Support & Ticketing · Integration
Freshchat
Add Freshchat to your product for your customers, and give your AI agents governed access to it.
Embed a Freshchat integration so your customers can work their own live chat conversations from inside your product, reading history, replying, and routing without opening another tab. Chat volume is spiky and support teams notice latency immediately, so conversation updates arrive through event triggers rather than polling. fastn handles per-customer authorisation and API upkeep.
In your product
Embedded for your customers. Per-tenant auth, no per-customer code, maintained by fastn.
Let customers read their own Freshchat conversations and message history inside your product.
Post a reply into a conversation from your product so agents answer where the context already is.
Assign or reassign a conversation to an agent or group based on what your product knows.
Trigger your product when a new conversation starts or a visitor replies.
For your AI agents
Governed, audited access for the agents you build, through the MCP server.
An agent reads a conversation's full message history before drafting a reply.
An agent posts a reply or resolves a conversation within governed permissions, with the action attributed.
An agent reacts to an incoming message and gathers the account context a human will need.
Example prompt
Show open Freshchat conversations with no agent reply in the last two hours and summarise what each visitor asked.
Set up Freshchat in 4 steps
- 01Open the Freshchat connector from your fastn dashboard.
- 02Have each customer authenticate their own Freshchat account.
- 03Map the conversation and contact fields your product uses, then enable actions and triggers.
- 04Call them from your product, or expose them to an agent through the MCP server.
Why teams use the Freshchat integration
What you get by embedding it with fastn instead of building it yourself.
- Ship a Freshchat integration without building it. Your customers connect their own Freshchat account inside your product and work their conversations, customers and tags there, with no per-customer code on your side.
- Handle the part that actually costs time: support volume is spiky, and support teams notice latency immediately. fastn owns the auth, token refresh, rate limits, pagination and breaking-change fixes, so a Freshchat update is not your on-call problem.
- One integration serves your product and your agents. The same governed Freshchat connection powers in-product features and gives AI agents scoped, audited access, so you let support work your customers' queues without leaving your product without wiring it twice.
Used by these teams
Compare with
Intercom
Freshdesk
LiveChatOften used alongside
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Slack
NetSuiteFreshchat integration FAQ
How do I add a Freshchat integration to my product?
Enable the Freshchat connector in your fastn dashboard, then let each customer authenticate their own Freshchat account. fastn handles the OAuth flow, token storage and refresh per tenant, so there is no Freshchat client code in your app and no per-customer branch in your codebase. Setup is 4 steps.
Do my customers each connect their own Freshchat account?
Yes. Every connection is scoped to the individual customer, so each authorises their own Freshchat account and only ever sees their own conversations, customers and tags. That per-tenant isolation is the point of an embedded integration: you support the long tail of customer setups without maintaining an integration per customer.
Can AI agents use this Freshchat integration?
Yes. The same connection is exposed to your agents through the fastn MCP gateway, with permissions scoped per tenant and every call audited. An agent reads a conversation's full message history before drafting a reply.
Who maintains the Freshchat integration?
fastn does. When Freshchat changes an endpoint, deprecates a field or alters its auth, the fix lands in the connector rather than in your backlog, and your customers' connections keep working.
Can an agent resolve a Freshchat conversation end to end?
An agent can read the full history, post replies, change status and route within the permissions you grant it. Every action is attributed and audited, so you can show exactly what the agent did rather than inferring it.
Do I get notified the moment something changes in Freshchat?
Yes, through event triggers rather than polling, so your product reacts to a new or escalated conversation in near real time.
What can I build with the Freshchat integration?
A common starting point: read their own Freshchat conversations and message history inside your product. Teams also use it for the other use cases listed above, and expose it to agents for governed reads and writes.
How much does the Freshchat integration cost?
It is included. Pricing is based on connected accounts, not on how many connectors you enable, so adding Freshchat does not change your per-connector cost. You can start free with 3 connected accounts.
Add Freshchat to your product
Start free with 3 connected accounts. No sales call required, and no per-customer integration code.