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Read and change how the AI works in Freshchat: the agent it acts as, which conversations it handles, where handed-off conversations go, and the custom property marked on handoff. Connecting Freshchat and changing the API token happen in Settings → Integrations; the token is never returned.

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Key Concepts

  • Not connected — reads answer 200 with connected: false; updates answer 404
  • Partial updates — omitted fields keep their value
  • Handoff routing — assign_to_agent needs a handoff_agent_email different from default_agent_email, and assign_to_group needs handoff_group_id, else 400
  • Pausing — set enabled: false to stop the AI without disconnecting

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Available Endpoints

Get settings

Read the AI agent, conversation intake, and handoff routing.

Update settings

Change the AI agent, conversation intake, or handoff routing, or pause the integration.

List groups

List the Freshchat groups, to pick the handoff group.