As part of your onboarding journey, you will need to select the CRM you would like to connect to, in this case, Freshchat. To do this you will go to Settings > CRM Integration > Add CRM Integration > Freshchat. From here you will be asked to determine the integration settings. But before we get into that, there are some things to prepare before you start.
Requirements
Complete preparation for connecting your bot to Freshchat
Included in this article
Integration Parameters
Once you have completed the above, go ahead and complete the Integration Parameters. By clicking the button for Integration Parameters settings, a pop-up will expand from the right-hand side to complete the integration details.
Fields explained
Below is a table that explains what all the fields mean.
| Field | Explanation |
| Authorization | |
| Access Token |
Access tokens are used to access Freshchat APIs. This can be found by going to Freshchat > Settings > API Tokens and clicking the generate token button. It will then be displayed below the API key. You will have done this as part of your preparation for connecting your bot to Freshchat |
| Connection Settings | |
| Domain | This is the support portal URL. |
| Escalate upon agents' availability |
When this toggle is enabled the virtual agent will check the agents' availability before escalation. If disabled the virtual agent will always escalate the chats whether agents are available or not
|
| Integration type | |
| Group Assignment | Select a Freshchat group from the drop-down that should be applied to the bot |
| Channels | Select the channels/topic that you would like the virtual agent to join. |
| Group Assignment Specifics | |
| Freshchat bot Group | Select the group created in Freshchat for the bot/virtual agent. |
| Actor |
Select an Agent Alias in FreshChat. If provided, the virtual agent will trigger CSAT on resolving the conversation |
| Channels Specifics | |
| Channel |
Using the drop-down select the channel(s) you would like to be included in the integration. At least 1 channel should be specified. |
| Actor |
Select an Agent Alias in FreshChat. If provided, the virtual agent will trigger CSAT on resolving the conversation |
| Escalation | |
| Freshchat Agent Group |
Add the Group you created on Freschat for human agents. |
| Freshdesk Integration | |
| Freshdesk Sub Domain | Copy the company-specific details of your Freshdesk URL to connect your domain. |
| This is a Freshdesk API Key, not a Freshchat one. It can be found by going to Avatar > Profile Settings > API Key |
|
Selecting the correct Integration Type
Groups
The Group integration type is used when you have a group that is specific to the bot that can then have an assignment rule applied.
Channels
The Channel integration type is used if you do not want the bot to be considered as the first responder in Freshchat Reports. The Channel integration type was created to support the optimized reports of agent performance by showing the time when a chat is escalated from one group to another in Freshchat.
Freshchat offers Reports to help clients track and measure their team's performance. One of the stats that is used commonly to assess agent performance is Speed of Response.
It tracks:
- First response time
- Response time
- Resolution time
- Wait time
Therefore, if you want to fairly assess your agents' response times for escalations you should use the Channels integration type so then when the escalation happens the group tag is applied and the human agent is considered the first responder and Analytics reflect their work.