Freshchat


General

How do I install Pez app to my Freshchat account?

To install Pez app in Freshchat you need to have a valid Freshchat account and a Pez account.

To access features such as API Token and APP ID, your freshchat account must have Admin privileges.

  1. Go to Pez.AI Login Page.
  2. Login with your Pez account details.
  3. At the top of the screen, click Authoring.
  4. Click CUSTOMIZE YOUR BOT.
  5. Fill in the required field on ABOUT YOUR COMPANY.
  6. Select CONNECT TO FRESHCHAT as your channel.
  7. Input your Freshchat API Token, App ID and Email.
  8. Once complete, click SAVE AND CONTINUE and you will be directed to the TRAIN tab. Click SAVE AND CONTINUE.
  9. Finally, click Publish Bot and your bot is ready to go!

Once integration is done, the bot will answer in behalf of the user who completed the integration process.

An Expert bot comes pre-loaded with interactions and learns as it is used by your customers and agents.


Why do I need an invite code to create an empty bot?

Empty bots, or General releases, are for partners who want to develop chatbots on our platform which requires an invite code. To get an invite code, provide us with your email at the bottom of the page, or contact us at [email protected]


Where can I find my Freshchat API token?

apitoken

  1. Click Settings > Configure > API TOKENS
  2. Click the Generate Token button
  3. When generating an API Token, you’re only allowed to have one API Token. You can only create or change the API Token by deleting the current token.

Where can I find my Freshchat app ID?

FreshchatAppID

  1. Click Settings, located in the left area of the screen
  2. Click Setup > Account Settings
  3. Click Integration Settings
  4. Under Agent Widget, the App ID will be specified

Why do I need a Freshchat email on Pez.AI dashboard?

The Freshchat email you provide will be a fallback user for Expert.

Using Freshchat as a fallback

Registering as a Fallback

Once an email is registered on Pez.AI Dashboard, the registered email automatically becomes the Fallback.


Answering a question

Open questions can only be answered using a private note. This is to ensure that the bot adds the interaction to its knowledge base.

Open questions are answered on a first come, first answered basis.

  1. Click the Inbox icon on the left side of the screen
  2. Click Assigned To Me
  3. Pick a conversation
  4. Using a Private Note , input #expert before adding the answer to ensure that the bot will detect your input.
  5. Send the answer, and the bot will respond in your behalf.
Handing off a question
  1. Click the Inbox icon on the left side of the screen
  2. Click Assigned To Me
  3. Pick a conversation and at the top you’ll see an Assign to:
  4. In the dropdown beside it, select the name of the Team Member you want to answer the question

Deregistering as the Fallback

This feature is currently unsupported via bot interaction. Please contact [email protected] to remove yourself as the fallback.

Using Freshchat as an SME

Registering as an SME

This feature is not supported in Freshchat via utterance. Instead, an agent will automatically be an SME when a conversation is assigned to them.


Handing off a question
  1. Click the Inbox icon on the left side of the screen
  2. Click Assigned To Me
  3. Pick a conversation and at the top you’ll see an Assign to:
  4. In the dropdown beside it, select the name of the Team Member you want to answer the question

Deregistering as an SME

This feature is currently unsupported via bot interaction. Please contact [email protected] to remove yourself as an expert in a topic.

Others

Am I allowed to send attachments, images, or emojis?

At the moment the bot only recognizes messages that are in text format and links


I'm seeing 'Sorry, I haven't been trained to respond to this request.' What could be the reason?

There are multiple reasons for this issue:

  • Your input might be incorrect
  • The bot recognized your input as a statement or an answer.

To avoid this, make sure to add a question mark (?) on your input.


I'm seeing Apologies, something unexpected happened. Please wait while I bring in a human supervisor. What could be the reason?

If you are encountering this message, please contact us at [email protected]


How do I Uninstall Pez App from Freshchat?

Uninstalling Pez App from Freshchat is currently unsupported. Please contact [email protected] and request to uninstall the Pez app from your Freshchat account.