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Connect your chatbot to Freshdesk Messaging (formerly Freshchat). The chatbot answers conversations first. Your agents take over by replying in Freshdesk Messaging. When an agent resolves the conversation, the chatbot takes it back. In SiteGPT, this integration is called Freshdesk.

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Before you start

  • The chatbot owner is on the Growth plan or above. See Plans and limits.
  • You have the Manager, Admin, or Super Admin role on the chatbot.
  • You are an admin in Freshdesk Messaging and can create API tokens and conversation webhooks.
  • Your chatbot is not in a HIPAA workspace. Integrations are not available there. See HIPAA.

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Connect Freshdesk Messaging

You work in two places: SiteGPT and Freshdesk Messaging. Keep both open.
1

Get your API key and chat URL

In the Freshdesk Messaging admin settings, open the API settings for chat. Generate an API token. Copy the token and the chat API URL, for example https://your-account.freshchat.com/v2.
2

Open the Freshdesk card in SiteGPT

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Freshdesk card, click Get Started.
3

Connect in SiteGPT

Paste the token into Your Freshdesk API Key.Paste the chat URL into Your Freshdesk Chat URL without https://, for example your-account.freshchat.com/v2. SiteGPT adds https:// itself. If you keep it, the chatbot cannot reply.Click Connect.SiteGPT shows a Callback URL. Copy it.
4

Add the webhook in Freshdesk Messaging

In the Freshdesk Messaging admin settings, open the conversation webhook settings. Turn the webhook on, paste the SiteGPT Callback URL, and save.The webhook must send new messages and resolved conversations. If Freshdesk Messaging lets you choose events, turn these on.

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Check that it works

Start a conversation in your Freshdesk Messaging chat widget and ask a question. The chatbot replies with an answer from your content.

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How it works in Freshdesk Messaging

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The bot answers first

The chatbot answers each new message from your content. Answers show buttons for your follow-up suggestions, links, and escalation, and 👍 and 👎 feedback. If you have no follow-up suggestions, the buttons show your conversation starters. When human support is on, answers that use your content show your Positive Feedback Prompt and Request Human Support Prompt buttons instead. A tap on Request Human Support Prompt escalates the conversation. The feedback buttons do not show if you hide feedback buttons. A Something Else button lets the person type their own question. If you set new conversations to start in human mode, the chatbot does not answer. See Set up human support.

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Hand-off to your agents

A conversation goes to your agents when:
  • An agent replies to the conversation in Freshdesk Messaging. The chatbot stops replying in that conversation.
  • The person taps an escalation button. These come from follow-up suggestions of the Escalate type. See Follow-up suggestions.
  • The person taps the Request Human Support Prompt button. This needs human support to be on.
  • The chatbot decides that the person needs a human. This needs human support to be on. See Set up human support.
Your agents reply in Freshdesk Messaging. Replies that you send from the SiteGPT dashboard do not go to Freshdesk Messaging. When the person escalates, SiteGPT stops replying, sends your confirmation message, and sends your escalation notifications. See Notifications. SiteGPT does not assign the conversation to an agent or group in Freshdesk Messaging. Use the assignment settings in Freshdesk Messaging to route conversations to your agents.

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When an agent resolves the conversation

When an agent resolves the conversation in Freshdesk Messaging, the chatbot takes it back. It sends your welcome message and your conversation starters, then answers new messages. SiteGPT does not send the welcome message if you resolved or took over the conversation in the SiteGPT dashboard. After you resolve it in the SiteGPT dashboard, the person’s next message starts a new conversation. If the conversation is reopened in Freshdesk Messaging, nothing changes in SiteGPT.

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What the chatbot reads

The chatbot reads the text of a message only.

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Check webhook calls (optional)

You can make SiteGPT check that calls really come from Freshdesk Messaging.
1

Copy the public key

In Freshdesk Messaging, copy the public key from the conversation webhook settings.
2

Find the Freshchat row

In SiteGPT, go to Advanced > Integrations > All Integrations. Scroll to Webhook verification and find Freshchat.
3

Add the key

Paste the key into Freshchat public key (PEM).
4

Turn on the check

Select Enforce and click Save.
Off is the setting after you connect. Log only checks calls but still accepts calls that fail. Enforce rejects calls that fail.

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Disconnect Freshdesk Messaging

1

Open the integration

In SiteGPT, go to Advanced > Integrations > All Integrations. On the Freshdesk card, click Manage.
2

Disconnect

Click Disconnect.
In Freshdesk Messaging, also turn off the conversation webhook and revoke the API token.

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Troubleshooting

  • Check the API key and chat URL. The chat URL must not start with https://.
  • To change the API key or chat URL, disconnect and connect again. You get a new Callback URL. Paste it into the conversation webhook in Freshdesk Messaging.
  • Check that the conversation webhook is on and uses your SiteGPT Callback URL.
  • Check that the chatbot owner’s subscription is active. See Billing.
An agent replied, so the chatbot stopped. Resolve the conversation in Freshdesk Messaging to give it back to the chatbot.
SiteGPT uses your API token to look up the agent who replied. If the lookup fails, SiteGPT does not see the agent reply. Check that the API token is still valid. If you changed it, disconnect and connect again with the new token.
Check the Freshchat public key (PEM) under Webhook verification. To get replies again while you fix it, select Off or Log only and click Save.