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After setup, every Freshchat conversation that matches your routing mode flows through OpenCX. The AI replies inline as your default agent, hands off when it can’t resolve, and closes conversations when it can.

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How a chat lands on the AI

The match step is the load-bearing one. OpenCX uses the Freshchat conversation ID to decide whether to append to an existing session or open a new one — the session back-links to the Freshchat thread so your reps can jump straight into Freshchat from the OpenCX Inbox.

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Routing modes

The Auto Handle All Incoming Chats toggle on the FreshChat integration settings picks which conversations the AI answers. See Connect Freshchat for setup.
  • Auto-handle all incoming chats — the AI claims every unassigned Freshchat conversation and replies.
  • Assigned-only — the AI only replies to conversations Freshchat has already assigned to the default agent email.

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When the AI hands off

1

The AI decides it cannot resolve

Handoff triggers follow your global handoff rules — topics not in the Autopilot allowlist, explicit customer asks for a human, confidence thresholds, office-hours rules.
2

OpenCX routes the Freshchat conversation

OpenCX applies your configured handoff strategy. The default unassign strategy sets the conversation back to new, removes the default agent, and keeps the current group so Freshchat routing or your reps’ unassigned queue can pick it up. Other strategies can mark the conversation for Freshchat automation, assign it directly to a configured human agent, or move it into a Freshchat support group. Group handoffs arrive with status new so IntelliAssign can still pick the agent within the group — see Connect Freshchat for strategy setup.
3

A private handoff note lands on the Freshchat conversation

OpenCX posts a private note containing the AI summary and detected sentiment. The note is Freshchat-internal — your customer never sees it.
Your rep reads the summary before typing. The note is the primary handoff-to-rep observability surface; there is no separate OpenCX link inside Freshchat today.
4

Your rep picks up the conversation

Your rep replies in Freshchat as normal. OpenCX marks the OpenCX session as handed off so the AI stops auto-replying. Rep replies from Freshchat are not ingested as new customer messages.

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When the AI resolves

1

The AI session auto-resolves

OpenCX’s auto-resolution logic closes the session when the conversation is complete — for example, after a successful answer with no further customer response.
2

OpenCX resolves the Freshchat conversation

The Freshchat conversation status moves to resolved and a private resolution note is posted with the summary and sentiment. Your reporting picks up the resolution on both sides.

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When a rep closes in Freshchat

When a rep resolves the conversation directly in Freshchat, the Conversation Resolution webhook event flows back to OpenCX and closes the matching session as resolved. If the conversation is later reopened in Freshchat, the Conversation Reopen event reopens the session. If these events are not subscribed in your Freshchat webhook, sessions drift out of sync — see Troubleshooting.

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Channel-specific details

OpenCX maps contacts by email. If two Freshchat users share the same email, the second conversation links to the first user’s contact in OpenCX — history stays on one record. This is by design to keep customer histories merged. If you need separate contacts, use distinct emails in Freshchat.
When a rep types in Freshchat after handoff, OpenCX records the reply on the session timeline — public replies as agent messages, private notes as internal comments — including any attachments. The reply is never treated as a new customer message, so the AI stays silent on handed-off conversations.
Inbound, images and files sent through Freshchat message parts land on the matching OpenCX session — from customers and from your reps — so the AI and your inbox see them alongside text. Outbound, when the AI’s answer contains an image, OpenCX renders it as a native inline image in Freshchat rather than a bare link.
If a Freshchat visitor starts anonymous and later shares an email, name, or phone, OpenCX backfills those details onto the contact. If another contact already owns that email, the session re-links to the existing contact so history stays on one record.
OpenCX tags each session with the Freshchat conversation’s channel and group names, so inbox filters and reports can segment by where the chat came from and which team owns it.
OpenCX does not truncate outbound messages before sending them to Freshchat. Freshchat itself may reject messages that exceed its per-message size limit without an error surfaced to you — keep replies within typical chat lengths.
Freshchat sometimes re-delivers the same webhook. OpenCX ignores repeated deliveries of the same message (content, attachments, and timestamp) for 24 hours, so retries do not produce double replies or duplicate sessions.

Troubleshooting

AI not replying, handoff note missing, conversations not closing.

Connect Freshchat

Re-verify credentials, webhook events, and routing mode.

Overview

What the Freshchat integration does and how it fits with your team.

Human handoff

Global handoff rules and office hours.