Freshchat

Integrating

To help you integrate Freshchat with Thankful, we’ve written step-by-step instructions. Follow along with the step-by-step instructions below.

Note: Freshchat works in tandem with Freshdesk. You must integrate your Freshdesk account > with Thankful prior to setting up a Freshchat integration. You can find docs for that process here

There are two key parts to the setup: 1) provisioning a seat for Thankful in Freshchat, and 2) integrating your Freshchat into the Thankful dashboard.

Part 1: Provisioning a Seat for Thankful

You’ll need to provision a seat for Thankful. Thankful will use this seat to reply to your customers, just like an agent.

• The email must be set to: be@thankful.ai
• You must provision this seat with the Admin role

Part 2: Integrating into the Dashboard

1. Go to Integrations and click “+ Add Helpdesk Integrations,” select “Freshchat” from the drop-down, and click “Add Integration.”

2. Generate an API key from within your Freshchat account. This can be done by navigating to Admin -> API Tokens. Paste the generated token into the API Key textbox within Thankful.

3. Add the be@thankful.ai email (or whatever email was used to provision the Thankful agent seat) into the “Agent Email” texbox.

4. Add your subdomain to the corresponding texbox. Your subdomain is the portion of your freshchat URL before .freshchat. For example, if your Freshchat account URL is https://company.freshchat.com, “company” would be your subdomain.

5. Click “Notification Endpoints” and “+ New Notification Endpoint,” naming this “Freshchat.” Copy down the url that is generated.

6. After adding all of the above, click “Save.”

7. In your Freshchat dashboard, navigate to Admin -> Webhooks and click into the webhook URL box. Paste the URL from your freshly created Notification Endpoint (in the Thankful dashboard). Add your Deployment Manager’s email address to the Failure Notifications box so that we can be informed of any failures. Click save.

8. Once you’ve completed all of the above, you’ve integrated Freshchat!

Supported Features

The following features with checks are supported in this helpdesk.