Importing data from Freshchat into AI agents - Advanced

What's my plan?

Add-on

AI agents - Advanced

AI agents - Advanced doesn't offer an integration to import historical data from Freshchat. Instead, you will have to import chat data using a particular script.

Here's how:

1. Export your data from Freshchat. You can read more details on how to do that here
   • When exporting, select the following fields:
     

     • Ticket ID

     • Source

     • Created time

     • Subject

     • Description (that will be the contents of the ticket/chat - you might need to select "Show multiline text fields" to see it)

     • Agent name

     • Full name
       
       

2. Reformat the .csv file as a .tsv in a way that fits our data format, as shown here 
   • If you're importing data from a chat rather than from emails, please note that reformatting is a significantly larger task. This is because the entire chat transcript is exported as the ticket description and has to be split into individual messages.
   • As there is no standard script that can be used to complete the data reformatting, our recommendation would be to speak to your CSM to find a solution specifically for you.