> ## Documentation Index
> Fetch the complete documentation index at: https://chatbase.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshchat Live Chat

> Hand over from your AI agent to live chat with a human agent in Freshchat

## Overview

The **Freshchat live chat** Action hands a conversation over from your AI agent to a human agent in Freshchat. The customer keeps chatting in the same window, and your team replies from Freshchat in real time.

> [card] Best for:
>
> Urgent or sensitive issues that need a person right away, such as billing disputes, account problems, or frustrated customers.

> [!NOTE]
>
> **Prerequisite:** Before using this Action, [connect Freshchat](https://chatbase.co/docs/user-guides/integrations/freshchat.md) under **Integrations**.

## How to create the Action

**1. Navigate to Actions**

Go to your [Chatbase dashboard](https://www.chatbase.co/dashboard/) and select your AI agent. Click **Build > Actions** in the left sidebar.

**2. Create the Action**

Click **Create Action**, then select **Freshchat live chat**. It's listed under the **Live chat** type.

**3. Configure general settings**

**Action name:** A unique, descriptive name for the Action.

**When to use:** Instructions for when the AI agent should hand the conversation over. For example: "Use when the customer asks to speak to a human, or when you can't resolve a billing or account issue."

**Satisfaction survey:** Check **Ask the user to rate the chat after the agent resolves it** to send a survey when the chat ends. It's off by default. See [Satisfaction survey](#satisfaction-survey).

![The Satisfaction survey setting in the Freshchat live chat Action](https://mintcdn.com/chatbase/RhXDeJ_ZWNmVyM8u/user-guides/chatbot/images/actions/freshchat-csat-setting.png?fit=max\&auto=format\&n=RhXDeJ_ZWNmVyM8u\&q=85\&s=44937f92e26554ba25505b9e012546b5)

To restrict the Action to [Procedure](https://chatbase.co/docs/user-guides/chatbot/procedures/procedures-overview.md) steps only, turn on [**Only use in Procedures**](https://chatbase.co/docs/user-guides/chatbot/actions/actions-overview.md#only-use-in-procedures). When it's on, the **When to use** field is hidden, because the AI agent no longer decides when to call the Action.

**4. Choose channels**

Use **Channels** to control where the Action is available, then click **Save**. Freshchat live chat works on **Chat Bubble**, **Help Page**, and **Center Stage** only. Any other channel is incompatible and can't be selected. See [Channels](https://chatbase.co/docs/user-guides/chatbot/actions/actions-overview.md#channels) for details.

**5. Enable and test**

Make sure the Action is toggled to **Enabled**. Then ask your AI agent to speak to a human, and confirm the conversation reaches a live agent in Freshchat.

## Satisfaction survey

When the survey is on and a Freshchat agent resolves the chat, the customer sees a short survey in the chat window:

1. **Was your issue resolved?** Yes or No.
2. If they answer Yes, they rate the experience from 1 to 5 stars.
3. They can add an optional comment, then click **Submit**.

![The satisfaction survey in the chat window](https://mintcdn.com/chatbase/RhXDeJ_ZWNmVyM8u/user-guides/chatbot/images/actions/freshchat-csat-survey.png?fit=max\&auto=format\&n=RhXDeJ_ZWNmVyM8u\&q=85\&s=7b94b9ec1ac0d7c20629d5a690b4b767)

The survey appears in the widget's language. Chatbase sends the answer to Freshchat, where it shows up in your CSAT reports and on the conversation.

![The survey answer on a resolved conversation in Freshchat](https://mintcdn.com/chatbase/RhXDeJ_ZWNmVyM8u/user-guides/chatbot/images/actions/freshchat-csat-report.png?fit=max\&auto=format\&n=RhXDeJ_ZWNmVyM8u\&q=85\&s=df829f8f8eb6b9e33d0d6260c91b5869)

In **Chat Logs**, the conversation shows **Satisfaction survey sent · No answer yet** until the customer answers, then **Satisfaction survey answered**. The rating and comment are stored in Freshchat, not in Chatbase.

> [!NOTE]
>
> If answers don't appear in Freshchat's CSAT reports, your API key may not allow it. Generate a new API key in Freshchat, then [reconnect the integration](https://chatbase.co/docs/user-guides/integrations/freshchat.md#how-to-connect-freshchat).

## Next steps

> [card] [Freshchat integration](https://chatbase.co/docs/user-guides/integrations/freshchat.md)
>
> Connect or manage your Freshchat account.

> [card] [Escalations](https://chatbase.co/docs/user-guides/chatbot/actions/escalate-to-human.md)
>
> Open a ticket instead when the issue doesn't need a live agent.


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