Connect Freshchat
Link Freshchat to Synthight with an API token and a webhook, so live chat conversations sync automatically.
Last updated: 2 min read
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Freshchat is the most involved integration to set up, because it requires an extra webhook step for real-time updates. Budget about ten minutes.
1. Get your Freshchat API token
- Log in to Freshchat.
- Click the gear icon (top right) → Admin Settings.
- In the left sidebar, go to Marketplace and Integrations.
- Scroll to the API section and click API Settings.
- Use the API details for chat section to find your token.
2. Connect in Synthight
- Sidebar → Workspace → Connections → click the Freshchat card.
- Enter your Freshchat Domain — the full domain this time, e.g.
your-domain.freshchat.com. - Paste your API Token.
- Click Test Connection & Continue.
- Select which Groups to sync conversations from, and optionally choose Custom Properties to include.
- Click Next: Configure Webhook.
3. Configure the webhook
Synthight shows you a Webhook URL to copy. Back in Freshchat:
- Gear icon → Admin Settings → Marketplace and Integrations.
- Scroll down to API → Conversation Webhooks.
- Enable the webhook and paste in the Webhook URL Synthight gave you. Save.
- Freshchat then shows you an RSA Public Key — copy it.
- Back in Synthight, paste the RSA Public Key into the field provided, then click Complete Setup.
Note
The webhook is what lets Freshchat push new conversations to Synthight in real time. Without it, new conversations after the initial sync won't appear.
Disconnecting
Reopen the card and choose Disconnect. This stops syncing new conversations and generating new insights.
Troubleshooting
| Symptom | Likely cause |
|---|---|
| "Failed to connect to Freshchat" | Domain missing the .freshchat.com suffix, or an invalid API token |
| Sync stops after the initial import | The webhook wasn't saved correctly on the Freshchat side — revisit Conversation Webhooks and re-check the URL and RSA key |
Next steps
- Managing your integrations
- Connect Freshdesk if you use both
Frequently asked questions
Why does connecting Freshchat take longer than the other integrations?
Freshchat needs an extra webhook configuration step, on top of the API token, so it can push new conversations to Synthight in real time. Budget about ten minutes total.
What does the webhook step actually do, and can I skip it?
The webhook is what lets Freshchat push new conversations to Synthight in real time after the initial sync. You shouldn't skip it — without it, conversations after the initial import won't appear.
Where do I find my Freshchat API token?
In Freshchat, click the gear icon → Admin Settings → Marketplace and Integrations, scroll to the API section, click API Settings, and look under API details for chat.
Sync worked at first but stopped after the initial import — what should I check?
The webhook probably wasn't saved correctly on the Freshchat side. Go back to Conversation Webhooks in Freshchat and re-check that the Webhook URL and RSA Public Key match what Synthight expects.
Do I enter the bare subdomain or the full domain for Freshchat?
The full domain, unlike Freshdesk — for example
your-domain.freshchat.com, including the .freshchat.com suffix.Was this article helpful?