--- title: Freshchat API Integration on Truto slug: freshchat category: Helpdesk canonical: "https://truto.one/integrations/detail/freshchat/" --- # Freshchat API Integration on Truto **Category:** Helpdesk **Status:** Generally available ## Unified APIs ### Unified User Directory API - **Groups** — Groups are a collection of users in the source application. In some applications, they might also be called Teams. - **Roles** — The Role object represents a role of a User. - **Users** — The User object represents a User. ### Unified Ticketing API - **Users** — Users represent the people using the underlying ticketing system. They are usually called agents, team members, admins, etc. ## How it works 1. **Link your customer's Freshchat account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach Freshchat.** The Proxy API is a 1-to-1 mapping of the Freshchat API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Power AI-driven customer service copilots with live agent context** — If you're building an AI platform that automates customer support, your users need you to connect with their Freshchat instance. Use Truto to sync contacts, identify agents, and route escalations — so your AI can resolve queries and hand off to the right human when needed. - **Enrich CRM profiles with messaging context** — Sales and marketing CRMs can offer their customers a native Freshchat integration to automatically map chat contacts to CRM leads. This ensures sales reps always see the latest support interactions before engaging a prospect. - **Build support QA and agent coaching dashboards** — Workforce management and QA platforms can sync agent rosters and team structures from Freshchat to run performance analytics. Pulling agent identities and group assignments lets you build coaching dashboards without your customers manually exporting data. - **Automate user and agent provisioning across helpdesk tools** — If your product manages employee onboarding or identity across SaaS tools, integrating with Freshchat lets you provision and deprovision agents and sync group memberships programmatically — keeping your customers' support org in sync with their source of truth. - **Centralize multi-channel support data for analytics platforms** — Analytics and BI products can pull user, agent, and team data from Freshchat alongside other helpdesk tools through Truto's unified models, giving their customers a single pane of glass over their support operations without building bespoke connectors. ## What you can build - **Unified agent roster sync** — Automatically sync Freshchat agents into your product using the Unified Ticketing API (Users), keeping your internal agent directory up to date without manual CSV imports. - **Cross-platform team and group mapping** — Pull Freshchat teams and collections via the Unified User Directory API (Groups) to map support groups to your product's internal team structure for routing, analytics, or access control. - **Contact directory synchronization** — Keep your product's contact database aligned with Freshchat's customer contacts using the Unified User Directory API (Users), so downstream workflows always reference the latest customer identity data. - **Role-based access auditing** — Sync Freshchat permission roles via the Unified User Directory API (Roles) to surface who has admin, supervisor, or agent-level access — useful for compliance dashboards and security reviews. - **Agent-to-team performance aggregation** — Combine agent data from the Unified Ticketing API with group data from the Unified User Directory API to build team-level performance views, enabling managers to benchmark groups like 'Billing Support' vs. 'Tier 2 Technical'. ## FAQs ### What authentication method does the Freshchat integration use? Freshchat's API supports API key-based authentication (Bearer token). When your end users connect their Freshchat account through Truto, they provide their API credentials and Truto handles token management and secure storage. ### What Unified APIs are available for Freshchat today? Freshchat currently maps to the Unified User Directory API (supporting Groups, Roles, and Users) and the Unified Ticketing API (supporting Users, which maps to Freshchat Agents). No additional tools are available yet, but custom tools can be built on request. ### What's the difference between Users in the User Directory API and Users in the Ticketing API for Freshchat? In the Unified User Directory API, Users maps to Freshchat Contacts — the end-customers engaging in chat. In the Unified Ticketing API, Users maps to Freshchat Agents — the internal employees who respond to messages. ### Can I access conversation or message data through Truto's Freshchat integration? Conversation and message retrieval are not currently covered by the available Unified APIs. However, Truto can build custom tools on request to interact with Freshchat's conversation and messaging endpoints if your use case requires it. ### Does Truto handle Freshchat's API rate limits and pagination? Yes. Truto abstracts away Freshchat's API-specific pagination and rate limiting behavior, so your application receives consistent, paginated responses without needing to implement retry logic or cursor management. ### Can I request additional Freshchat API capabilities beyond what's currently supported? Absolutely. Truto builds tools on request. If you need access to conversations, messages, proactive campaigns, or webhook subscriptions, you can request a custom tool and Truto will scope and build it for your use case.