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ChatAutomation

Preparation for connecting your bot - Freshchat

  • Updated

You must be on the Pro or Enterprise pricing plans for the Freshchat integration.

This article walks you through the preparation needed from you in order to connect your bot in Ultimate's Dashboard to Freshchat. The preparation includes obtaining information from Freshchat and as well as initial setup.

First, obtain three pieces of information prior to launch day:

  1. Name of the bot group
  2. Name of the agent group
  3. API Key

Afterward, proceed to the initial setup below:

Name of bot and Agent groups

Create groups

To get the names of the bot group and agent group, first, you'll need to create groups. This is because the chat routing logic is group-based. Therefore a group is needed for your agents and a group is needed for the bot itself. If you have multiple bots, then each bot would need to have its own group for chats to be routed properly.

To do so:

  1. Go to Settings > Groups in Freshchat dashboard
  2. Create a new group for the bot by clicking Add Group
  3. A new window pops up. In there, enter:
    • Group Name. e.g. English Bot
    • Description. e.g. English Bot Group
    • Do NOT add the bot agents to this group
  4. Create another group for your agents by repeating the same steps above
    • This is the group where chats will be transferred/escalated to from the bot
  5. Note the names down and send them over along with the API key to your Customer Success Manager after the initial settings are complete

Obtain API Key

  1. In Freshchat, go to Settings > API Tokens

  2. Click Generate Token

    • A new token should appear below API Key

    • Copy the API Key by hovering your cursor over it and click Copy

  3. Send this with the names of the bot group(s) and the agent group(s) to your Customer Success Manager so they can get the group ID for you
  4. Change the bot's avatar and name by clicking on the link below SEND AS. 
    • Freshchat supports .PNG, .JPEG, .JPG and recommends the image has the same height and width. e.g. 300px by 300px.

Different bots in Ultimate's Dashboard can share the same API Key

mceclip0.png

 

Initial setup

Step 1: Setup Welcome message 

Welcome Messages

Freshchat doesn't allow us to trigger our default welcome reply. A conversation starts when a customer writes something in the chat, until then the bot cannot join the chat. We use the welcome message in Freshchat as the starting point of the routing logic. 

Topics (Settings > Topics) on Freshchat allow you to route conversations to different departments and configure a welcome message for each topic. Topics are excellent for routing chats in addition to assignment rules.

  • Go to Settings > Topics > Click Add Topic
  • Add a name and welcome message
  • Enable "Assign to a group" and select the bot group you created
  • Click Publish

topics-freshchat.png

 

Step 2: Setup assignment rules in Assignment Rules

  • Go to Settings > Assignment Rules

  • Create a new assignment rule

  • Click Add New Rule and configure as follows:

    • Select Any

    • IF message sent from channel > equals > new bot topic (the welcome message created previously)

    • THEN Assign to the bot group

Step 3: Enable IntelliAssign

  1. Go to Settings > IntelliAssign
  2. Enable Intelliassign by switching the toggle
    mceclip1.png

Step 4: Configure Webhook

  1. Go to Settings > Webhooks 

  2. Click Enable and enter the information below in the fields:

    • Webhook: https://chat.ultimate.ai/api/freshchatConverse

    • Failure Notification: support@ultimate.ai

Key things to remember

Note if you have multiple bots:

  • Bots can share the same API Key

  • Each bot requires a different Group (e.g. English Bot, German Bot, Spanish Bot)

  • Create separate Topics and Assignment Rules for each bot

  • Bots can escalate to the same or to different departments 

  • Bots can not hand over chats to other bots. Handover can only be done from bot to agent department

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