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Freshchat

Updated by Vaishnavi

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.

We require an API token (PAT) and ingest new data every 4 hours using our API integration system.

How It Works

Whenever someone responds to a conversation outside the 4 hour refresh window, Enterpret ingests the entire conversation and not just the new message. While this creates multiple copies of the same conversation in Enterpret, it does not affect your data count during analysis.

Enterpret ingests only resolved customer support conversations. Unresolved conversations or those without responses are not ingested.

Configure

Step 1: Generate a Freshchat API Token

  1. Go to Settings in your Freshchat account

    Settings icon indicated in the Freshchat administration sidebar.

  2. Navigate to API Tokens in the Settings section

    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 control indicated beside a generated Freshchat API token.

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. Click Connect

Your Freshchat integration is now active and will begin ingesting resolved conversations every 4 hours.