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Channel Setup

Web (JavaScript snippet on every page), iOS and Android SDKs (linkable into native apps), WhatsApp Business via Meta Business Manager, Facebook Messenger via the Meta Page connection, Instagram DM, Apple Business Chat, and Line. Web is the fastest to deploy — paste the snippet into the site footer, configure widget appearance from Admin -> Web Widgets. Mobile SDKs require app rebuild and store review; budget 2-3 weeks. WhatsApp requires Meta Business verification and a phone number purchase or BYOC (bring your own carrier number) — typical lead time is 1-2 weeks from start to first message.

// Freshchat web widget snippet
window.fcWidget.init({
  token: 'your_app_token_here',
  host: 'https://wchat.freshchat.com',
  externalId: currentUser.id,
  firstName: currentUser.firstName,
  email: currentUser.email
});

Team Inbox

Shared inbox for support or sales conversations. Assignment uses IntelliAssign — the routing engine that respects agent skills, current load, and online status. Agent statuses (Online, Away, Offline, Busy) control whether the agent receives new conversations. Configure under Admin -> Team -> IntelliAssign Settings. Set a maximum concurrent conversations per agent (default 3-4 works for most teams; raise to 5-6 only for tier-1 quick-resolve queues). Without a max, eager agents accept too many and average response time drops across all their conversations.

Bot Builder

No-code visual builder for deflection bots. Patterns that work: triage bot (collect issue type, route to the right team), FAQ bot (answer the top 20 questions from your knowledge base), order-status bot (look up by order ID via webhook, return status). Start with the top 5 intents — they typically cover 40-60% of inbound volume. The bot path should always include a human-handoff exit; bots that trap users in loops generate worse CSAT than no bot at all. Test the bot in the preview mode with realistic phrasing variations, not just the happy-path script.

CRM Integration

Conversations log automatically against Freshsales contacts when the visitor’s email or external ID matches an existing contact. Reps see the full chat history in the contact timeline, which means a sales follow-up doesn’t repeat the questions support already answered. Auto-create leads from new chatters by enabling “Create lead on first conversation” in the Freshsales connector. Configure field mapping so chat properties (source URL, browser, device) populate Freshsales custom fields for attribution.

Analytics

Response time (first response, average response within conversation), resolution time, deflection rate from the bot, CSAT after conversation close, and per-agent productivity (conversations handled per shift). Publish weekly to operations. The two metrics that drive coaching: P90 first-response time (the long tail tells you when a queue is unstaffed) and per-agent CSAT distribution (one persistently low agent is usually a training issue, not an attitude issue).

Common Failure Modes

Three. First, deploying the widget on every page including the checkout — chat during checkout often distracts buyers and depresses conversion; A/B test before assuming chat is universally good. Second, bots that don’t carry context to the agent — when a handoff happens, the agent should see what the bot already collected; without it, the customer repeats themselves and abandons. Third, online status that lies — agents leave Slack open and Freshchat assumes they’re available; configure auto-Away after 5 minutes of inactivity.

Implementation Sequence

Week 1: install web widget on a single high-intent page (pricing or contact), staff with two agents. Week 2: enable proactive messages on the same page (cart abandonment, time-on-page triggers). Week 3: deploy bot for top 3 intents. Week 4: integrate with Freshsales for contact-context linkage. Week 5+: expand to more pages, add WhatsApp.

What to do this week

Pull the conversation log for the last 7 days, sort by first-response time descending. The slowest 20 conversations are your coaching examples — review them with the assigned agents and identify the queueing or routing issue.

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