> ## Documentation Index
> Fetch the complete documentation index at: https://sitegpt.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshdesk Messaging

> Connect SiteGPT to Freshdesk Messaging (formerly Freshchat)

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.

## How it works

Your chatbot enhances Freshdesk Messaging with intelligent automation:

<CardGroup cols={2}>
  <Card title="Instant responses" icon="bolt">
    Answers customer questions immediately 24/7
  </Card>

  <Card title="Agent handoff" icon="handshake">
    Seamlessly escalates complex issues to human agents
  </Card>

  <Card title="Inbox sync" icon="inbox">
    All conversations appear in Freshchat agent inbox
  </Card>

  <Card title="Context preservation" icon="brain">
    Maintains full conversation history during handoffs
  </Card>
</CardGroup>

## Prerequisites

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

## Setup

<Steps>
  <Step title="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.

    <Warning>The API key is shown only once. Store it securely in a password manager.</Warning>
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.

    <Info>Freshchat retries failed webhooks up to 5 times with a 3-second timeout per attempt.</Info>
  </Step>

  <Step title="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.

    <Tip>If no response appears, verify the API key, chat URL, and webhook URL are correct.</Tip>
  </Step>
</Steps>

## 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

<Tip>Enable email notifications to catch webhook issues early.</Tip>

## 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](/navigating-your-chatbot/settings).

## Advanced features

<AccordionGroup>
  <Accordion title="Agent collaboration" icon="users">
    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](/features/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

    <Tip>Agents can provide feedback on bot responses to improve accuracy over time.</Tip>
  </Accordion>

  <Accordion title="Lead capture and qualification" icon="address-book">
    Identify and qualify leads during conversations:

    **In SiteGPT:**

    1. Enable [lead collection](/features/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.
  </Accordion>

  <Accordion title="Multi-language support" icon="globe">
    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

    <Info>Language detection works best with at least 3-5 words of input.</Info>
  </Accordion>

  <Accordion title="Analytics and reporting" icon="chart-line">
    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.
  </Accordion>
</AccordionGroup>

## Managing the integration

<Tabs>
  <Tab title="Monitor performance" icon="chart-line">
    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

    <Tip>Set up weekly reports to track key metrics automatically.</Tip>
  </Tab>

  <Tab title="Update your bot" icon="arrows-rotate">
    Keep your bot current with minimal effort:

    **Automatic updates:**

    * Training data changes apply immediately
    * Updated instructions take effect on new conversations
    * Modified escalation rules activate instantly

    **No reconnection required:**

    * Add new products or services
    * Update pricing information
    * Refine conversation starters
    * Adjust response tone

    Test changes by sending a message through Freshchat.
  </Tab>

  <Tab title="Disconnect" icon="plug">
    To remove the Freshdesk integration:

    **In SiteGPT:**

    1. Go to **Integrations** → **Freshdesk**
    2. Click **Manage** → **Disconnect**

    **In Freshchat (optional cleanup):**

    1. Disable the conversation webhook
    2. Delete the webhook URL
    3. Revoke the API token

    Conversation history remains in both platforms.
  </Tab>
</Tabs>

## Best practices

<AccordionGroup>
  <Accordion title="Start with conservative settings" icon="gauge">
    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.
  </Accordion>

  <Accordion title="Optimize for agent efficiency" icon="users">
    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

    <Tip>Survey agents monthly to understand how AI is helping and where it needs improvement.</Tip>
  </Accordion>

  <Accordion title="Maintain conversation quality" icon="star">
    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.
  </Accordion>

  <Accordion title="Leverage webhook reliability" icon="webhook">
    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.
  </Accordion>

  <Accordion title="Secure your integration" icon="lock">
    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.
  </Accordion>
</AccordionGroup>

## Next steps

<CardGroup cols={2}>
  <Card title="Human support" icon="user-headset" href="/features/human-support">
    Configure escalation workflows
  </Card>

  <Card title="Lead collection" icon="address-book" href="/features/lead-collection">
    Capture and qualify leads
  </Card>

  <Card title="Chat history" icon="messages" href="/navigating-your-chatbot/chat-history">
    Review Freshchat conversations
  </Card>

  <Card title="Webhooks" icon="webhook" href="/developers/webhooks">
    Set up custom integrations
  </Card>
</CardGroup>