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Integrate your SiteGPT chatbot with Freshdesk Messaging (Freshchat) to provide AI-powered support within your Freshdesk workflow. Your bot handles customer inquiries automatically while syncing conversations to your agent inbox.

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How it works

Your chatbot enhances Freshdesk Messaging with intelligent automation:

Instant responses

Answers customer questions immediately 24/7

Agent handoff

Seamlessly escalates complex issues to human agents

Inbox sync

All conversations appear in Freshchat agent inbox

Context preservation

Maintains full conversation history during handoffs

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Prerequisites

Active Freshchat/Freshdesk Messaging account with admin access
Permissions to create API tokens and manage webhooks
A trained SiteGPT chatbot ready to deploy

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Setup

1

Generate Freshchat API key and chat URL

Sign in to Freshchat and click the gear icon to open Admin Settings.Navigate to Marketplace and Integrations → API → API Settings.Under API details for chat, click Generate token. Freshchat creates an API key; copy this value.Copy the Chat URL shown beneath the API key (e.g., https://your-subdomain.freshchat.com/v2).Ensure Send as is set to Bot so messages appear under the bot identity.
The API key is shown only once. Store it securely in a password manager.
2

Connect Freshchat in SiteGPT

In SiteGPT, navigate to Integrations → Freshdesk and click Get Started.Enter the Freshdesk API Key and Freshdesk Chat URL from Freshchat, then click Connect.SiteGPT displays a Callback URL after successful connection. Copy this URL for the next step.
3

Configure conversation webhook in Freshchat

Return to Freshchat Admin Settings → Marketplace and Integrations → API → Conversation Webhooks.Toggle the webhook to Enabled.Paste the Callback URL from SiteGPT into the Webhook field.(Optional) Enter an email under Failure Notifications to receive alerts when webhook calls fail.In the Authentication section, copy the RSA public key if SiteGPT requests it.Click Save to activate the webhook.
Freshchat retries failed webhooks up to 5 times with a 3-second timeout per attempt.
4

Test the integration

Open a chat in Freshchat (as an agent or visitor) and send a test message.The webhook forwards the message to SiteGPT, and your bot responds within the Freshchat interface.
If no response appears, verify the API key, chat URL, and webhook URL are correct.

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Webhook configuration

The webhook connects Freshchat to your SiteGPT bot: Requirements:
  • Must be publicly accessible (HTTPS)
  • Receives POST requests from Freshchat
  • Returns 200 status within 3 seconds
Failure handling:
  • Freshchat retries up to 5 times
  • 3-second timeout per attempt
  • Email notifications for persistent failures (configure in webhook settings)
Authentication:
  • RSA public key verification (optional)
  • Ensures requests are from Freshchat
  • Configure in SiteGPT integration settings if needed
Enable email notifications to catch webhook issues early.

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Message routing

Configure message routing in Freshchat’s Routing settings:
  • AI-first - Bot handles all messages initially, escalates when needed
  • Agent-first - Agents handle messages during business hours, bot handles after-hours
  • Hybrid - Bot handles tier 1 questions, agents handle complex issues
Bot behavior is configured in SiteGPT: response tone with instructions and personas, escalation prompts in human support.

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Advanced features

Enable seamless AI-human teamwork:For agents:
  • View full conversation history before joining
  • See which questions the bot answered
  • Access bot confidence scores
  • Take over conversations smoothly
For customers:
  • Seamless transition from bot to agent
  • No need to repeat information
  • Consistent experience across handoffs
  • Clear indication when agent joins
Setup:
  1. Enable human support in SiteGPT
  2. Shape the escalation buttons and prompts there
  3. Set up agent notifications in Freshchat
  4. Train agents on bot capabilities
Agents can provide feedback on bot responses to improve accuracy over time.
Identify and qualify leads during conversations:In SiteGPT:
  1. Enable lead collection
  2. Configure trigger keywords (e.g., “pricing”, “demo”, “enterprise”)
  3. Set up qualification questions (company size, budget, timeline)
  4. Customize lead forms for your business
In Freshchat:
  • Leads appear in agent inbox with full context
  • Export leads to your CRM
  • Track lead source and qualification status
  • Measure chat-to-lead conversion rates
Lead scoring:
  • Questions asked (product interest)
  • Information provided (contact details, company)
  • Engagement level (response time, message count)
  • Pages visited (buying intent)
Perfect for sales teams using Freshchat for customer engagement.
Serve customers in their preferred language:
  1. Train your SiteGPT bot with multilingual content
  2. Enable language detection in chatbot settings
  3. Bot automatically responds in detected language
  4. Freshchat tracks conversations by language
Supported languages:
  • Depends on your training data
  • SiteGPT supports 50+ languages
  • Add language-specific Q&A pairs
  • Configure language-specific escalation rules
Language detection works best with at least 3-5 words of input.
Track bot performance and customer satisfaction:In SiteGPT:
  • Navigate to Chat History for conversation details
  • Review response accuracy and satisfaction
  • Identify common questions and knowledge gaps
  • Export data for custom analysis
In Freshchat:
  • Track response times and resolution rates
  • Monitor agent workload reduction
  • Measure customer satisfaction scores
  • Analyze conversation trends
Key metrics to track:
  • Bot resolution rate (% handled without escalation)
  • Average response time
  • Customer satisfaction (CSAT)
  • Escalation rate
  • Most common questions
Use insights to continuously improve bot performance.

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Managing the integration

Track your Freshchat bot’s effectiveness:In SiteGPT:
  • Navigate to Chat History for all Freshchat conversations
  • Review response accuracy and user satisfaction
  • Identify frequently asked questions
  • Export conversation data for analysis
In Freshchat:
  • Use Reports for conversation metrics
  • Track bot vs. agent performance
  • Monitor customer satisfaction scores
  • Analyze conversation trends
Set up weekly reports to track key metrics automatically.

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Next steps

Human support

Configure escalation workflows

Lead collection

Capture and qualify leads

Chat history

Review Freshchat conversations

Webhooks

Set up custom integrations