Conversation APIs and Webhooks
Freshchat now has a comprehensive set of conversation APIs and associated webhooks. You can customize and extend Freshchat’s core conversation workflows through these APIs. For example, you can use the APIs to integrate with a custom bot platform/your own bot, sync to an external CRM to push and pull data, or even connect your own widget/front end to the Freshchat agent backend.
- Quick reply buttons
- URL Buttons
- Web Views
How does this interaction happen?
Interaction from your side will be sent to Freshchat through the APIs. And Freshchat will respond back by using Webhooks when certain events happen (eg: new user messages).
For a list of supported APIs, refer the API documentation.
For webhooks, refer the webhooks article.
Sample Use Case
For example, consider this scenario of a fictional bank called AG bank.
When a customer sends a message your custom bot (lets call it ‘Freddy’) starts engaging with them. With the interactive button element, you can display multiple options to the user. Here, the customer chooses to view their account statement, and the bot asks for card details. Once the customer clicks card details, with the web view option, you can load your website or the particular html page right within the Freshchat widget where the user can enter their details (securely - Freshchat cannot see or access this information and it entirely resides on your side) and check their account statement. Post this, you or the customer can close the page and the customer will be redirected to the conversation flow and the bot will resume with the interaction. This is completely secure and Freshchat won’t be able to read the customer information.
The above example is just one use case. With customized Freshchat APIs, the possibilities are endless.
At the moment, you need to contact firstname.lastname@example.org for the API key. We will enable this functionality for you from the backend.
For the Webhook Settings, you can go to Settings>Webhooks and configure your preferences.
For more information on webhook events and authenticating webhook calls, refer the webhooks article.