Activating your AI Agent in Freshdesk & Freschat

Now that Freshdesk and/or Freschat is connected, you need to route tickets to the AI team and configure your Engaige Agent to pick them up, either in Autonomous or Agent Assist mode.

Step 1: Configure Freshdesk Conversation Assignment

You will need to refer to Freshdesk's Help Center articles to be able to create the correct Conversation Assignment rule. As this rules depend on your Freshdesk plan, the article will help you.

Step 1.2: Configure Triggers in Engaige

Create a rule that sets the conditions to when a ticket is assigned to the group you want the AI Agent to be active in.

Now that tickets are landing in the right team, you must tell your specific Engaige AI Agent to listen to that team.

1. Go to AI Agents in Engaige and click on your existing Agent.

2. Click on the Triggers tab.

3. At Support Queue, select the team you used in the rule above (e.g., Engaige Agent Team).

   • This tells the AI: "Watch this team. When a ticket arrives here, answer it."

4. Click Save.

Step 1.2: Configure Handover Settings for Autonomous agent

If the autonomous AI agent cannot answer a question (e.g., no policy matches), it needs to know where to send the ticket for a human to review.

1. In the same Agent screen, click on the Handover tab.

2. Under "Handover Team", select the specific Freshchat team where human agents work (e.g., Support Team or CS General).

3. Click Save.

Success! Your integration is live. New tickets matching your rule will move to the AI team, the Agent will process them, and if it gets stuck, it will move them to your Handover team.

Step 2: Configure Freshchat Conversation Assignment

To make sure chats are routed to the Engaige AI, you must configure assignment rules.

2.1 Go to Assignment Rules

1. Open Freshchat.

2. Go to Admin Settings.

3. Navigate to Conversation Assignment Rules.

2.2 Create or Edit an Assignment Rule

1. Click Create Rule (or edit an existing rule).

2. Set a condition such as:

• When a message comes from:

  • A specific chat widget, or

  • A specific channel

3. Set the action:

• Assign conversation to a specific group

This group should be the group where Engaige is active.

Example:

If chat comes from Website Widget
→ Assign to Engaige Support Group

4. Save the rule.

Step 2.3: Configure Triggers in Engaige

Now that tickets are landing in the right team, you must tell your specific Engaige AI Agent to listen to that team.

1. Go to AI Agents in Engaige and click on your existing Agent.

2. Click on the Triggers tab.

3. At Support Queue, select the team you used in the rule above (e.g., Engaige Agent Team).

   • This tells the AI: "Watch this team. When a ticket arrives here, answer it."

4. Click Save.

Step 2.4: Configure Handover Settings for Autonomous agent

If the autonomous AI agent cannot answer a question (e.g., no policy matches), it needs to know where to send the ticket for a human to review.

1. In the same Agent screen, click on the Handover tab.

2. Under "Handover Team", select the specific Freshchat team where human agents work (e.g., Support Team or CS General).

3. Click Save.

Success! Your Freshchat integration is live. New tickets matching your rule will move to the AI team, the Agent will process them, and if it gets stuck, it will move them to your Handover team.