Freshchat

Version 1.0 · Last updated 2026-08-10

Context

Freshchat is Freshworks’ conversational messaging and live chat product, built for support, sales, and marketing teams that need one inbox spanning web, in-app, WhatsApp, and social.

Connect it, and your past Freshchat conversations become grounding content for Living Knowledge, so the agent already knows how a similar question got answered on any of those channels before this customer finishes typing. The Team Assistant works on top of Freshchat itself, answering straight from Living Knowledge and a search of related conversations, inside the same unified inbox your team already works from. When a live conversation goes beyond what the agent can answer, it hands off to your Freshchat agents with the full history attached, so nobody starts from a blank chat window.

Key benefits

• Team Assistant on top of Freshchat: Your team answers inside the same unified inbox, drawing on Living Knowledge and related conversations across every channel, without switching tools.
• Handoff with full context: When a person is needed, the live conversation passes to your Freshchat agents with the whole history attached, whichever channel it started on.

How does it work?

Past Freshchat conversations become grounding content in Living Knowledge, so the agent is informed across every channel Freshchat covers. The Team Assistant answers on top of Freshchat itself, drawing on that knowledge and related conversations. When the AI reaches its limit, the live chat hands off to your agents with full context attached.

Install instructions

Once at the Integrations tab of your Unless dashboard, you can select “Configure” for the Freshchat integration. This will open a popup where you can connect your Freshchat account and set up the integration. Contact your account manager to enable the live chat in the AI component.