AI Chatbot with FreshChat & Knowledge Base Support
Deploy a smart AI chatbot that integrates seamlessly with FreshChat. The chatbot answers user inquiries using your internal knowledge base and intelligently for...
3 min read
The Freshchat Human Assist Tool connects FlowHunt’s AI chatbot to your Freshworks Freshchat workspace so the conversation can be handed over to your Freshchat agents the moment your AI decides escalation is needed. If your support stack runs on Freshworks (Freshdesk + Freshchat) rather than LiveAgent or LiveChat.com, this is the integration you want — you only need your Freshchat Web Chat script URL, and the handoff opens the native Freshchat messenger so the conversation appears in the Freshchat inbox your agents already monitor.
The Freshchat Human Assist Tool
The Human Assist Tools allow you to integrate your Flows with the leading customer service solutions. Once integrated, an AI Agent decides when connecting to human support is the better option.
AI Agents are computer programs that can perform tasks or make decisions independently. The Agents observe their environment, process information, and take action. Their decisions are based on their unique programming, knowledge, and goals.
The Freshchat Human Assist Tool tells the AI agent to look out for whenever a user might prefer human assistance. If the user accepts to be transferred, the chatbot immediately transforms into your Freshchat chat window.
The Agent will offer human support whenever it can’t answer a question, detects a negative sentiment, or when a user specifically asks to be transferred. This will significantly reduce AI hallucinations and annoyed customers.
How to connect the FreshChat Tool
Thanks to the use of agents, the integration Flow is super simple and contains just a few components:
- Connect the FreshChat Human Assist Tool and Tool Calling Agent.
- Connect Chat History to let the past messages inform future answers.
- You will also want to connect one or more Knowledge Retrievers. If the bot has no knowledge to work with, it will start offering human support for simple questions. By supplying the necessary information, the bot will only transfer users when necessary.
Take a shortcut and simply use our Chatbot template with FreshChat integration.
How to integrate Freshchat
To integrate with Freshchat, you’ll need your Web Chat script URL. Here’s how to get it:
- Open Freshchat and navigate to Settings -> Channels in the left-hand panel.
- Pick the Web Chat channel.
- Click “more” to expand the script field.
- Copy the script URL in this form: “ //eu-fw-cdn.com/12345678/123456.js ”
- Insert your script URL into the FreshChat Human Assist Tool component:
Using the Freshchat integration
Once Freshchat is integrated into your Chatbot, the AI agent will offer human support whenever it can’t answer a question or detects that the user might prefer talking to a human. Of course, the Contact Support button can also be triggered by simply asking to be transferred.
The contact button says “Contact support” by default, but you can always change it in the Button Text setting of the component:
When the button is clicked, the FlowHunt bot immediately transforms into your Freshchat chat window. Go ahead and try it! The message will land in your Freshchat inbox immediately.
