Overview
Freshchat is a modern, easy-to-use customer messaging platform from Freshworks. Integrating Freshchat into your application enables seamless, real-time conversations between users and your support team across web browsers and mobile apps. The solution is designed for broad placement across key pages, enhancing accessibility for customer support and delivering quick answers through live chat and FAQs.
CMS Admin Configuration
Supported Platforms
iOS Mobile & Tablet App
Android Mobile & Tablet App
Desktop Web and Mobile Web Browser
Enabling Freshchat
Log in to the CMS.
Navigate to: App CMS > Settings > Customer Service
Enable the Freshchat toggle to activate the chat service for your application.
Enter Freshchat Credentials
You will be prompted to enter the following details supplied by your Freshchat account:
FreshChat App ID
FreshChat App Key
FreshChat Domain Name
These credentials are required to securely connect your application with the Freshchat platform.
Enabling Freshchat on a target page
Navigate to Template Builder
Choose the page on which you want the Freshchat chatbot to appear.
Drag and drop the module labeled “ VL Raw HTML” onto the selected page layout.
Optional: Enter a title and description for the module, if you wish these to appear above the chat widget.
In the text section, paste the Freshchat integration script provided by Freshchat. This script will initialize the chatbot within your page.
End-User Experience
Chat Widget Placement
The Freshchat widget will appear as an interactive element on all targeted pages as configured above:
Clicking the chat widget icon opens a window divided into two sections:
Chat With Us
Clicking triggers a live chat interface.
Users can accept the communication policy and initiate real-time conversation with the chatbot or support team.
Frequently Asked Questions (FAQs)
Displays a curated list of common queries and answers.
Users may scroll through or use the search bar at the top to find answers quickly.
Best Practices
Place the chat widget prominently across all customer-facing pages to maximize accessibility.
Maintain up-to-date and relevant FAQs to facilitate efficient self-service and deflect common queries.
Regularly monitor chat effectiveness and user feedback for ongoing improvements.