--- title: "How will you integrate Document360 and Freshdesk?" slug: "freshchat" description: "Connect Freshdesk on your Document360 knowledge base to deploy an AI-powered chatbox with accessible integration features" tags: ["Freshchat", "Integrations"] updated: 2026-07-20T07:32:21Z published: 2026-07-20T07:32:21Z canonical: "docs.document360.com/freshchat" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.document360.com/llms.txt > Use this file to discover all available pages before exploring further. # Freshchat Freshchat is a modern messaging platform designed for sales and customer engagement teams to communicate effectively with website visitors. It enables businesses to deploy AI-powered chatbots and supports integration with popular communication channels including WhatsApp, Apple Business Chat, Facebook Messenger, and LINE, providing a unified messaging experience across your website and mobile app. Key features of Freshchat include: - **One inbox:** consolidate messages from different communication platforms into a single inbox, making it easy to manage all conversations in one place. - **Self-Service with AI Bots:** empower customers with AI-driven chatbots to find answers independently, reducing response times and improving efficiency. ![Freshchat messaging interface showing live chat conversations in a unified inbox](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/002_Screenshot_Freshchat_Integration.png) --- ## Before you begin - You need a Freshchat account. - You need your **Freshchat Token**. See [How to find your Freshchat Token](/docs/freshchat#how-to-find-your-freshchat-token) below. --- ## Access your Freshchat Token The Freshchat Token is a unique code obtained from the Freshchat application. It is required to connect Freshchat with Document360. 1. Log in to your Freshchat dashboard. 2. Navigate to **Settings** > **Admin settings**. 3. Select the **Configuration and Workflows** section and scroll down to **Workflows**. 4. Select **Web Chat Settings** > **Integration Settings**. 5. Under the **Web messenger** section, find and copy the token. ![Freshchat Admin settings showing the Web messenger section with the integration token](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/2_ScreenGIF-Getting_token_from_freshdesk_for_Document360.gif) --- ## Integrate Freshchat with Document360 1. In the Document360 portal, navigate to **Connections** () > **Integrations** () in the left navigation bar. 2. Select **Freshchat** from the list of integrations and click **Add**. The **Add new integration** panel appears. 3. Add a **Description** and enter your Freshchat **Token**. NOTE The Freshchat Token is a unique code obtained from the Freshchat application. It is required to connect Freshchat with Document360 in the knowledge base portal. 1. Optionally, expand **Code inclusion/exclusion conditions** to control when the integration runs based on **IP address**, **Workspace**, or **Language**. 2. Click **Add**. ![Freshchat integration setup in Document360 showing the Add new integration panel with Token field](https://cdn.document360.io/860f9f88-412e-4570-8222-d5bf2f4b7dd1/Images/Documentation/Freshchat%20integration.gif.gif) After setup, open your Freshdesk account interface to view and reply to your users. --- ## Best practices - **Use One inbox to manage conversations across channels.** Once Freshchat is integrated, all messages from WhatsApp, Facebook Messenger, and other channels consolidate into a single inbox, making it easier for your team to respond without switching between platforms. - **Deploy AI bots to handle common knowledge base questions.** Configure Freshchat's AI bots to answer frequently asked questions automatically, reducing the number of conversations your team needs to handle manually. - **Use Code inclusion/exclusion conditions to limit where the widget appears.** If the Freshchat widget should only appear on specific workspaces or for certain languages, configure conditions to control where the integration script runs. - **Test the chat widget after integration.** Open your knowledge base site in a new browser tab and confirm the Freshchat widget loads and responds as expected before announcing it to your users. --- ## FAQ **What is the Freshchat Token?** The Freshchat Token is a unique identifier obtained from the Freshchat application. It is required to connect Freshchat with Document360. You can find it in Freshchat by going to **Settings** > **Admin settings** > **Configuration and Workflows** > **Workflows** > **Web Chat Settings** > **Integration Settings**, then copying the token from the **Web messenger** section. **What communication channels does Freshchat support?** Freshchat supports integration with WhatsApp, Apple Business Chat, Facebook Messenger, and LINE, in addition to direct website and mobile app chat. All messages from these channels consolidate into a single inbox. **What is the One inbox feature in Freshchat?** One inbox consolidates messages from all connected communication platforms (WhatsApp, Facebook Messenger, website chat, and others) into a single unified view. This makes it easier for your team to manage all customer conversations without switching between different tools. **Can I limit which workspaces or languages the Freshchat widget appears on?** Yes. When adding or editing the Freshchat integration, expand **Code inclusion/exclusion conditions** and add conditions based on IP address, Workspace, or Language. See [Code inclusion and exclusion conditions](https://docs.document360.com/docs/advanced-insertion-rules-in-integration) for full details. **Where do I view and reply to Freshchat conversations after integration?** After completing the integration, open your Freshdesk account interface to view and reply to conversations from your knowledge base visitors.