Hand off chats to Freshdesk with the full transcript

Create a Freshdesk ticket with the transcript and an AI-generated summary when a shopper asks for a person.

What is sent

Freshdesk tickets get the shopassist_ai tag.

Connect Freshdesk
In the dashboard, open Handoff and paste your Freshdesk domain and API key.
Choose when to hand off
On request, outside office hours or when the assistant cannot help.
Test it
Send a test handoff from the playground.

Helpdesk handoff: Growth and up

Conversations you hand off are sent to Freshdesk under your own agreement with Freshdesk.

Is an unverified email set as the requester?

No. Unverified emails are never set as the ticket requester and are clearly marked in the ticket.

Can I choose when conversations go to Freshdesk?

Yes. Hand off on request, outside office hours or when the assistant cannot help.