> ## 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

> Connect Freshchat so your AI agent can hand live conversations over to human agents

## Overview

Freshchat is Freshworks' live chat platform. Connecting it to Chatbase lets your AI agent hand a conversation over to a human agent in Freshchat when the customer needs a person, so your team can pick it up in real time.

> **What you can do:**
>
> Let the AI handle routine questions, and hand the customer to a live Freshchat agent when the issue needs a person.

## Before you start

* A Chatbase account with an AI agent
* A Freshchat account with admin access

## How to connect Freshchat

**1. Get your chat URL and API key from Freshchat**

In Freshchat, go to **Admin > Configure > API Tokens**, then copy the **chat URL** and **API key** shown there.

If your chat is part of Freshsales Suite, go to **Settings > Admin Settings > Website Tracking and APIs > API Settings** instead.

**2. Connect Freshchat in Chatbase**

1. Navigate to your Chatbase [dashboard](https://www.chatbase.co/dashboard/).
2. Click the AI agent you want to enable live chat for.
3. Navigate to **Integrations**.
4. On the **Freshchat** card, click **Connect**.
5. Enter your **Chat URL**, for example `https://yourcompany.freshchat.com`, and your **API Key**.
6. Click **Submit**.

Once connected, the card shows **Connected**.

**3. Create the Freshchat live chat action**

Navigate to **Build > Actions**, click **Create action**, then select **Freshchat live chat**. See [Freshchat live chat](https://chatbase.co/docs/user-guides/chatbot/actions/freshchat-live-chat.md) for how to configure it.

> [!TIP]
>
> Test the integration by asking your AI agent to speak to a human, and confirm the conversation reaches a live agent in Freshchat.

## Limitations

* **The live chat action runs on three channels only:** **Chat bubble**, **Help page**, and **Center Stage**. See [Channels](https://chatbase.co/docs/user-guides/chatbot/actions/actions-overview.md#channels) for what configured, unconfigured, and incompatible mean.

## Next steps

> **[Freshchat live chat](https://chatbase.co/docs/user-guides/chatbot/actions/freshchat-live-chat.md)**
>
> Configure when your AI agent hands customers over to Freshchat.

> **[Escalations action](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md)**
>
> Prefer an asynchronous handoff? Open a ticket instead of routing the customer to a live agent.


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