Freshchat (Edge)

Configure Freshchat as a Source in your Pipeline

Perform the following steps to configure your Freshchat Source:

1. Click Pipelines in the Navigation Bar.

2. Click + Create Pipeline in the Pipelines List View.

3. On the Select Source Type page, select Freshchat.

4. On the Select Destination Type page, select the type of Destination you want to use.

5. In the Configure Source screen, specify the following:

   

   • Source Name: A unique name for your Source, not exceeding 255 characters. For example, Freshchat Source.

   • In the Connect to Freshchat section:

     • Freshchat Subdomain: The subdomain of your Freshchat account, without .freshchat.com. For example, acme-1a2b3c4d5e6f7a8b9c0d123456.

     • API Token: The API token that you copied from your Freshchat account.

6. Click Test & Continue to test the connection to your Freshchat Source. Once the test is successful, you can proceed to set up your Destination.

   When you click this button, Hevo checks that Freshchat accepts the API token by reading the configuration of your account.

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Data Replication

Hevo replicates data for all the objects selected on the Configure Objects page during Pipeline creation. By default, all supported objects and their available fields are selected. However, you can modify this selection while creating or editing the Pipeline. To ingest a child object, you must also select its parent object. For example, to ingest the Channel Tag object, you must also select the Channel object. The Data Model lists the child objects of each parent object.

In the first run of the Pipeline, Hevo ingests all the data available for the selected objects in your Freshchat account. In the subsequent runs, as per the sync frequency, Hevo ingests data as follows:

Hevo ingests the child objects of a parent object along with it.

Freshchat provides the data of the CSAT Report and Conversation Report objects as report exports. Freshchat allows one export of each report in a minute, for a period of up to one month, and only for the last 60 months. In the first run, Hevo ingests up to 59 months of data of these objects, the most recent first. In subsequent runs, Hevo ingests the data since the previous run.

Freshchat limits the number of API requests that your account can make in an hour, based on your plan. Read Rate limits. If Freshchat returns a rate limit error, Hevo waits and retries the request, or defers the object to the next run. To understand how Hevo handles such scenarios, read Handling Rate Limit Exceptions.

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Schema and Primary Keys

Hevo uses the following schema to upload the records in the Destination. For a detailed view of the objects, fields, and relationships, click the ERD.

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Data Model

The following is the list of tables (objects) that are created at the Destination when you run the Pipeline:

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