How to create a chatbot
Freshsales does not include a native chatbot builder. To create a chatbot you must use Freshchat, Freshworks' live messaging product, which includes Freddy AI Bot. This involves activating and configuring a separate application, integrating the widget on your website, and building conversation flows before you can respond to questions automatically.
How to do it in Teeo
“Create a website chatbot that answers frequently asked questions about pricing, services, and the buying process”
Your chatbot is created, configured, and active across all your communication channels.
How to create a chatbot in Freshsales: step by step
Requirements
- ·Freshsales has no native chatbot. Chatbots are created in Freshchat, a separate Freshworks product with its own pricing.
- ·The Freshchat Growth plan ($19/agent/month) or higher is required to access Freddy AI Bot with advanced conversation flows.
- ·The Freshchat widget on your website is managed from Freshchat, not from Freshsales.
- ·Leads captured by the chatbot can be synced with Freshsales if you configure the native integration between Freshchat and Freshsales.
- ·Initial Freshchat setup may require access to your website's source code to insert the widget script.
Activate Freshchat from Admin Center
In Freshsales, click the grid icon (Apps) in the top-left corner and select 'Admin Center'. Go to the 'Products' section and activate Freshchat if not enabled. Wait for the provisioning process to complete.
Access your Freshchat account
Click the grid icon again and select 'Freshchat' from the app list. The Freshchat dashboard will open in a new browser tab.
Set up the Freshchat web channel
In the Freshchat dashboard, go to 'Settings' (gear icon) > 'Web Widget'. Create a new web widget or configure the existing one. Assign a name (e.g., 'Main Website') and select enabled channels: Live Chat, Bot, etc.
Customize the widget appearance
In the widget settings section, adjust the brand color, initial greeting text ('Welcome Message'), widget icon, and interface language. Click 'Save' to save visual changes.
Go to the Bots section
In the left sidebar of Freshchat, click 'Bots'. If it's your first time, you'll see a welcome screen. Click 'Create Bot' or 'New Bot' to start building the chatbot.
Name the bot and select the type
In the creation form, type the bot name (e.g., 'Virtual Assistant'). Select the type: 'Freddy AI Bot' for an AI-powered bot or 'Flow Bot' for a manual decision-tree bot. Click 'Create'.
Create the FAQ flow — Pricing
In the flow builder, click '+ Add Flow'. Name the flow 'Pricing'. Add an opening message ('Do you have questions about our pricing?') and then add response nodes with pricing information. Connect the nodes in the correct order.
Create the FAQ flow — Services
Click '+ Add Flow' again. Name the flow 'Services'. Create conversation nodes with information about available services. Add quick reply options so visitors can select the service they're interested in.
Create the buying process flow
Add a third flow called 'Buying Process'. Include explanatory steps of the process, optionally request the visitor's name and email to capture them as a lead, and offer a link or button to continue to the purchase.
Configure the bot's main menu
In the bot's main flow or 'Welcome Message' section, create a menu with the three main options: '1. Pricing', '2. Services', '3. Buying Process'. Connect each option to the corresponding flow created in the previous steps.
Assign the bot to the web widget
Go to 'Settings' > 'Web Widget'. In the widget configuration, find the 'Bot' section and select the newly created bot from the dropdown menu. Save changes.
Get the widget code and install it on your site
In 'Settings' > 'Web Widget', copy the installation code (JavaScript snippet). Paste this script into your website's HTML, just before the closing </body> tag. If you use a CMS like WordPress, you can use a header/footer plugin to add it.
Test the chatbot on your site
Open your website in a browser. Verify that the Freshchat widget appears in the corner (usually bottom right). Click it, select each menu option, and confirm the flows respond correctly. Adjust flows in Freshchat if you find errors.
Frequently asked questions
Does Freshsales include a chatbot builder?
No. Freshsales does not include a chatbot builder. To create chatbots you need Freshchat, Freshworks' live messaging product, which is a separate application with its own pricing and admin panel.
What is Freddy AI Bot and how does it differ from a flow bot?
Freddy AI Bot is Freshworks' artificial intelligence chatbot; it learns from conversations and can answer open-ended questions using natural language understanding. A Flow Bot is a manual decision tree where you define every response and possible branch. Freddy AI Bot requires the Growth plan or higher for Freshchat.
Do leads captured by the Freshchat chatbot automatically appear in Freshsales?
Only if you configure the native integration between Freshchat and Freshsales. Once active, new contacts captured in Freshchat sync as leads or contacts in Freshsales. This integration is configured in Admin Settings > Integrations within each platform.