OCP now enables it users to integrate its livechat with Freshchat, increasing their productivity by combining Freshchat’s livechat feature with OCP ’s automations.

Integrating Freshchat With OCP

On OCP ’s dashboard, click on integrations tab, scroll down till you see livechat integration and then select freshchat from it.

We require three things:

1. Domain

2. App Id

3. API Key

Finding Domain

On your freshchat dashboard, click on Gear icon and click on admin settings

Scroll down till App section and select “Mobile App for Chat”

Copy and paste your domain id inside the Domain field in OCP

Finding App Id

Go to admin settings and scroll down till you see Chat widget settings.

Click on Integrations settings and copy the App Id

Finding API Key

Go to admin settings and scroll down to API, click on API settings

Create and copy the API key and paste it inside OCP .

Integrating Webhook

After getting a verified status inside OCP , you will need to copy the webhook back into Freshchat.

Copy the url and go back into Freshchat, go to admin settings and scroll down til API. Click on Webhooks for Chat

Copy the webhook inside the field. The integration is complete.

Choosing Correct Channel

You may have the wrong channel by default. Inside OCP , click on Change Channel Id button

Make sure you have the right channel selected.

How to trigger live chat to Freshchat

Once you have set up everything, and now you can build the chatbot to automate your business, also you can integrate with Dialogflow to reconganize the user’s intent and redirect them to your chatbot automation as well.

This should dramatically reduce your live agent support workload. But still if the user want to reach out to support anywhere in the flow.

You can use the action of “Talk to human/Pause Automation” in the basic action, and also you will have the option to set the default timer to pause the automation.

All the messages send from the user will be forward to Freshchat dashboard. You should be able to see the user from the inbox.

Please note that OCP will push the user’s social profile image & name, phone number, email to Freshchat.

Also the user_ns, user_id and channel will be also added to the custom user properties.

And then you can send text, image or files to the user.

And also OCP support you to add note to the user, and the note will sync to OCP user.

Below is screenshot of sending private note from Freshchat.

In OCP , you can find the note have been added to the user.

If live agent click the resolve button in Freshchat, then the live chat sesion with the OCP chatbot user will be ended.

After the Freshchat agent resolve the conversation, any message sent from OCP will trigger the chatbot again.

However, the user can trigger live chat again if this is needed.

One thing to note is that, If the Freshchat live chat agent decided to send follow up message from the Resolved folder, depending on if there is 24 hour window restriction, if there isn’t, the message will delivered to the user, and reactivate the live chat session.

If the user is out of 24 hour window for particular channel(WhatsApp, Messenger, Instagram), then we will return the message “ The user is out of contact window, please contact through email or sms”.

And last thing to note is that every time the Freshchat live agent send message to the OCP user, the time will reset to default 30 mins, so that the conversation can continue without accidentally push the user back to chatbot.