What are the features of Haptik and Freshchat integration?
Written by Soham Amburle
Updated on December 6th, 2021
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Live Agent Automation
- Haptik IVA will provide the first line of support for end-users across multiple channels supported by Haptik - Web, Android, iOS, Whatsapp, Facebook, etc.
- Haptik IVA can be configured to integrate with Freshchat Live Agent for escalation.
- Once configured, users chatting on any of the channels supported by Haptik IVA can have their conversations handed over to a Freshchat Live agent based on predefined actions or events during the IVA conversation.
- Freshchat agents can take over the conversation and continue the conversation with the user on the same Haptik IVA channel the user was already chatting on.
- The handover is performed using Freshchat APIs and you send the previous messages of the user's conversation with the bot so the agent can find out the issue of the user.
- Freshchat Live Agents will be able to use their familiar agent dashboard to engage with the user.
Advantages of Haptik and Freshchat Integration
There are two main advantages of this integration:
- Availability of powerful Freshchat features within Haptik’s IVA focused interfaces for Web, iOS, and Android.
- Haptik IVA users can remain on familiar interfaces. Freshchat live agents can remain on their familiar interface. No re-learning of new interfaces needed for either of them.
