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Freshchat

Updated by Vaishnavi

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Overview

The Enterpret integration for Freshchat allows your team to integrate feedback from customer support conversations into Enterpret's data pipeline. This enables you to understand and make decisions based on all the feedback you receive in Freshchat.

The connection uses a Freshchat API token. The default polling interval is four hours; your integration may use a different configured schedule.

How It Works

Enterpret retrieves eligible conversations and messages on the configured schedule. Conversation segments and update coverage depend on the integration’s ingestion settings. Confirm these settings with your Enterpret team if later messages are missing.

Conversation eligibility depends on the configured ingestion path and available messages. Resolution events can be used to segment conversations; do not assume every imported segment is a resolved, answered ticket.

Configure

Step 1: Generate a Freshchat API Token

  1. Open Freshchat administration settings. The token path varies for standalone Freshchat and bundled Freshsales accounts.

    Settings icon indicated in the Freshchat administration sidebar.

  2. For standalone Freshchat, open Admin > Configure > API Tokens. For bundled Freshsales, open Settings > Admin Settings > Website Tracking and APIs > API Settings.

    API Tokens tile indicated in Freshchat settings.

  3. Click Generate Token to create a new API token

    Generate Token button indicated on Freshchat's API Tokens page.

  4. Click the Copy button to copy your token

    Copy the generated token and paste it only into the Enterpret connection form. Keep the token private.

Step 2: Connect Freshchat to Enterpret

  1. Go to your Enterpret dashboard and click the logo icon on the left sidebar to open the integrations menu

    Integrations selected from Enterpret's account menu.

  2. Select Integrations from the menu

  3. Click the + New Integration button

    Enterpret Integrations page with Freshchat listed and a New Integration control.

  4. Select Freshchat from the available integrations

    Freshchat entry with its Connect button indicated in the integration picker.

  5. Paste the API token you copied from Freshchat

    Freshchat connection dialog with an Access Token field and Connect button.

  6. Complete the credential form and click Integrate.

After connecting, review the integration status. The default polling interval is four hours; actual record availability depends on eligibility, the configured schedule, and processing.