Integrating Alhena With 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
Step 1: Generate Freshchat API Credentials
Log in to your Freshchat admin panel
Navigate to Settings > Marketplace and Integrations
Click on API Settings in the left sidebar
If this is your first time on this page, click Generate API key
Your Chat URL and API Key will now be visible
Keep this page open - you'll need these credentials in the next step
Step 2: Configure Freshchat Webhook
In your Freshchat admin panel, go to Settings > Marketplace and Integrations
Click the toggle at the top of the page to enable webhooks
In the Webhook URL field, enter your Alhena webhook endpoint:
For US region:
https://app.alhena.ai/external_integrations/freshchat_webhookFor EU region:
https://eu.alhena.ai/external_integrations/freshchat_webhook
The Failure notifications field is optional - you can add an email address if you want to be notified of webhook failures
Click Save
After saving, an Authentication header will be generated and displayed
Copy this authentication header value
Step 3: Connect Freshchat in Alhena
In Alhena, navigate to Settings > Integrations > Freshchat
Click on Configure settings to expand the connection form
Enter your Freshchat URL (the Chat URL from Step 1)
Enter your API Key (from Step 1)
Enter your Webhook Auth Header (the authentication header from Step 2)
Click Connect
Alhena will validate your credentials by connecting to Freshchat. If successful, you'll see a success message.
Step 5: Select Freshchat Topic
Select which Freshchat topic (channel) should receive conversations from Alhena:
In the Freshchat Topic section, select your desired topic from the dropdown
The selection is saved automatically
Step 6: Configure Agent Translation (Optional)
If you want to enable automatic translation between customers and agents:
Toggle Enable Translation to ON
Enter the Agent Language Code (e.g.,
enfor English,esfor Spanish,frfor French)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:
The Freshchat integration card in Alhena should show as Connected
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
Send a message from Freshchat and verify it appears in the Alhena widget
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 Alhena support at support@alhena.ai or through the in-app chat widget.
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