Home Integrations with Helpdesks [Freshchat] Step-by-Step Integration Guide

[Freshchat] Step-by-Step Integration Guide

Last updated on Aug 26, 2026

⭐ Summary

This article explains how to set up the conversation integration between ClaudIA and Freshchat, enabling automated support, webhook usage, advanced automations, and handover to specific groups or agents.

🎥 https://www.loom.com/share/fb11af49765f4476a972e4bb89f788b0

Prerequisites

✅ Active, paid Freshchat account
🔐 Administrator permission in Freshchat
🤖 Project created in the ClaudIA Panel

Step-by-step integration

1️⃣ Create or validate the ClaudIA group in FreshChat

  1. Go to Admin Settings.

  2. Open Groups.

  3. Create a new group or check whether one already exists.

  4. Set the group name (e.g.: Cloud Humans).

  5. Add the ClaudIA account as a member.

  6. Save.

⚠️ Also define which group will be the N2 handover group, responsible for receiving the tickets that ClaudIA does not handle.

2️⃣ Generate the API token

  1. In Admin Settings, go to API Settings or Tokens da API (API Tokens) (two possible interfaces)

  2. Generate the token.

  3. Copy the token you generated.

3️⃣ Set up the integration in Cloud Blocks

  1. Go to Cloud Blocks.

  2. Click FreshChat.

  3. Select the project you want.

  4. Paste the API token.

  5. Enter the Freshchat subdomain:

    • Copy only the part before .freshchat.com.

    • If it does not show up in full in the URL, copy it directly from the API screen.

  6. Enter the ClaudIA email address.

  7. Copy the N2 group ID and paste it into the indicated field.

  8. Click Save. ✅

4️⃣ Set up the webhook in Freshchat

  1. Copy the Webhook shown on the integration screen.

  2. In Freshchat, go to Admin Settings.

  3. Look for:

    • Conversation Webhook (new version)

    • Webhook (old version)

  4. Turn the webhook on (Enable).

  5. Paste the webhook URL.

  6. Enter an email address (it can be ClaudIA's).

  7. Save.

⚠️ The Cloud Humans webhook must be the main one. Freshchat does not allow it to be used at the same time as webhook extensions.

5️⃣ Install Advanced Automation (if you have not installed it yet)

  1. In Admin Settings, go to: Conversation Automation (Advanced) or Advanced Automation.

  2. Install the app

  3. Click Install > Edit Settings

  4. Go to Settings

  5. Paste the API token you generated earlier, and validate it.

  6. In Admin Settings, go to: Mobile SDK > Start Setup. And copy the APP ID.

  7. Go back to Advanced Automation and paste the APP ID.

  8. Validate and save.

6️⃣ Create ClaudIA's main automation in Advanced Automation

Triggers:

  • Group Assigns a Group

  • Bot Assigns a Group

  • Assignment Rule Assigns a Group

  • System Assigns a Group

Conditions:

  • Assign Group equal to ClaudIA's group

Actions:

  • Assign to Agent → ClaudIA

Finish at Summary > Finish.

7️⃣ Create the fallback automation in Advanced Automation

Additional triggers:

  • User Sends a Reply

  • User Starts a New Conversation

  • System Reopens a Conversation

Conditions:

  • Type: All of the Below

  • Assign Group equal to ClaudIA's group

  • Assign To An Agent equal to the ClaudIA agent

Actions:

  • Assign to Agent → ClaudIA

Finish at Summary > Finish > Save.