Freshchat

# Freshchat Integration – Document360

Document360 integrates with Freshchat, a modern messaging software from Freshworks that enables real-time customer engagement via chat. By integrating Freshchat with your documentation site, you can provide contextual support and improve user satisfaction.

Prerequisites

Before configuring the integration:

• You need an active Freshchat account
• Retrieve your Freshchat App ID (available in your Freshchat dashboard)

How to Configure Freshchat in Document360

1. Log in to your Document360 project
2. Navigate to Settings → Integrations
3. Select Freshchat from the integration list
4. Enable the toggle switch
5. Enter your Freshchat App ID
6. Click Save

The Freshchat widget will now be embedded into your knowledge base.

Where the Chat Widget Appears

The Freshchat widget appears on:

• All public and private documentation pages
• Both desktop and mobile views

It usually loads in the bottom-right corner of the site.

Advanced Insertion Rules

Use Advanced Insertion Rules to control script injection behavior:

• Show chat widget only on selected articles or sections
• Delay the script loading after a few seconds
• Load asynchronously to optimize performance

Steps:

1. Navigate to Settings → Integrations → Freshchat
2. Enable Advanced Insertion Rules
3. Define page-level filters (e.g., path, language, version)
4. Choose insertion position and load delay if needed
5. Save your configuration

Disabling the Integration

To turn off Freshchat:

1. Go to Settings → Integrations → Freshchat
2. Toggle the Enable switch off
3. Click Save

This stops the chat widget from loading on your documentation site.

Best Practices

• Use Freshchat to guide users during onboarding or issue resolution
• Apply rules to limit the widget to high-intent pages
• Train your support team to handle documentation-related queries effectively

Summary

The Freshchat integration with Document360 enables direct, real-time communication with your users. With quick setup and advanced customization options, you can enhance support and engagement across your documentation portal.