Design customer support chatbot using our Canvas software and hand over conversations to Freshchat.
You can configure your chatbot in Twyla Canvas to hand over the conversation to the agents at any point in the dialogues. Twyla will establish a connection to your Freshchat and create a new conversation for your agents to respond to, while the bot takes a back seat letting the humans talk it out.
Twyla's Freshchat integration offers you following benefits:
1. Have your chatbot hand over conversations to your agents only when you feel it's necessary.
2. Capture information from your customers to pass on to the agents in Freshchat.
3. Customers can escalate from multiple channels, like web, Facebook Messenger, WhatsApp and others.
4. Chat sessions can be maintained for as long as the agent needs to resolve the customer query.
-- First let's go to your Freshchat integration configuration in Twyla Canvas --
Step 1. Sign up or log into Canvas at https://canvas.twyla.ai
Step 2. If you haven't already created a project, create one in your workspace
Step 3. Click the button with the three dots in the corner of your bot project card and select 'Settings'
Step 4. In the Settings page click "Human Escalations" from the left-hand menu and then click the switch for Freshchat.
-- You'll now be presented with a form that you need to fill out with information from your Freshchat settings, so go ahead and go to the settings page in Freshchat --
Step 1. First let's get your PUBLIC KEY. In your Freshchat settings page choose 'Webhooks'. You'll find this in the 'Configure' section of the Settings page. In the 'Webhook' field paste the following URL:
You'll need to provide an email address for failure notifications. Once you save you will see a 'PUBLIC KEY' that you can copy and paste into your Twyla settings.
Step 2. Let's get your APP ID. In the Settings page again, this time select the 'Mobile SDKs' option, which you'll find in the 'Setup' section. In there you'll find your APP ID. Copy that over to the corresponding field in your Twyla settings. You can ignore the 'APP KEY' in the Mobile SDKs page.
Step 3. Now for the API TOKEN. Back to the Settings page in Freshchat once again, select the 'API Tokens' option in the 'Configure' section. You'll need to generate a token, then copy the API KEY that you see after generating.
Step 4. Setting the DEFAULT CHANNEL NAME. We're nearly done. In your Freshchat Settings page once more, select 'Message Channels' from within the 'Confgure' section. You can either create a new channel just for your chatbot escalations or choose an existing one. Conversations handed over from the bot will appear in this channel. Go ahead and copy the name of the chosen channel into the Twyla settings.
Step 5. DEFAULT INITIAL MESSAGE. This is what the chatbot sends to your agents every time a conversation is started, in order to trigger a new conversation in Freshchat. You can set this to anything you want, the customer will not see it.
-- You're all done now. If you encounter any problems or would like to customise your integration, please get in touch with Twyla Support --