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Freshchat

Yellow.ai’s integration with Freshchat lets you connect with the live chat agents of Freshchat to resolve your queries.

note

Token has to be generated the Super Admin of the freshchat account

1. Connect Freshchat with Yellow.ai

To connect your yellow.ai account with Freshchat follow these steps.

1.1 Fetch details from your Freshchat portal

To retrieve App ID

  1. Login to your Freshchat portal as an administrator.
  2. Go to Admin Settings > Chat widget settings > Integration Settings.
  3. Under AGENT MESSENGER click Copy to copy the App ID.

To retrieve API token

  1. Login to your Freshchat portal as an administrator.
  2. Go to Admin Settings > API Tokens.
  3. Click Generate Token to generate the API token and copy it.

To retrieve API Domain

  1. Login to your Freshchat portal as an administrator.
  2. Go to Admin Settings > Channels > Mobile SDK.
  3. Check the data centre of the domain from the domain name under the APP Keys section. Data centers can belong to four regions , India, USA, Europe and Australia. In this screenshot, .in refers to India.

The following are the domain URLs of data centres on different regions:

  1. .in - https://api.in.freshchat.com/v2
  2. .eu - https://api.eu.freshchat.com/v2
  3. .au - https://api.au.freshchat.com/v2 and if the domain value is just msdk.freshchat.com, then it belongs to USA data center and hence the value that needs to be configured is https://api.freshchat.com/v2

1.2 Enable the integration in Yellow.ai's Integration module

  1. Login to cloud.yellow.ai and click Integrations in the module switcher.

  1. Search for Freshchat or choose the category named Live chat from the left navigation bar and then click Freshchat.
  2. Fill in the fields and click Connect.

  1. If you have multiple accounts, follow the above mentioned steps to add each of them.
note
  1. Enter a unique name for each account to easily identify them within the yellow.ai platform. It is recommended to use a name that aligns with its purpose for better usability.
  2. You can add a maximum of 15 accounts.
  3. In a two-tier environment, such as bots with only Development/Live environments, you can add account names only in the development mode. Once added and flows have been built, in the Live mode, you can only choose the account names and not edit them.
  4. In a three-tier environment, such as bots with Staging/Sandbox/Production modes, in Staging and Sandbox modes, you can add and edit new accounts. However, in Production, only the account details added in Staging will be available. You can only map in the production environment.

1.3 Configure webhook URL in Freshchat dashboard

To receive events, you need to configure the webhook URL in the Freshchat dashboard.

  1. Login to the Freshchat portal as an administrator.
  2. Navigate to Admin Settings > Webhooks for chat and copy the webhook URL mentioned in the Instructions section of the Freshchat Integration Card and paste it here.

2. Use-Case

This integration lets you connect with live agents on the Freshchat platform from your yellow.ai account.

note

When multiple accounts are added, select the appropriate account for each node, allowing you to leverage the unique functionalities of each account for their intended purposes.

2.1 Chat with Freshchat's Live Agent

info

Use Ticket-closed in the Raise Ticket node to perform specific actions when a live chat closes, instead of using the ticket-close event.

  1. In the Studio flow builder, select the Raise Ticket node.

  1. Select Freshchat from the Live chat agent drop-down list.

The following table contains the details of all the fields in the Raise ticket node.

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Field nameSample valueData typeDescription
Message after ticket assignmentRequesting live agent connectionStringThe message that will be displayed to the user after a ticket is assigned to an agent.
NameRajeshStringName of the end user.
Mobile9876543210StringMobile number of the end user.
Email[email protected]StringEmail address of the end user.
QueryI have a concern regarding my flight ticketStringThe subject/topic/reason why the ticket was created.
Group nameSalesStringFreshchat group to which the ticket needs to be assigned.
Channel nameChat with USStringFreshchat topic to which the ticket needs to be assigned.
User IDefgeye-fefefef-14343StringFreshchat userId of the user, this is passed if the previous ticket needs to be re-opened.
Unique Identifierggyugu-2343h-34343StringA unique identifier that will reflect as referenceId in the freshchat agent portal if passed
Properties[{"name": "name of the key", "value": "value"}]ArrayCustom properties that can be passed while creating a ticket.

Sample success response:


{
"assignedTo": true,
"success": true,
"status": "ASSIGNED",
"ticketInfo": "{{apiresponse}}"
}
note

apiresponse represents the raw response from the Freshchat create ticket API.

Sample failure response

{
"success": false,
"assignedTo": false,
"agentNotAvailable": true,
"message": "TicketId is not created and transferring the control back to the bot",
"ticketInfo": "{{apiresponse}}"
}
note

apiresponse represents the raw response from the Freshchat create ticket API.