Chatbot Automation on Freshchat

Deploy IrisAgent AI answers to your Freshchat conversations

Introduction

IrisAgent AI can answer customer queries right within your Freshchat conversations seamlessly using webhooks. This guide will help you integrate IrisAgent with Freshchat.

IrisAgent Portal Configuration

Step 1: Access Freshchat Configuration

1. Navigate to the Manage Accounts section in IrisAgent portal
2. Open the Freshchat Configuration sidebar
3. Toggle Enable Chat Automation to ON

Step 2: Note Your Webhook URL

Once enabled, you’ll see a Webhook URL field that displays your organization-specific endpoint:

https://api1.irisagent.com/v1/webhooks/freshchat/{YourOrganizationID}

Important: Keep this configuration page open - you’ll need to copy values from Freshchat and paste them here.

Step 2a: Configure Event Filtering (Optional)

You can optionally enable event filtering to control which Freshchat conversations IrisAgent processes. This allows you to target specific channels or apply custom filtering logic.

Filter Modes

Simple Mode:

1. Toggle Enable Filter to ON
2. Select Simple mode
3. Choose a Topic (Channel) from the dropdown
4. IrisAgent will only process conversations from the selected channel

Advanced Mode:

1. Toggle Enable Filter to ON
2. Select Advanced mode
3. Enter a custom filter query
4. IrisAgent will process only conversations matching your query criteria

Note: Filtering is optional. If disabled, IrisAgent will process all incoming conversation events.

Freshchat Admin Settings

Step 3: Access Freshchat Admin Settings

1. Log in to your Freshchat account
2. Navigate to: https://{YourOrganizationID}.myfreshworks.com/crm/sales/settings
3. You’ll be configuring two sections:
   • Conversation Webhooks
   • API Settings

Step 4: Set Up Conversation Webhook

1. In Freshchat Admin Settings, locate Conversation Webhooks section
2. Click Add Webhook or Configure
3. Enter the following details:
   • Webhook URL: Paste the webhook URL from IrisAgent configuration
     https://api1.irisagent.com/v1/webhooks/freshchat/{YourOrganizationID}
     
   • Authentication: You’ll enter the RSA Public Key in the next step
4. Do not save yet - proceed to Step 5 first

Step 5: Copy and Configure Authentication Key

1. Return to the IrisAgent Freshchat Configuration page
2. In the Authentication Key field, you’ll find your RSA Public Key
3. Copy this key
4. Return to Freshchat Webhook configuration
5. Paste the RSA Public Key in the Authentication field
6. Click Save
7. Enable the webhook

Step 6: Retrieve Freshchat API Credentials

1. In Freshchat Admin Settings, locate API Settings section
2. You’ll see two important values:
   • Your API Key
   • Your chat URL
3. Copy both of these values

Step 7: Enter Freshchat Credentials in IrisAgent

1. Return to the IrisAgent Freshchat Configuration page
2. Enter the following values copied from Freshchat:
   • Chat URL: Paste “Your chat URL” from Freshchat API Settings
   • API Token: Paste “Your API Key” from Freshchat API Settings
3. Click Save