Freshchat — Hand over live conversations to your human agents

ViaSay now connects to Freshchat, so your AI assistant can hand over a conversation to a live human agent the moment it reaches its limits — or whenever the customer asks for one. The full bot conversation is passed along, so your agents pick up exactly where the assistant left off.

Connect Freshchat in three fields

A new Freshchat agent channel is available under Integrate > Channels. Connecting your account takes three fields:

• Subdomain — taken from your Freshchat chat URL
• API token — generated from your Freshchat admin settings
• Region — the data center your Freshchat account runs on

Save your credentials, copy the generated webhook into Freshchat, and run the built-in connection test to confirm everything is wired up.

Works in every Freshchat region

Connect a Freshchat account hosted anywhere. ViaSay supports all four Freshchat data centers out of the box — EU Central, US, India, and Australia — so the integration works regardless of where your account is provisioned.

Route each handover to the right team

Send conversations exactly where they belong. From the Flow Builder handover step, pick the Freshchat topic that should receive the conversation, and optionally assign it to a specific agent group so it lands with the right team.

Full context, no copy-paste

Agents start informed. When a conversation is handed over, the assistant's transcript is sent to Freshchat as part of the new conversation — so your agents have the full history without asking the customer to repeat themselves.