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Documentation Index

Fetch the complete documentation index at: https://docs.insitechat.ai/llms.txt

Use this file to discover all available pages before exploring further.

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Overview

Connect Freshchat (by Freshworks) to InsiteChat for AI-powered auto-replies. Your chatbot answers incoming support questions using your trained knowledge base, handling first-line support automatically and escalating complex queries to human agents.

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Setup

1

Get Freshchat API token

Go to your Freshchat dashboard → Admin → API Tokens. Generate a new API token with messaging permissions.
2

Connect in InsiteChat

Go to your chatbot → Webhooks tab → find the Freshchat card. Enter:
  • Domain — e.g., yourcompany.freshchat.com
  • API Token — the token from step 1
Click Connect Freshchat.
3

Set up webhook in Freshchat

In your Freshchat dashboard → Admin → Webhooks, create a webhook pointing to:
https://backend.insitechat.ai/api/integrations/livechat/freshchat/webhook/YOUR_CHATBOT_ID
Subscribe to the message_create event.
4

Test it

Send a test message via your Freshchat widget. InsiteChat should reply automatically.

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How it works

  1. A visitor sends a message in your Freshchat widget
  2. Freshchat forwards the message to InsiteChat via webhook
  3. InsiteChat processes the message through the RAG pipeline
  4. The AI response is posted back to the Freshchat conversation
  5. The visitor sees the reply instantly

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Features

  • AI first-line support — automatically handles common questions
  • Trained on your content — uses your website, docs, and uploaded files
  • Conversation context — maintains 10-turn history per session
  • Works with Freshdesk — conversations escalated in Freshchat flow into Freshdesk tickets
  • Plan quota enforcement — messages count toward your billing limits

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Disconnecting

Click Disconnect on the Freshchat card. Remove the webhook from your Freshchat dashboard.