# Freshchat revamp

Yellow.ai’s integration with [Freshchat](https://www.freshworks.com/lp/freshchat-live-chat-software-1/?tactic_id=3419421&gclid=Cj0KCQiA_bieBhDSARIsADU4zLcCLpI23wzdYy7F2mUUk2lIuAeiAp2MGNux6yTfARuOhC8YugNFJCgaAtFZEALw_wcB#&utm_source=google-adwords&utm_medium=FChat-Search-India-Brand&utm_campaign=FChat-Search-India-Brand&utm_term=freshchat&device=c&matchtype=e&network=g&gclid=Cj0KCQiA_bieBhDSARIsADU4zLcCLpI23wzdYy7F2mUUk2lIuAeiAp2MGNux6yTfARuOhC8YugNFJCgaAtFZEALw_wcB) lets you connect with the live chat agents of Freshchat to resolve your queries.

## 1. Connect Freshchat with Yellow.ai
To connect your yellow.ai account with **Freshchat** follow these steps.

### 1.1 Fetch details from your Freshchat portal

**To retrieve App ID**

1. Login to your **Freshchat** portal as an administrator.
2. Go to **Admin Settings** > **Account Settings** > **Integration Settings**.
3. Under **AGENT MESSENGER** click **Copy** to copy the App ID.


**To retrieve the [Channel ID](https://app.swaggerhub.com/apis-docs/Freshchat/freshchat-api/2.0.0#/Channel%20API/getAllChannels)**

1. This API needs to be called from **Postman**, which in turn will fetch the list of channel IDs associated with that **Freshchat** account and post confirmation from the client. (The right channel ID value needs to be used.)

**To retrieve API token**

1. Login to your **Freshchat** portal as an administrator.
2. Go to **Admin Settings** > **API Tokens**.
3. Click **Generate Token** to generate the API token and copy it.


**To retrieve API Domain**

1. Login to your **Freshchat** portal as an administrator.
2. Go to **Admin Settings** > **Channels** > **Mobile SDK**.
3. Check the data centre of the domain from the domain name under the **APP Keys** section. Data centers can belong to four regions , **India**, **USA**, **Europe** and **Australia**. In this screenshot, .in refers to **India**.


The following are the domain URLs of data centres on different regions:
1. .in - https://api.in.freshchat.com/v2
2. .eu - https://api.eu.freshchat.com/v2
3. .au - https://api.au.freshchat.com/v2 and if the domain value is just msdk.freshchat.com, then it belongs to USA data center and hence the value that needs to be configured is https://api.freshchat.com/v2

### 1.2 Enable the integration in Yellow.ai's Integration module

1. Login to cloud.yellow.ai and click **Integrations** in the module switcher.


2. Search for **Freshchat** or choose the category named **Live chat** from the left navigation bar and then click **Freshchat**.
3. Fill in the fields and click **Connect**.


### 1.3 Configure webhook URL in Freshchat dashboard

To receive events, you need to configure the webhook URL in the **Freshchat** dashboard.

1. Login to the **Freshchat** portal as an administrator.
2. Navigate to **Admin Settings** > **Webhooks** for chat and copy the webhook URL mentioned in the **Instructions** section of the **Freshchat Integration Card** and paste it here.


## 2. Use-Case

This integration lets you connect with live agents on the **Freshchat** platform from your yellow.ai account.

### 2.1 Chat with Freshchat's Live Agent

1. In the [Studio flow builder](https://docs.yellow.ai/docs/platform_concepts/studio/build/nodes/action-nodes#17-raise-ticket), select the **Raise Ticket** node.


2. Select **Freshchat** from the Live chat agent drop-down list.

The following table contains the details of all the fields in the **Raise ticket** node.


| Field name | Sample value | Data type |Description|
| -------- | -------- | -------- |--------|
|
Message after ticket assignment | Requesting live agent connection | String |The message that will be displayed to the end user after a ticket is assigned to an agent.|
|Name|Rajesh|String|Name of the end user.|
|Mobile|9876543210|String|Mobile number of the end user.|
|Email|[e-mail]|String|Email address of the end user.|
|Query|I have a concern regarding my flight ticket|String|The subject/topic/reason why the ticket was created.|
|Group ID|test-sales|String|Freshchat groupId to which the ticket needs to be assigned.|
|User ID|efgeye-fefefef-14343|String|Freshchat userId of the user. This is passed if the previous ticket needs to be re-opened for the same user.|
|Unique Identifier|ggyugu-2343h-34343|String|A unique identifier, if passed will reflect as referenceId in the freshchat agent portal.|

**Sample success response:**

{
  "assignedTo": true,
  "success": true,
  "status": "ASSIGNED",
  "ticketInfo": "{{apiresponse}}"
}

:::note
apiresponse represents the raw response from the Freshchat create ticket API.
:::

**Sample failure response**

{
  "success": false,
  "assignedTo": false,
  "agentNotAvailable": true,
  "message": "TicketId is not created and transferring the control back to the bot",
  "ticketInfo": "{{apiresponse}}"
}

:::note
apiresponse represents the raw response from the Freshchat create ticket API.
:::