Freshchat Skill

Overview

Quick Install

curl -sSL https://canifi.com/skills/freshchat/install.sh | bash

cp -r skills/freshchat ~/.canifi/skills/

Setup

# First, ensure canifi-env is installed:
# curl -sSL https://canifi.com/install.sh | bash

canifi-env set FRESHCHAT_EMAIL "your-email@example.com"
canifi-env set FRESHCHAT_PASSWORD "your-password"
canifi-env set FRESHCHAT_DOMAIN "your-domain.freshchat.com"

Privacy & Authentication

Option 1: Manual Browser Login (Recommended)

1. Complete the Browser Automation Setup using CDP mode
2. Login to the service manually in the Playwright-controlled Chrome window
3. Claude will use your authenticated session without ever seeing your password

Option 2: Environment Variables

canifi-env set SERVICE_EMAIL "your-email"
canifi-env set SERVICE_PASSWORD "your-password"

Capabilities

• Handle live chat conversations
• Manage bot-to-human handoffs
• Access user profiles and history
• Use canned responses
• Create conversation topics
• Monitor team performance
• Set away status
• Send targeted campaigns

Usage Examples

Example 1: Handle Bot Handoff

User: "Take over the chat that the bot transferred"
Claude: I'll take that conversation.
- Navigate to Freshchat inbox
- Find bot-transferred conversation
- Accept handoff
- Review bot conversation history
- Continue assisting customer

Example 2: Use Canned Response

User: "Send the warranty info canned response"
Claude: I'll send that response.
- Open current conversation
- Access canned responses
- Select warranty information
- Insert into chat
- Send to customer

Example 3: Assign to Team

User: "Assign this chat to the billing team"
Claude: I'll reassign the conversation.
- Open current conversation
- Click assign option
- Select billing team
- Add handoff note
- Confirm assignment

Example 4: View User Journey

User: "Show me this customer's previous conversations"
Claude: I'll pull their history.
- Open customer profile
- Navigate to conversation history
- List previous interactions
- Summarize key issues
- Present timeline

Authentication Flow

1. Navigate to domain.freshchat.com via Playwright MCP
2. Enter email and password from canifi-env
3. Handle 2FA if enabled (notify user via iMessage)
4. Verify inbox access
5. Set online status if needed
6. Maintain session cookies

Error Handling

• Login Failed: Verify domain and credentials
• Session Expired: Re-authenticate automatically
• 2FA Required: iMessage for verification code
• Conversation Resolved: Cannot reopen resolved chats
• Team Not Found: List available teams
• Rate Limited: Implement message queue
• Bot Active: Wait for handoff or force takeover
• User Offline: Message will be delivered later

Self-Improvement Instructions

1. Document new inbox UI elements
2. Add support for new message types
3. Log successful handoff patterns
4. Update for bot integration changes

Notes

• Part of Freshworks suite
• Integrates with Freshdesk for tickets
• Bot flows defined in Freddy AI
• Campaigns require appropriate plan
• User properties affect segmentation
• In-app messaging differs from web
• Assignment rules affect routing