Seamless transition from bot to agent
- No need to repeat information
- Consistent experience across handoffs
- Clear indication when agent joins
- Enable human support in SiteGPT
- Configure escalation triggers (keywords, low confidence, user request)
- Set up agent notifications in Freshchat
- Train agents on bot capabilities
Agents can provide feedback on bot responses to improve accuracy over time.
Lead capture and qualification
Lead capture and qualification
Identify and qualify leads during conversations:In SiteGPT:
- Enable lead collection
- Configure trigger keywords (e.g., “pricing”, “demo”, “enterprise”)
- Set up qualification questions (company size, budget, timeline)
- Customize lead forms for your business
- Leads appear in agent inbox with full context
- Export leads to your CRM
- Track lead source and qualification status
- Measure chat-to-lead conversion rates
- Questions asked (product interest)
- Information provided (contact details, company)
- Engagement level (response time, message count)
- Pages visited (buying intent)
Multi-language support
Multi-language support
Serve customers in their preferred language:
- Train your SiteGPT bot with multilingual content
- Enable language detection in chatbot settings
- Bot automatically responds in detected language
- Freshchat tracks conversations by language
- Depends on your training data
- SiteGPT supports 50+ languages
- Add language-specific Q&A pairs
- Configure language-specific escalation rules
Language detection works best with at least 3-5 words of input.
Analytics and reporting
Analytics and reporting
Track bot performance and customer satisfaction:In SiteGPT:
- Navigate to Chat History for conversation details
- Review response accuracy and satisfaction
- Identify common questions and knowledge gaps
- Export data for custom analysis
- Track response times and resolution rates
- Monitor agent workload reduction
- Measure customer satisfaction scores
- Analyze conversation trends
- Bot resolution rate (% handled without escalation)
- Average response time
- Customer satisfaction (CSAT)
- Escalation rate
- Most common questions
Managing the integration
- Monitor performance
- Update your bot
- Disconnect
Track your Freshchat bot’s effectiveness:In SiteGPT:
- Navigate to Chat History for all Freshchat conversations
- Review response accuracy and user satisfaction
- Identify frequently asked questions
- Export conversation data for analysis
- Use Reports for conversation metrics
- Track bot vs. agent performance
- Monitor customer satisfaction scores
- Analyze conversation trends
Set up weekly reports to track key metrics automatically.
Troubleshooting
Incorrect API credentials
Incorrect API credentials
If SiteGPT cannot connect to Freshchat:Verify credentials:
- Ensure the API key is copied correctly (no extra spaces)
- Check that the Chat URL includes the full path (e.g., /v2)
- Confirm the API key hasn’t been revoked in Freshchat
- Go to Freshchat API Settings
- Click Generate token to create a new key
- Update the key in SiteGPT integration settings
- Click Connect to save
Regenerating the API key invalidates the old key immediately.
Webhook not triggering
Webhook not triggering
If the bot isn’t responding to Freshchat messages:Check webhook status:
- Verify the webhook is Enabled in Freshchat
- Ensure the Callback URL matches exactly (no trailing slash)
- Confirm the URL is publicly accessible (not localhost)
- Use a tool like Postman to send a test POST request
- Check Freshchat webhook logs for errors
- Verify your server returns 200 status within 3 seconds
- Firewall blocking webhook requests
- SSL certificate errors (must use HTTPS)
- Server timeout (response too slow)
Click Save after updating the webhook URL to activate changes.
Timeouts or missing replies
Timeouts or missing replies
If responses are delayed or don’t appear:Freshchat timeout limits:
- 3-second timeout per webhook attempt
- Up to 5 retry attempts
- Total maximum wait: 15 seconds
- Ensure your SiteGPT bot has sufficient training data
- Reduce knowledge base size if very large (>10,000 pages)
- Check SiteGPT service status
- Test with a simple question to isolate the issue
- Contact SiteGPT support for performance optimization
- Consider upgrading your SiteGPT plan for faster processing
- Review webhook failure notifications for patterns
Normal response time is 1-3 seconds. Consistent timeouts indicate a performance issue.
Duplicate messages
Duplicate messages
If messages appear twice in Freshchat:
- Check that you don’t have multiple webhooks configured
- Verify the integration is only connected once in SiteGPT
- Ensure you’re not running multiple instances of the bot
- Review Freshchat webhook logs for duplicate calls
Authentication errors
Authentication errors
If you see RSA public key verification errors:
- Copy the RSA public key from Freshchat Conversation Webhooks
- Paste it into SiteGPT’s Freshdesk integration settings
- Click Save to update
- Test the webhook again
Ensure you copy the entire key including header and footer lines.
Best practices
Start with conservative settings
Start with conservative settings
Build confidence gradually:Week 1-2:
- Let bot handle only simple, well-documented questions
- Set high confidence threshold (80%+)
- Monitor all conversations closely
- Collect agent feedback
- Expand to more question types
- Lower confidence threshold to 75%
- Reduce monitoring frequency
- Update training data based on gaps
- Let bot handle most tier 1 questions
- Confidence threshold at 65-70%
- Weekly monitoring and optimization
- Focus on edge cases and improvements
Optimize for agent efficiency
Optimize for agent efficiency
Maximize the value of AI-human collaboration:Let AI handle:
- Common questions with clear answers
- Information retrieval from documentation
- Basic troubleshooting steps
- Lead qualification questions
- Complex technical issues
- Billing and refund requests
- Complaints and negative feedback
- Custom requirements and negotiations
- Agent workload reduction (target: 40-60%)
- Average handle time decrease
- Customer satisfaction maintenance or improvement
- Agent satisfaction with AI assistance
Survey agents monthly to understand how AI is helping and where it needs improvement.
Maintain conversation quality
Maintain conversation quality
Ensure excellent customer experience:Monitor regularly:
- Review 10-20 conversations weekly
- Check for incorrect or unhelpful responses
- Identify confusing questions
- Update training data based on findings
- Enable feedback buttons in responses
- Track customer satisfaction scores
- Follow up on negative feedback
- Use insights to improve accuracy
- Identify the bot as AI in welcome messages
- Explain what the bot can help with
- Make escalation options clearly visible
- Provide estimated agent response times
“Hi! I’m the SiteGPT AI Assistant. I can help answer questions about our products and services instantly. Need to speak with a human agent? Just let me know anytime!”Quality conversations build customer trust and satisfaction.
Leverage webhook reliability
Leverage webhook reliability
Ensure consistent bot performance:Enable failure notifications:
- Add your email to webhook failure alerts
- Respond to notifications within 24 hours
- Track failure patterns to identify issues
- Check Freshchat webhook logs weekly
- Verify response times stay under 3 seconds
- Ensure success rate stays above 95%
- Use a reliable hosting provider
- Implement proper error handling
- Return 200 status quickly (within 1 second)
- Process time-consuming tasks asynchronously
- Have a process for manual agent takeover if webhooks fail
- Document troubleshooting steps for your team
- Keep SiteGPT support contact information handy
Secure your integration
Secure your integration
Protect customer data and maintain compliance:
- Store API credentials securely (use environment variables)
- Enable RSA public key verification for webhooks
- Use HTTPS for all webhook URLs
- Regularly audit API access and permissions
- Rotate API tokens every 90 days
- Monitor webhook logs for suspicious activity
- Comply with GDPR and data privacy regulations
- Document data handling procedures