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OpenCX works alongside your team inside Freshchat. The AI resolves what it can on the same live conversation your customer is already writing to, escalates cleanly when automation stops, and writes an AI-drafted private note on every handoff so your rep picks up with full context — no separate inbox, no copy-paste.
Setup starts at Settings → Integrations in your OpenCX dashboard.

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What you get

When a customer writes in through your Freshchat widget, OpenCX receives the message, matches it to an existing conversation or opens a new one, and the AI posts its reply in Freshchat as the agent you designate. To your customer, the AI and your team look like the same surface. controls which topics the AI will answer versus escalate.
When the AI escalates, OpenCX unassigns the Freshchat conversation and posts a private note containing the AI’s summary and detected sentiment. The note is visible to your reps in Freshchat only — the customer never sees it. Your rep reads the summary, picks up the chat from the unassigned queue, and replies on the same thread.
Pick whichever fits your routing rules — no middle ground:
  • Auto-handle all incoming chats — the AI claims every unassigned Freshchat conversation. Use this when the AI is the front door.
  • Assigned-only — the AI only answers conversations your Freshchat rules have already assigned to the default agent email. Use this when your existing routing decides which chats go to the AI.
When the AI auto-resolves, OpenCX sets the Freshchat conversation to resolved and posts a private resolution note with the summary and sentiment. When a rep closes or resolves the conversation in Freshchat, OpenCX closes the matching session as resolved. Your reporting keeps the same denominator on both sides.

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Observability

Every Freshchat conversation the AI touches is traceable from OpenCX back to the Freshchat thread — and back from Freshchat through the private note the AI wrote.
Every handoff and every AI resolution drops a private note into the Freshchat conversation. The note contains the AI summary, detected sentiment, and the reason the AI stopped auto-replying. Your reps read it in the Freshchat UI before they type a word.
OpenCX maps one contact per Freshchat user using the email your customer shared in Freshchat. If two Freshchat users share an email, OpenCX links the new conversation to the existing contact so your history stays on one record — expected behavior, not a merge bug.

Connect Freshchat

Generate an API token, paste your credentials, register the webhook in Freshchat.

Conversation flow

How messages reach the AI, how handoff lands, how resolutions sync.

Troubleshooting

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

Human handoff

Global handoff rules and office hours.