A Quick Guide to Install your live chat:

  • Log in to your Freshdesk account as an administrator.
  • Go to the Admin tab and click on the live chat icon. 
  • Find the product for which the chat widget will be enabled and click the edit button.
  • Your live chat Javascript code is available under the Widget Code tab. 


  • Copy the code and paste in before the last </body> tag in your website or application. If you use Wordpress, paste the code before the </body> in the footer.php section.
  • Now the users visiting those websites or application can see the chat window (only when one of your agents are available online)

To see the chat widget in your website, make sure that:
  • You have enabled live chat in your admin tab
  • You have enabled the chat widget of this particular product
  • You or at least one of your agents is available to take chat (click on the chat icon in the top right corner near your profile picture to become available)


To chat with visitors in your support portal, you just need to enable the Chat on support portal option in the Widget tab. (Learn more)

Adding chat as a link
You can link the chat widget to a particular set of text in your website or application. After you install the chat javascript, you can add "chat-widget" as the text element ID. This will hide the default widget from the page and the chat window will open only when you click on the hyperlinked text. 

For example:

 

<p id="chat-widget">Chat with us</p>

 

Customizing chat on Freshdesk

  • Log in to your Freshdesk account as an administrator.
  • Go to the Admin tab and click on the Live Chat icon.
  • Enable chat for your helpdesk by clicking on the “Disabled” toggle next to “Chat is Enabled for Helpdesk”
  • Click on the “Edit” button.
  • Choose the “Widget” tab.
  • You can change the color of the chat window to suit your brand using the color chooser. You can see its preview on the right.
  • Click on the Window Position dropdown to choose where the chat window should appear to your visitors.
  • Window Offset lets you set the distance between the chat window and left/right end of the screen (based on the position of the window).
  • Once you’re done customizing the chat window, you can move on to customizing the default messages section. Default messages appear on the chat window of the visitor at various stages during the chat. Following this is the list of all titles and messages you can edit and where they appear.
  • Save your settings before moving onto the next section: the pre-chat visitor form. 


Message/Title

Visitors POV

Title when chat is minimized is the title your visitors will see when the chat window is minimized. It should preferably be something that invites your visitors to chat.

Title when chat is maximized appears when the visitors’ chat window is open.

Welcome message is the first message your visitors see when they open the chat window.

Reply box placeholder is the message displayed in the box where visitors type their message

Status message while waiting for agents is shown to the visitor who has initiated the chat and is waiting for one of your agents to take up the chat

Wait/On hold Message is sent to your visitors when all the agents in your helpdesk are busy chatting with other people.

Message when agent joins chat is shown to the visitor when one of your agents picks up the chat. {{agent_name}} is a placeholder that changes according to the name of the agent who is chatting.

Message when agent leaves chat is shown to the visitor when the agent closes the chat window after the chat is over. {{agent_name}} is a placeholder that changes according to the name of the agent who is chatting.

Thank you/Closure message appears to the visitor when the chat is over.

Non-availability message appears to the visitor when none of the agents are available. You can redirect your visitors to your feedback widget or a ticket form or any other custom URL through this message. That way, they can raise a ticket with your support and your agents can contact them later.


You can do this by hyperlinking a part of the Non-availability message. Enclose the hyperlink text in the Non-availability text box within # and #. The On-click action drop-down has options to link the text to your feedback widget and your ticket form.

To redirect your visitors to a custom URL, pick "Open a custom link" from the drop-down

In the text box that appears below, enter the custom URL of the website/page you want to redirect the visitor.


Set up live chat availability and routing preferences

  • Chat availability is the time during which your agents can chat with visitors. 
  • Log in to your Freshdesk account as an administrator.
  • Go to the Admin tab and click on the live chat icon. 
  • Click on the edit button next to the relevant product. 
  • Click on the Preferences Tab.   


  • If you can provide live-chat support round the clock, you can pick the availability as "Always (24/7)". 
  • If you want to provide live-chat support only during your business hours, you can choose "During business hours". If you have set up multiple business hours, you can choose the business hours when your agents can provide chat support. The chat window will be invisible to your visitors for the remaining time.
  • If your agents are not available to pick up chats during the time you have chosen, then the offline window will be shown to your visitors during that time. Messages left through the offline window will automatically be converted to tickets and will not show up in chat archives or affect chat summary reports.
  • You have a third option to choose to show the chat window only when you agents are available to chat with customers. When no agents are available, the chat window will be hidden.

Chat on support portal


You can chat with the people visiting your Freshdesk support portal by enabling Chat on support portal option. You can choose to chat with any user visiting your portal or just the users who are logged in.

Routing chat to groups
Based on what visitors pick from the dropdown in the pre-chat form, you can route their chats to different agent groups.


Once you enable chat routing, instead of every active agent receiving a chat notification, the group corresponding to the topic visitors are interested in will be notified. If visitors do not pick anything from the dropdown or if you have not enabled pre-chat form, you can use the default routing option to divert all chats to a group like support. Note that Chat Routing is only available the Estate and Forest plans.

Maximum number of chats agents handle simultaneously
If your agents are already busy chatting to a certain number of people, they might not want to receive new chat notifications. Under Admin > Live chat, you can set the maximum number of chats (internal and external) an agent can handle simultaneously, by clicking on the Edit button. 



Once an agent starts chatting with a customer, it can go on for any amount of time until the agent or customer ends the chat or the agent converts the chat into a ticket.

Setting up pre-chat and missed chat forms

  • Log in to your Freshdesk account as an administrator.
  • Go to the Admin tab and click on the live chat icon. 
  • Click on the edit button next to the relevant product. 
  • Click on the Visitor Form Tab 

Pre-chat form 

Pre-chat form helps you collect information from the visitors who initiate chat with you. You enable this form using the toggle and collect details like Name, Phone Number and Email. 


  • You can edit the Pre-Chat Message that appears to your visitor.
  • When you enable the form, your visitors will be required to fill up the Name field before the agents can chat to them.
  • The Phone Number and Email fields can also be shown to the visitors. However, you can choose whether these fields are required to be filled up by the visitor. 
  • The textfield lets you collect information like order ID or ticket number from the visitor. 
  • The dropdown field helps you categorize what your visitors want to talk to you about. This will be shown to the agents when they pick up the chat and you can use the dropdown option to route the chat to the right department. Click on the edit button next to the Dropdown choices and type out the choices one after the other and click save. 
You can edit how the name of these fields should appear to the visitors by typing the desired names in the corresponding textboxes.
 
Missed Chat form 
The Missed Chat form helps you collect information about your visitors when none of your agents are available to take a chat.

 The form will take your visitor's Name, Email and Message. You can customize the label for each of those fields as you like.

Setting up canned responses for live chat (Chat Shorthands)
Chat Shorthands are customizable abbreviations which you can use in place of preset messages while you're chatting with someone. You can map different shorthands to expand into corresponding messages and access them during your chat by using the '/' symbol. The administrator can configure all the Shorthands pertaining to their helpdesk, and it will be accessible by all agents.

Quick guide for setting up Chat Shorthands
  • Go to Admin > Canned Responses.
  • Under the Chat Shorthands tab, click on the Add New button to add a new code.
  • Here, you can specify what code you want to expand to specific messages.
  • Click on the Tick and Cross marks to save and discard changes respectively.
  • Click on the edit button to edit pre-existing codes and the delete button to delete codes.

Using canned responses in live chat (Chat Shorthands)
Chat Shorthands are customizable abbreviations which can be used in place of preset messages while you're chatting with someone. This is similar to the canned responses you can use while replying to tickets. The administrator of your helpdesk can set up various shorthands to expand into corresponding messages and agents can access them during their chat by using the '/' symbol. The administrator can configure all the Shorthands pertaining to their helpdesk, and it will be accessible by all agents.

Quick guide to use Chat Shorthands
When an agent is chatting with a customer, they can click on the Chat Shorthand menu button on the top of the chat panel. This will pull up a list of all available abbreviations and their expansions (as configured by the helpdesk's admin), from where you can select which message to use.

Alternately, when your agent is typing, they can press the '/' key followed by any letter. Doing so will show a list of abbreviations starting with that letter, and you can scroll between them and select the message that you want. 

Initiate chat with your visitors proactively using live chat
In addition to answering support queries that come in to provide reactive support, your agents can also initiate chat with a visitor and engage with them proactively. For example, if a visitor has been lingering in your pricing page for a long time he is probably confused about which plan to choose. To help him out, your agents can jump in and start a chat with him or you can make the chat window pop up on his screen so he can ask for help.
Please note that the pre-chat form will not be visible to these visitors.

Quick guide to enable Automatic pop chat
This is a form of proactive chat, wherein the live chat window will pop up after a certain time based on your settings. This saves them the trouble of entering their details (name, email id etc), resulting in a higher chance of getting the visitor to get in conversation with the agent.

  • Log into your portal as an administrator.
  • Under the Admin tab, click on the Live chat icon.
  • In the preferences tab, scroll down to the last section to see the proactive chat option.
  • Enable it and select the time gap after which your chat window will pop up for the visitor.
  • Remember to Save the changes. 

Quick guide for agents to initialize chat with visitors
Agents can step in and offer help even before visitors reach out for help.


  • Login to your portal.
  • In the live chat widget at the bottom of the screen, click on the chat icon 
  • You will be able to see your top five recent chat conversations, as well as a ticker that displays new and returning visitors
  • Click on the ticker that shows the new and returning visitors, you will be directed to the dashboard where you pick a visitor and start chatting. 
  • Please note that you can get these details through the live chat dashboard too.

Agent Availability 
The Agent Availability feature, accessible only by the admins, lets them monitor their agents’ availability and status. 


Feature details
Admins will be able to easily access the list of agents available for Live Chat through the Agent Availability widget. To view this list, click on “Agent Availability” on the dashboard and select the Live Chat tab. Agents can indicate that they are not available to chat by changing their availability status and in this tab, you will be able to see the number of agents as well as the status they have set. Agents’ statuses can either be: 
  • Accepting: Shows agents who are currently available to chat with customers. 
  • Not Accepting: Shows agents who are logged in to your support portal but are currently not accepting chat requests from customers.  

This feature also lets admins monitor their agents’ activity levels easily. Irrespective of whether the admin is looking at the “Accepting” or “Not-Accepting” list, an agent’s activity level in Live Chat displayed next to his/her name.  


Details of an agent’s activity can be one of three levels:

  • Number of chat conversations in progress: This will display the number of chat conversations each agent is currently engaging in. 
  • Last Chat: If an agent is not in conversation with anyone, the time when they completed their most recent chat will be shown here.
  • No Activity: This will be displayed when an agent has not yet picked up any chats inside Freshdesk.
A separate list of agents is also available at the bottom of the “Not-Accepting” list. This is the “Offline” list, it lists all the agents who haven’t logged into the help desk for the day. 

Using the Feature
With this feature, it’ll be easier for admins to manage their chat queue better based on their priorities. Admins will have a greater degree of visibility on what their agents are up to at any given moment.  

For example:
  • If there is a sudden surge in chat volume, then the admin can ping (with the agent-agent chat feature) an agent who is accepting lesser chat conversations than the prescribed limit and request them to engage with more customers. Admins can also set the maximum number of chat conversations that an agent can accept simultaneously. 
  • If an admin notices that the wait times or missed chats are increasing, then they can call on agents not accepting chats to come online and reduce the load on others.
  • The “Offline” agents list helps the admin anticipate the load for agents logged in and plan workflows and ticket assignments accordingly.
The feature also allows admins to manage a large roster of agents more easily by sorting them. Admins can filter agent lists based on the group they belong to. Agent lists can also be sorted by:
  • Name: Lists all Available or Non-available agents in alphabetical order of their names.
  • Last Activity: Lists all Available or Non-available agents based on when they were last seen, the most recent being first. 

Understanding the options in the live chat bar
When live chat is enabled, you can see a chat widget at the bottom of your screen and an agent availability button near your profile picture on the top right corner of your support portal. Agents can chat with other agents, browse their chat history and initiate chat with visitors using the live chat widget.

Availability of agents on chat

If every agent in your support has logged into Freshdesk but has set their statuses as not-available, your visitors will not be able to see the chat window.


Agent to Agent chat

When your agents are spread across multiple floors or countries, the agent-to-agent chat will be very helpful for internal communications. Their message archive will contain their chat with other agents too, so it becomes easier to go back and locate a conversation. 


Quick guide to chat with another agent

  • Click on the headphone icon in the chat bar.
  • All the agents logged into your helpdesk can be seen.
  • You can search for the agent you want to chat with and click on their name to start the chat.
  • The chats will be stored in the message archives but you will not have an option to convert them into tickets. 


Recent chats and visitor details
Click on the chat icon in the chat bar to see your top 5 recent chats, and a ticker with the visitor details. When you hover over the recent chat conversations you can see which visitor is online, which conversation has been converted into a ticket, and a headset icon will be displayed if the conversation is with an agent. 

Accept a chat from a visitor
When your status is set to "Accepting", you will receive notifications of new chat messages when the visitors ping your helpdesk. You can see the visitor's name and location and you will have options to accept or decline the chat. You will also be able to see widget they have initiated the chat from, in case you have enabled multiple chat widgets. You can chat with multiple visitors or agents at the same time.

Chat with a visitor proactively
You can jump in and start conversations with visitors even before they reach out to you for help. 
Click on the ticker that shows the new and returning visitors, you will be directed to the dashboard where you can pick a visitor and start chatting.     



Viewing and editing the visitor details

When you start chatting with a visitor, you can click on the profile icon on the top left corner of your chat window to view the visitor details. You can see what browser and OS they are using (this will help you while troubleshooting), you can see where they are chatting from and which page they are chatting from. You can also edit the contact information of the visitors as you chat with them. They will be added as contacts in your helpdesk only when you convert their chat to a ticket.   



Transfer chat to other agents

You can transfer your chats to other agents who are available online. For example, if your visitor wants to understand which of your plans could suit his needs better, you can transfer the chat to the sales person in your team and he can pick it up.   



  • Click on the Settings icon in the chat window.
  • Choose transfer to agent icon.
  • All the agents logged in to your helpdesk will be shown.
  • You can find the person you want to transfer the chat to and click on their name to transfer the chat.

Blocking visitors

You can block unwelcome visitors who spam you. You just need to click on the settings icon and choose block visitor option. Once you block them, they will not be able to see the chat widget until they clear the cookies in their browser.


Enabling desktop notifications for live chat

You can get notified about the incoming chat even when you are not active on Freshdesk using the Desktop notifications. To get notifications, you need to have your Freshdesk open in at least one tab of your browser. 


You can enable the desktop notifications by clicking on the new incoming chat notification while you are on Freshdesk, and clicking on the Enable Desktop notification button under visitor details. 



Once you do, you will start getting notified no matter which program you have open in your desktop. You can enable notifications in Google Chrome, Safari and Firefox browsers and you need to enable it in each browser separately.



Selecting your customized sound notification:

Your agents can customize what sound they would want played as a notification for incoming chats. The LiveChat Notification Tone can be found in the options under your profile picture on the top right corner once you are logged on to your helpdesk.


Converting chat transcripts to tickets
Your conversations with visitors using live chat can be converted into tickets in Freshdesk. For example, if you need a few days to troubleshoot a customer issue, you can inform the customer and convert the conversation into a ticket. Later, when the issue is resolved you can update the ticket and let the customer know.

Quick guide to convert a chat to ticket


The convert to ticket option appears when you close the chat window. You can choose to 
  • Save the conversation as a new ticket - you can edit the requester name, email address and the time of the chat and hit save.
  • Save the conversation to an existing ticket - a list of tickets raised by the same requester will appear, you choose a ticket and the chat will be added as a public note to the ticket.
  • Not convert the chat to ticket - you can always go back to the chat history and convert it.
Live chat dashboard

The live chat dashboard gives real time chat information of the helpdesk to the agents. It is seen on the right of the dashboard tab. It shows the number of agents available to chat, number of new/returning visitors online and the number of chats going on in your helpdesk. You can also look at the list of visitors and initiate a chat from here. 

Message archive
You can use the live chat dashboard to access the message archive where the transcripts of all the chats in your helpdesk are stored.

You can browse through the chat history and use filters on the left to find out specific chats. You can also convert a chat into a ticket and view the ticket conversation of the chat that was already converted. 

Richer details in chat transcripts

The chat transcripts are now more detailed, the admin has access to more powerful information which would help improve the performance of the agents using chat. At a very micro level, the admin can oversee if each chat is in line with agent productivity levels expected and also closely look at the quality of the customer engagements. 


Also, if there is a spike in chat response times, looking through the specific time-period's chat transcripts will easily highlight the source of the problem. 


You can now see 

  • The source of the chat - Initiated by agent, visitor or trigger 
  • The chat handle time  
  • An indication of when the agent joined and left the chat conversation
  • An indication when the chat is transferred to another agent, along with a link to the transcript 
  • The visitor details now will includes the IP address  

The chat transcripts can be accessed through the message archives.


Pre-populating visitor form with login API

If you some information about a visitor from a previous interaction, you can pre-populate the fields so that they don't have to fill in the information again. Here are the fields that will be pre-filled 

  • Name 
  • Email 
  • Phone number 
  • Text field  
  • Dropdown field 

All you need to do is paste this script above your Live Chat script everywhere you have installed chat.


<script type='text/javascript'>

FRESHCHA T_VISITORINFO={"name":user_name,"email":user_email,"phone":user_phone}

</script>


Here, user_name, user_email, user_phone are the variables you use in your app to contain the user login details.

This way, your agents will know whom they are talking to even when you have no pre-chat for set up. And even if you have enabled the pre-chat form (with default fields), the users whose login information you already have will not see it. However, if you have included custom fields (message and dropdown fields) in your pre-chat form, it will be shown to the visitors with the name, email and phone number filled up.