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

# Freshchat overview

> Run Freshchat as the surface your agents work in while OpenCX answers, escalates, and keeps conversation status in sync.

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.

<Tip>
  Setup starts at [**Settings → Integrations**](https://platform.open.cx/settings/integrations) in your OpenCX dashboard.
</Tip>

## What you get

<AccordionGroup>
  <Accordion title="AI replies on your live Freshchat conversations" icon="robot">
    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. <Tooltip tip="OpenCX's feature that lets the AI answer customer questions end-to-end using grounded knowledge and your configured topics." cta="Autopilot topics" href="/handoff/topics">Autopilot</Tooltip> controls which topics the AI will answer versus escalate.
  </Accordion>

  <Accordion title="Handoff preserves the thread" icon="user-group">
    When the AI escalates, OpenCX routes the Freshchat conversation according to your configured handoff strategy and posts a private <Tooltip tip="OpenCX's decision point where the AI stops auto-replying and hands the conversation to a human rep." cta="Handoff settings" href="/handoff/introduction">handoff</Tooltip> 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 and replies on the same thread.
  </Accordion>

  <Accordion title="Two ways to route chats to the AI" icon="route">
    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.
  </Accordion>

  <Accordion title="Status stays in sync both ways" icon="rotate">
    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.
  </Accordion>
</AccordionGroup>

## 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.

<AccordionGroup>
  <Accordion title="Back-link to the Freshchat conversation from every session" icon="link">
    The OpenCX session stores the Freshchat conversation URL. Open the session from your [OpenCX Inbox](https://platform.open.cx/inbox) and jump straight to the exact Freshchat thread — no conversation-ID lookup required.
  </Accordion>

  <Accordion title="AI summary visible inside Freshchat" icon="note-sticky">
    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.
  </Accordion>

  <Accordion title="Identity mapping by email" icon="fingerprint">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="Connect Freshchat" icon="plug" href="/integrations/freshchat/connect">
    Generate an API token, paste your credentials, register the webhook in Freshchat.
  </Card>

  <Card title="Conversation flow" icon="diagram-project" href="/integrations/freshchat/conversations">
    How messages reach the AI, how handoff lands, how resolutions sync.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/freshchat/troubleshooting">
    AI not replying, handoff note missing, conversations not closing.
  </Card>

  <Card title="Human handoff" icon="user-group" href="/handoff/introduction">
    Global handoff rules and office hours.
  </Card>
</CardGroup>