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Integrate your SiteGPT chatbot with Freshdesk Messaging (Freshchat) to provide AI-powered support within your Freshdesk workflow. Your bot handles customer inquiries automatically while syncing conversations to your agent inbox.

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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

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Prerequisites

Active Freshchat/Freshdesk Messaging account with admin access
Permissions to create API tokens and manage webhooks
A trained SiteGPT chatbot ready to deploy

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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.

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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
Failure handling:
  • Freshchat retries up to 5 times
  • 3-second timeout per attempt
  • Email notifications for persistent failures (configure in webhook settings)
Authentication:
  • 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.

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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
Bot behavior (response tone, escalation rules) is configured in SiteGPT’s chatbot settings.

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Advanced features

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
For customers:
  • Seamless transition from bot to agent
  • No need to repeat information
  • Consistent experience across handoffs
  • Clear indication when agent joins
Setup:
  1. Enable human support in SiteGPT
  2. Configure escalation triggers (keywords, low confidence, user request)
  3. Set up agent notifications in Freshchat
  4. Train agents on bot capabilities
Agents can provide feedback on bot responses to improve accuracy over time.
Identify and qualify leads during conversations:In SiteGPT:
  1. Enable lead collection
  2. Configure trigger keywords (e.g., “pricing”, “demo”, “enterprise”)
  3. Set up qualification questions (company size, budget, timeline)
  4. Customize lead forms for your business
In Freshchat:
  • 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
Lead scoring:
  • Questions asked (product interest)
  • Information provided (contact details, company)
  • Engagement level (response time, message count)
  • Pages visited (buying intent)
Perfect for sales teams using Freshchat for customer engagement.
Serve customers in their preferred language:
  1. Train your SiteGPT bot with multilingual content
  2. Enable language detection in chatbot settings
  3. Bot automatically responds in detected language
  4. Freshchat tracks conversations by language
Supported languages:
  • 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.
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
In Freshchat:
  • Track response times and resolution rates
  • Monitor agent workload reduction
  • Measure customer satisfaction scores
  • Analyze conversation trends
Key metrics to track:
  • Bot resolution rate (% handled without escalation)
  • Average response time
  • Customer satisfaction (CSAT)
  • Escalation rate
  • Most common questions
Use insights to continuously improve bot performance.

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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
In Freshchat:
  • 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.

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Troubleshooting

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
Regenerate if needed:
  1. Go to Freshchat API Settings
  2. Click Generate token to create a new key
  3. Update the key in SiteGPT integration settings
  4. Click Connect to save
Regenerating the API key invalidates the old key immediately.
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)
Test webhook connectivity:
  • 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
Common issues:
  • 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.
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
Optimize response time:
  • 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
If timeouts persist:
  • 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.
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
Remove duplicate webhooks in Freshchat settings if found.
If you see RSA public key verification errors:
  1. Copy the RSA public key from Freshchat Conversation Webhooks
  2. Paste it into SiteGPT’s Freshdesk integration settings
  3. Click Save to update
  4. Test the webhook again
Ensure you copy the entire key including header and footer lines.

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Best practices

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
Week 3-4:
  • Expand to more question types
  • Lower confidence threshold to 75%
  • Reduce monitoring frequency
  • Update training data based on gaps
Month 2+:
  • Let bot handle most tier 1 questions
  • Confidence threshold at 65-70%
  • Weekly monitoring and optimization
  • Focus on edge cases and improvements
This approach minimizes errors while building team and customer trust.
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
Route to agents:
  • Complex technical issues
  • Billing and refund requests
  • Complaints and negative feedback
  • Custom requirements and negotiations
Measure success:
  • 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.
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
Collect feedback:
  • Enable feedback buttons in responses
  • Track customer satisfaction scores
  • Follow up on negative feedback
  • Use insights to improve accuracy
Set clear expectations:
  • 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
Example welcome message:
“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.
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
Monitor webhook health:
  • Check Freshchat webhook logs weekly
  • Verify response times stay under 3 seconds
  • Ensure success rate stays above 95%
Optimize webhook performance:
  • Use a reliable hosting provider
  • Implement proper error handling
  • Return 200 status quickly (within 1 second)
  • Process time-consuming tasks asynchronously
Backup plan:
  • Have a process for manual agent takeover if webhooks fail
  • Document troubleshooting steps for your team
  • Keep SiteGPT support contact information handy
Reliable webhooks ensure consistent customer experience.
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
Security builds customer trust and protects your business.

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Next steps

Human support

Configure escalation workflows

Lead collection

Capture and qualify leads

Chat history

Review Freshchat conversations

Webhooks

Set up custom integrations