Connect Freshchat to Rig

    Sync your Freshchat conversations with every message, along with users, agents, groups, channels and roles, into Rig. Freshchat is a separate product from Freshdesk, so it uses its own domain and API token.

    Before you start

    • You need an admin login to Freshchat. An admin's token can read every conversation, whereas other roles see less.
    • Know your Freshchat domain, which is the first part of your Freshchat address. For acme.freshchat.com it is acme.

    Step 1: Generate a Freshchat API token

    1. Sign in to Freshchat as an admin and open Admin settings.
    2. Open API Tokens. On older accounts this page is called Website Tracking and APIs.
    3. Click Generate Token.
    4. Copy the token.

    Step 2: Connect it in Rig

    Adding a source needs a workspace owner, or a role with the Manage connections permission, on a workspace where you manage your own connections. If the Connectors tab says “Data ingestion for this workspace is managed by Rig”, ask an owner or Rig support to add the source.

    1. In Rig, open Connections, choose the Connectors tab and go to Sources & actions.
    2. Search for Freshchat, open the card and click Connect.
    3. Freshchat domain: enter the subdomain of your Freshchat address, such as acme. Pasting the full URL also works.
    4. API token: paste the token you generated.
    5. Click Continue. Rig checks the credentials and lists the streams it can reach, so choose the ones you want and click Connect.
    6. The source then syncs on its schedule, which is nightly unless you change it. To load data straight away, click Sync on its row; Test pulls a small sample first if you want to check the connection.

    What Rig pulls in

    Freshchat lands in its own freshchat schema in your warehouse:

    • Conversations: every conversation with its messages and message parts nested beneath it.
    • Users: the people who chat with you.
    • Reference data: agents, groups, channels and roles.

    Freshchat has no endpoint that lists conversations, so Rig reaches them through each user. Reference data is re-read in full each run, and anything that disappears is flagged as deleted.

    Good to know

    • The first load can take several nightly runs on a busy account. It makes tens of thousands of requests and resumes where it stopped, and every later run still re-reads users in time windows.
    • Freshchat sets its rate limit per hour by plan and does not publish it. Rig paces itself and retries when Freshchat answers with a 429.
    • Freshchat conversations are separate from Freshdesk tickets. Connect Freshdesk as well if you want both.
    • To disconnect Freshchat, click the bin icon on the source's row under Sources & actions. Only whoever connected the source or a workspace owner can do this, and data already synced stays in the warehouse.

    What people use this for

    • Understand what customers ask in chat
    • Measure agent and group workload
    • Profile who uses chat

    More ideas for using Freshchat

    Freshchat documentation

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