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Freshdesk <> Fullview AI Escalations

A comprehensive guide for escalating AI conversations to your support team in Freshdesk

Written by Sofia
Updated over 2 weeks ago

This guide will walk you through setting up Freshdesk to work with Fullview's AI escalation feature. Follow the steps below to enable seamless escalation workflows between Fullview and your Freshdesk org.

Escalation options

Fullview offers two ways to escalate AI conversations to your support team in Freshdesk:

Option 1: Ticket Creation Only

When an escalation occurs, Fullview automatically creates a Ticket in Freshdesk containing the full conversation history and context. Your support team can then follow up through their normal case management workflow.

Best for: Teams who primarily work through Freshdesk tickets or don't offer real-time live chat support.

Option 2: Live chat using Freshchat

When an escalation occurs, Fullview can route the conversation directly to a live agent through Freshchat. This enables real-time conversations between your customers and support agents.

Best for: Teams offering live chat support with agents available to respond in real-time.

Note: When support agents are unavailable (e.g. outside business hours) a ticket is created.

Part 1: Setup for Ticket Creation

This section covers setting up Domain and Api key so Fullview can create Tickets in your Freshdesk org automatically.

Step 1: Your organisation subdomain

  1. Log into your Freshdesk Account

  2. After you log in, the url may look like: https://fullview.freshdesk.com/a/dashboard. In this case, we copy the fullview part.

3. Go to Fullview Dashboard and add this to Subdomain input

Step 2: Your organisation API key

  1. Log into your Freshdesk Account

  2. Click on your profile picture icon on the top right corner and select Profile Settings

  3. On the right pane, you will find the API Key

  4. Copy-paste this to API Key field required to authenticate Fullview

Part 2: Freshchat Setup for Live Support

This section covers setting up Freshchat api keys and Webhooks so Fullview can communicate with Freshchat system.

Step 1: Freshchat API keys

  1. Log into your Freshchat Account

  2. Go to Settings

  3. Search for API Settings

  4. Open the settings and copy Your API Key and Your chat URL

  5. Go to Fullview

  6. Click on Setup live support

  7. Paste Your chat URL into Chat API URL and Your API Key into Your chat URL

  8. Select the channel for the chats. This is a required field.

  9. You can optionally select the Group that will handle the requests. If the group is selected, we check the availability of that group. If there are business hours assigned to this group, we will use that to identify if agents are available.

  10. Click Save

Step 2: Webhooks

To send messages and conversation updates from Freshchat agents back to customers using Fullview's chat widget, you need to configure a webhook.

There are multiple ways to configure webhooks in Freshchat.

Conversation Webhooks

  1. Go to your Freshchat account

  2. Go to Settings

  3. Search for Conversation Webhooks

  4. Go to Fullview Dashboard and click on Configure a webhook card

  5. Copy the Webhook URL

  6. Go to Freshchat Conversation Webhooks and paste the webhook url

  7. Copy the RSA public key from Conversation Webhooks

  8. Go to Fullview Dashboard and click on Configure a webhook card

  9. Paste that to RSA public key field

  10. Check I have configured the Webhooks toggle and click Save

Other ways to set a webhook

Webhook Extender App

Because Conversation Webhook allows freshchat orgs to set only 1 webhook per organisation this is a workaround if you already have a webhook set for Conversation Webhook.

Installation steps

  1. Go to your Freshchat Account

  2. Go to Settings

  3. Go Marketplace Apps

  4. Search for webhook extender and install it

Setup

  1. After installation, click Edit Settings and add our webhook there (Copy the webhook url from Fullview Dashboard (See point 5 from https://support.fullview.io/en/articles/13700227-freshdesk-fullview-ai-escalations#h_301991e531))

  2. Copy the Freshworks Webhook (First input)

  3. Go to Conversation Webhooks and paste the value to Webhook input

Conversation Automations (Advanced)

How to find:

  1. Go to your Freshchat Account

  2. Go to Settings

  3. Search for Conversation Automations (Advanced)

How to configure settings:

  1. Click Edit Settings

  2. Go to Settings Tab

  3. Add Domain Name, Api key, SDK APP ID and Toggle on the APIs and Custom Placeholders

How to configure API library resources

  1. Click Edit Settings

  2. Go to API Library tab

  3. Add the following api library resources (click on Create new API)

    1. Agent reply

      • API Name: Agent reply (or any other name that's easier to understand and will serve the purpose of the method)

      • Model Name: agent_reply

      • Request type: POST

      • URL: See point 5 from https://support.fullview.io/en/articles/13700227-freshdesk-fullview-ai-escalations#h_301991e531)

      • Check Add custom headers

      • For encoding make sure it's JSON

      • Add this json to custom headers:

        {
          "x-freshchat-api-token": "{freshchat.api_token_v2}"
        }

      • For content add the following JSON

        {
          "actor": {
            "actor_type": "agent",
            "actor_id": "{actor.id}"
          },
          "action": "message_create",
          "data": {
            "message": {
              "message_parts": [
                {
                  "text": {
                    "content": "{message.text}"
                  }
                }
              ],
              "app_id": "{conversation.app_id}",
              "actor_id": "{actor.id}",
              "channel_id": "{channel.id}",
              "conversation_id": "{conversation.id}",
              "message_type": "normal",
              "actor_type": "agent"
            }
          }
        }

    2. Close conversation updates

      • API Name: Close Conversation Updates (or any other name that's easier to understand and will serve the purpose of the method)

      • Model Name: close_conversation_updates

      • Request type: POST

      • URL: See point 5 from https://support.fullview.io/en/articles/13700227-freshdesk-fullview-ai-escalations#h_301991e531)

      • Check Add custom headers

      • For encoding make sure it's JSON

      • Add this json to custom headers:

        {
          "x-freshchat-api-token": "{freshchat.api_token_v2}"
        }

      • For content add the following JSON

        {
          "actor": {
            "actor_type": "agent",
            "actor_id": "{actor.id}"
          },
          "action": "conversation_resolution",
          "data": {
            "resolve": {
              "resolver": "agent",
              "resolver_id": "{actor.id}",
              "conversation": {
                "conversation_id": "{conversation.id}",
                "app_id": "{conversation.app_id}",
                "status": "{conversation.status}",
                "channel_id": "{channel.id}"
              }
            }
          }
        }

    3. Assign conversation

      • API Name: Assign Conversation (or any other name that's easier to understand and will serve the purpose of the method)

      • Model Name: assign_conversation

      • Request type: POST

      • URL: See point 5 from https://support.fullview.io/en/articles/13700227-freshdesk-fullview-ai-escalations#h_301991e531)

      • Check Add custom headers

      • For encoding make sure it's JSON

      • Add this json to custom headers:

        {
          "x-freshchat-api-token": "{freshchat.api_token_v2}"
        }

      • For content add the following JSON

        {
          "actor": {
            "actor_type": "agent",
            "actor_id": "{actor.id}"
          },
          "action": "conversation_assignment",
          "data": {
            "assignment": {
              "assignor": "agent",
              "assignor_id": "{actor.id}",
              "to_agent_id": "{agent.id}",
              "to_group_id": "{group.id}",
              "conversation": {
                "conversation_id": "{conversation.id}",
                "app_id": "{conversation.app_id}",
                "status": "{conversation.status}",
                "channel_id": "{channel.id}",
                "assigned_group_id": "{{conversation.assigned_group_id}}",
                "assigned_agent_id": "{conversation.assigned_agent_id}"
              }
            }
          }
        }

How to configure API library resources

  1. Click Edit Settings

  2. Go to Automations tab

  3. Add the following automations (click on Create new automation)

    1. Agent sends reply

      • Automation name: Agent sends reply

      • For trigger select: Agent sends a reply

      • For Action select Trigger an API -> Agent Reply (your API resource)

    2. Close conversation

      • Automation name: Close conversation

      • For trigger select 2 values: Agent resolves a conversation and System resolves a conversation

      • For action select Trigger an API -> Close conversation updates (your API resource)

    3. Assignment changed

      • Automation name: Assignment changed

      • For trigger select 4 values: Agent assigns an agent, Freddy Bot assigns an agent, Assignment Rule assigns an agent, System assigns an agent

      • For action select Trigger an API -> Assign conversation (your API resource)

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