Freshchat

This guide will walk you through setting up the Freshchat integration with Alhena to enable AI-powered support through your Freshchat account.

Prerequisites

• An active Freshchat account with admin access

• An Alhena account

Setup

Step 1: Generate Freshchat API Credentials

1. Log in to your Freshchat admin panel

2. Navigate to Settings > Marketplace and Integrations

3. Click on API Settings in the left sidebar

4. If this is your first time on this page, click Generate API key

5. Your Chat URL and API Key will now be visible

1. Keep this page open - you'll need these credentials in the next step

Step 2: Configure Freshchat Webhook

1. In your Freshchat admin panel, go to Settings > Marketplace and Integrations

2. Click the toggle at the top of the page to enable webhooks

3. In the Webhook URL field, enter your Alhena webhook endpoint:

   • For US region: https://app.alhena.ai/external_integrations/freshchat_webhook

   • For EU region: https://eu.alhena.ai/external_integrations/freshchat_webhook

4. The Failure notifications field is optional - you can add an email address if you want to be notified of webhook failures

5. Click Save

6. After saving, an Authentication header will be generated and displayed

7. Copy this authentication header value

Step 3: Connect Freshchat in Alhena

1. In Alhena, navigate to Settings > Integrations > Freshchat

2. Click on Configure settings to expand the connection form

3. Enter your Freshchat URL (the Chat URL from Step 1)

4. Enter your API Key (from Step 1)

5. Enter your Webhook Auth Header (the authentication header from Step 2)

6. Click Connect

Alhena will validate your credentials by connecting to Freshchat. If successful, you'll see a success message.

Step 4: Select Freshchat Topic

Select which Freshchat topic (channel) should receive conversations from Alhena:

1. In the Freshchat Topic section, select your desired topic from the dropdown

2. The selection is saved automatically

Step 5: Configure Agent Translation (Optional)

If you want to enable automatic translation between customers and agents:

1. Toggle Enable Translation to ON

2. Enter the Agent Language Code (e.g., en for English, es for Spanish, fr for French)

3. Click Save Changes

When enabled, messages from customers will be automatically translated to the agent's language, and agent replies will be translated back to the customer's language.

Verify Your Setup

After completing all steps:

1. The Freshchat integration card in Alhena should show as Connected

2. Test the integration by escalating a conversation to a human agent:

   • Open your Alhena chat widget or playground

   • Send a message like "Talk to a human" or "I need help from an agent"

   • Enter your email address when prompted

   • The conversation should now appear in your Freshchat dashboard

3. Send a message from Freshchat and verify it appears in the Alhena widget

4. Send a reply from the Alhena widget and verify it appears in Freshchat

Troubleshooting

"Invalid credentials" error

• Double-check that you've copied the correct Chat URL and API Key from Freshchat

• Verify that your API key hasn't been regenerated in Freshchat

Agent messages aren't appearing in Alhena

• Ensure you've enabled webhooks in Freshchat (toggle at the top of the page)

• Verify the webhook URL matches your region (app.alhena.ai for US, eu.alhena.ai for EU)

• Check that you've copied the authentication header correctly into Alhena

Messages not routing to Freshchat

• Verify that you've selected a topic in the Freshchat Topic section

• Ensure the Freshchat integration is enabled (toggle should be ON in the Integrations page)

Business Hours Routing

Note: When both Freshchat and Freshdesk are configured:

• During business hours: Website chat tickets are routed to Freshchat

• Outside business hours: Website chat tickets are automatically routed to Freshdesk

To configure business hours, go to AI Settings > Connect Tools > Set hours for transfer in Alhena.

Need Help?

If you encounter any issues during setup, please contact support.