# Freshchat

## 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

<figure><img src="https://2864633804-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKZ3bWFAIdLAqpW2uafZ4%2Fuploads%2FCx3JOqPWGFgQXABtKPm1%2FScreenshot%202025-10-30%20at%2010.58.39%E2%80%AFAM.png?alt=media&#x26;token=cecf5165-664f-4b1e-8dc8-b0a88df77493" alt=""><figcaption></figcaption></figure>

6. 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

<figure><img src="https://2864633804-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKZ3bWFAIdLAqpW2uafZ4%2Fuploads%2FzXquxunh3mhTr6BNtZWQ%2FScreenshot%202025-10-30%20at%2011.02.17%E2%80%AFAM.png?alt=media&#x26;token=dcfa540e-0fc1-4fe3-9474-e6abc950f507" alt=""><figcaption></figcaption></figure>

### 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**

<figure><img src="https://2864633804-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKZ3bWFAIdLAqpW2uafZ4%2Fuploads%2Fvrt8gdHt3rAMUnP8ymrQ%2FScreenshot%202025-10-30%20at%2011.04.40%E2%80%AFAM.png?alt=media&#x26;token=18e848fd-3b52-43a2-94fa-6c5702e4a1c9" alt=""><figcaption></figcaption></figure>

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

<figure><img src="https://2864633804-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKZ3bWFAIdLAqpW2uafZ4%2Fuploads%2FzUZLr5deTh2aFBQRkvGz%2FScreenshot%202025-10-30%20at%2011.05.34%E2%80%AFAM.png?alt=media&#x26;token=ba79184c-d5d9-4a22-bfae-50efb54fdddc" alt=""><figcaption></figcaption></figure>

### 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**

<figure><img src="https://2864633804-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKZ3bWFAIdLAqpW2uafZ4%2Fuploads%2FHEYz793sjnf4SkLwdY5u%2FScreenshot%202025-10-30%20at%2011.05.55%E2%80%AFAM.png?alt=media&#x26;token=9ddb5943-8ca4-40bb-831b-d544db7ee40d" alt=""><figcaption></figcaption></figure>

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](https://alhena.gitbook.io/docs/troubleshooting/troubleshooting#contact-support).


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