> ## Documentation Index
> Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshchat Live Chat

> Hand over from your AI agent to live chat with a human agent in Freshchat

## Overview

The **Freshchat live chat** action hands a conversation over from your AI agent to a human agent in Freshchat. The customer keeps chatting in the same window, and your team replies from Freshchat in real time.

> **Best for:**
>
> Urgent or sensitive issues that need a person right away, such as billing disputes, account problems, or frustrated customers.

> [!NOTE]
>
> **Prerequisite:** Before using this action, [connect Freshchat](https://chatbase.co/docs/user-guides/integrations/freshchat.md) under **Integrations**.

## How to create the action

**1. Navigate to Actions**

Go to your [Chatbase dashboard](https://www.chatbase.co/dashboard/) and select your AI agent. Click **Build > Actions** in the left sidebar.

**2. Create the action**

Click **Create action**, then select **Freshchat live chat**. It's listed under the **Live chat** type.

**3. Configure general settings**

**Action name:** A unique, descriptive name for the action.

**When to use:** Instructions for when the AI agent should hand the conversation over. For example: "Use when the customer asks to speak to a human, or when you can't resolve a billing or account issue."

To restrict the action to [procedure](https://chatbase.co/docs/user-guides/chatbot/procedures/procedures-overview.md) steps only, turn on [**Only use in procedures**](https://chatbase.co/docs/user-guides/chatbot/actions/actions-overview.md#only-use-in-procedures). When it's on, the **When to use** field is hidden, because the AI agent no longer decides when to call the action.

**4. Choose channels**

Use **Channels** to control where the action is available, then click **Save**. Freshchat live chat works on **Chat bubble**, **Help page**, and **Center Stage** only. Any other channel is incompatible and can't be selected. See [Channels](https://chatbase.co/docs/user-guides/chatbot/actions/actions-overview.md#channels) for details.

**5. Enable and test**

Make sure the action is toggled to **Enabled**. Then ask your AI agent to speak to a human, and confirm the conversation reaches a live agent in Freshchat.

## Next steps

> **[Freshchat integration](https://chatbase.co/docs/user-guides/integrations/freshchat.md)**
>
> Connect or manage your Freshchat account.

> **[Escalations](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md)**
>
> Open a ticket instead when the issue doesn't need a live agent.


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