Freshchat handoff

Ada’s Freshchat integration allows an AI Agent conversation to be escalated to a human agent in Freshchat. When a conversation is handed off, the connector finds or creates a Freshchat user by email and opens a new conversation on a named channel, with the AI Agent’s transcript passed as context. From there, the connector relays messages and attachments in both directions between the end user (via Ada) and the human agent (via the Freshchat agent desktop).

Messages travel from Ada to Freshchat directly over the Freshchat API. In the other direction, agent replies reach Ada through an Ada relay app installed in the Freshchat account — the relay app is a required part of every Freshchat setup.

Limitations

The following constraints stem from the Freshchat platform or from how the integration works.

1. Agent presence messages are not displayed to the end user until the agent sends the first message.
2. Agent replies and conversation resolution only reach Ada through the Ada relay app installed in the Freshchat account. Until that app is installed, handoffs open conversations in Freshchat but nothing returns to Ada, and the handoff never ends. See Initial configuration.
3. Channels are matched by name, not ID, and the locale on the handoff block must match the target channel’s locale. Freshchat also allows two channels to share a name, in which case the first match returned by the API is used — channels used by Ada should be uniquely named.
4. The end user cannot resume chatting with the AI Agent until an agent resolves the conversation in Freshchat. Reassigning or transferring the conversation does not end the handoff.

Capabilities

The integration supports the following:

• Text messages from the end user to the agent (and vice versa)
• Attachments from the end user to the agent (and vice versa)
• Routing to any Freshchat channel, specified per handoff by name and scoped by locale
• Custom Freshchat user and conversation properties, set via JSON inputs on the handoff block
• An optional static display name shown in Ada for all agent messages
• Optionally keeping the Freshchat conversation open after the handoff ends, for teams that wrap up conversations manually
• Checking a Freshchat group’s business hours and 7-day average first response time as separate utility actions

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the Freshchat integration, complete the steps in this order:

1. Initial configuration — generate a Freshchat API token, note channel and group names, and install the Ada relay app.
2. Configure the handoff — add the handoff block.
3. Additional actions (optional) — check business hours or average first response time before escalating.