# "How to Connect FreshChat to On-Chat"

> "On-Chat integrates with FreshChat to bring all your customer conversations into one shared inbox, enabling your support team to respond faster with smart automation and routing."

URL: https://on-chat.live/guides/how-to-connect-freshchat-to-on-chat/
Last updated: 2026-11-14

## Introduction
FreshChat is a modern customer messaging platform by Freshworks that enables businesses to engage customers across web, mobile, email, and social channels from a unified inbox. By integrating FreshChat with On-Chat, support teams can consolidate conversations, apply intelligent routing, leverage automation, and deliver faster, more consistent support experiences across every channel their customers use.

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## Prerequisites
- An active FreshChat account (Freshworks account required)
- FreshChat API key with messaging permissions
- On-Chat account with admin access
- Understanding of your existing FreshChat inbox and channel configuration
- Webhook access enabled in your FreshChat account settings

## Step 1: Retrieve Your FreshChat API Credentials
Log in to your FreshChat dashboard and go to **Settings** → **API Settings**. Copy your **API Key** and note your FreshChat **Domain** (e.g., yourcompany.freshchat.com). These credentials are required to authenticate On-Chat's connection to your FreshChat account and enable two-way message syncing.

## Step 2: Create an API Inbox in On-Chat
In On-Chat, navigate to **Settings** → **Inboxes** → **New Inbox** and select the **API** channel type. Name the inbox (e.g., "FreshChat") and save. On-Chat will generate an **Inbox API Access Token** — copy this token as it will be used to route messages from FreshChat into On-Chat conversations.

## Step 3: Configure FreshChat Webhooks
In your FreshChat dashboard, go to **Settings** → **Integrations** → **Webhooks**. Create a new webhook pointing to your On-Chat API endpoint. Configure it to trigger on incoming messages and conversation events. This allows FreshChat to forward customer messages to On-Chat in real time for agent handling.

## Step 4: Map FreshChat Topics to On-Chat Inboxes
In FreshChat, conversations are organized by **Topics** (e.g., Sales, Support, Billing). For each topic you want to route into On-Chat, configure the webhook to include a topic identifier. In On-Chat, use automation rules to route messages from each topic to the appropriate team or agent based on the topic name or metadata.

## Step 5: Add Agents and Assign Routing Rules
In On-Chat, go to **Settings** → **Inboxes** → select your FreshChat inbox → **Collaborators**. Add agents who will handle FreshChat conversations. Set up automation rules in On-Chat to auto-assign conversations based on keywords, topic, or customer segment, ensuring no message goes unanswered.

## Step 6: Test the Full Message Flow
Send a test message from a FreshChat widget or mobile app. Verify it appears as a new conversation in On-Chat's FreshChat inbox. Have an agent reply from On-Chat and confirm the customer receives the response in FreshChat. Test routing rules, assignment logic, and notification settings before going live.

## Best Practices
- Use On-Chat canned responses to standardize replies to common FreshChat queries and reduce agent handle time
- Set up SLA automation in On-Chat to escalate unanswered FreshChat conversations after a defined response window
- Sync customer contact data between FreshChat and On-Chat to give agents full conversation history and context
- Regularly review FreshChat topic-to-inbox mappings to ensure new topics are routed to the right team in On-Chat

## Keep reading

- [How to Build a WhatsApp Chatbot Without Code](https://on-chat.live/guides/how-to-build-a-whatsapp-chatbot/): A step-by-step tutorial for building a dynamic WhatsApp chatbot in a visual flow builder, from your first message to live data and agent handoff.
- [Chatbot Flow Design: 12 Best Practices](https://on-chat.live/guides/chatbot-flow-design-best-practices/): Practical rules for designing chatbot conversation flows that customers finish: branching, fallbacks, personalisation, handoff and testing.
- [Make Your Chatbot Dynamic with Webhooks](https://on-chat.live/guides/dynamic-chatbot-webhooks/): Connect your chatbot flows to live data. Learn how webhooks, expressions and splits turn a scripted bot into one that answers with real information.