Fresh chat Guide

Owned by Annamaria Souri
Jan 14, 2021
3 min read

This guide will show you all you need to know about how to use Fresh chat as an agent.

Step 1

Activate your account and login

Once your Account Owner/Admin adds you to a Freshchat account, you will get an activation email from team Freshchat. You need to activate your account and setup a password.

Open the email and click Activate Account. You will be taken to the Freshworks account activation page. Here you can fill in your details, set a password, and activate your account.

Step 2

Setup your profile

Each Agent can personalize their Freshchat profile and control their notification preferences through their personal profile settings. 

Go to Admin > Profile Settings. 

Here you can upload a profile picture, add a bio, and link your social media handles. .

Step 3

The Freshchat Inbox

When you land on the Freshchat Inbox, you will be able to the list of messages in your queue pending replies (if any). Each message thread includes the username, the  Topic through which the chat was initiated, and how long it's been since the message came in so you can figure out who to reply first.

    • New conversations - are chats that haven’t been assigned to anyone in your team yet, 

    • Assigned to me - are chats that have been assigned to you, 

    • All assigned - displays the list of all chats assigned to other members in your team, 

    • Resolved - consists of all the chats that have been responded to and resolved by you and your team, and 

    • Bot conversations - include all chats that are currently being handled by the bots. 

  • To create a custom view, Click Add Custom View > fill in the details > click Save. 

Step 4

Compose your message

Freshchat comes with all the features of a modern text editor. When you compose your reply, you can format it, add hyperlinks, and even add rich media like emojis and images. 

  • Canned Responses shorten your response time while keeping your replies personalized.To create new Canned Responses, Go to Admin > Canned Responses > New Canned Response

    As an Agent you can create canned responses for your personal use and access those shared by your Admin. But you won’t be able to contribute to the shared repository.

Troubleshoot issues with screen sharing capability

At times might need more than just messaging to support your customers. For example, to troubleshoot an issue, you might require audio and screen sharing capability. You can do just that with Co-browsing.

You can request and get access to your customer’s screen and help them remotely. 

Step 5

Resolve conversations

Once you have solved a customer’s query, you can close the conversation by resolving it.

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