Importing data from Freshchat into AI agents - Advanced

AI agents - Advanced doesn't offer an integration to import historical data from Freshchat. Instead, you will have to import chat data using a particular script.

Here's how:

Export your data from Freshchat. You can read more details on how to do that here

When exporting, select the following fields:

Ticket ID

Source

Created time

Subject

Description (that will be the contents of the ticket/chat - you might need to select "Show multiline text fields" to see it)

Agent name

Full name

Reformat the .csv file as a .tsv in a way that fits our data format, as shown here

If you're importing data from a chat rather than from emails, please note that reformatting is a significantly larger task. This is because the entire chat transcript is exported as the ticket description and has to be split into individual messages.

As there is no standard script that can be used to complete the data reformatting, our recommendation would be to speak to your CSM to find a solution specifically for you.