> ## 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.

# Freshchat

> AI-powered auto-replies for Freshworks Freshchat. Automate first-line support with your trained knowledge base.

## 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.

## Setup

<Steps>
  <Step title="Get Freshchat API token">
    Go to your Freshchat dashboard → **Admin** → **API Tokens**. Generate a new API token with messaging permissions.
  </Step>

  <Step title="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**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Test it">
    Send a test message via your Freshchat widget. InsiteChat should reply automatically.
  </Step>
</Steps>

## 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

## 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

## Disconnecting

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