Chat/Messaging - Freshchat

Capacity integrates with Freshchat live chat and messaging platform, using a combination of an inbound webhook and outbound API calls to retrieve chat participant data. This integration requires coordination between the your Freshchat admin and Capacity Engineering.

How It Works

There are two data flows:

• Messages and events (inbound): You configure a webhook in Freshchat that sends message and event data to a Capacity-provided endpoint.
• Chat participant data (outbound): Capacity calls the Freshchat API to retrieve additional participant/conversation data using the credentials below.

Configuration Steps

Locate your App ID

1. Log in to your Freshchat account and select Admin from the left-hand menu.
2. Select Account Settings.
3. Under Agent Messenger, locate the App ID and select Copy.

Generate an API Key

1. From the Admin page, select API Tokens.
2. Select Generate Token. Freshchat creates the token automatically.
3. Select Copy to copy the token.

Configure the webhook and retrieve the RSA Public Key

1. From the Admin Settings page, select Marketplace and Integrations >> API >> Conversation Webhooks.
2. Toggle the Webhook status to Enabled
3. In the Webhook field, enter the Capacity-provided endpoint URL.
4. In Failure Notifications, enter the email address that should receive webhook failure alerts.
5. Under Authentication, select Copy next to the auto-generated RSA public key.
6. Select Save.

What Capacity Shares

Capacity will provide you with an API endpoint to configure within your Freshchat instance. e.g. [CUSTOMER NAME].audio.tethr.com

What to Share with Capacity