Resources · Make integration

Freshchat Make integrationAutomate Freshchat with Make.

What if your chat inbox updated the rest of your stack on its own? The Freshchat Make integration gives you 13 modules, including one instant trigger, to act on conversations, users and agents. This guide connects your account and walks you through a first working scenario.

Try the Freshchat integration on MakeSee the 13 modules

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What you can automate

What can the Freshchat Make integration automate?

The Freshchat Make integration links your Freshchat account to Make, a visual tool where you build a scenario: an automation made of modules, each module being one brick such as a trigger, an action or a search. Freshchat events can start a scenario, and Make can create conversations, send replies or read agents and reports for you.

Support history kept outside the chat. Watch Events fires the moment a conversation is resolved or reassigned. Add Get a Conversation to read its details, then write a row in your tracking base, for instance with the Airtable Make integration.

Leads that land straight in the inbox. When a contact form in another app receives a request, Create a User registers the person in Freshchat and Create a Conversation opens the thread, so an agent sees it without copying anything.

Team visibility for managers. List Agents, List Groups and List Channels return the structure of your Freshchat setup, and Get a Report fetches a CSV report that the next modules can pass along.

The official documentation lists 13 modules and no numbered limit. When you need an endpoint the list does not cover, Make an API Call reuses the same connection. The same app often has an n8n node too; the n8n vs Make comparison lays out the criteria, and the Make training helps if you want to go further on your own.

Connect

How do you connect Freshchat to Make?

  1. 01

    Add a Freshchat module

    In your scenario, click the +, search for Freshchat and pick any module. The connection, meaning your Freshchat account linked to Make once, is set up from this first module and reused by all the others.

  2. 02

    Create the connection

    Click Create a connection and give it a name if you like, such as the workspace it belongs to. A clear name helps later when several accounts sit side by side in the same Make organization.

  3. 03

    Authorize and save

    Authorize Make on the Freshchat page that opens, or paste the key Freshchat gives you, depending on what Make asks for. Then click Save: the module is ready to be filled in.

First scenario

Your first scenario: turn a web lead into a Freshchat conversation

GoalWhen a new request comes in from another app, Make registers the person in Freshchat and opens a conversation for your team.

  1. 01

    Create the scenario

    From the Scenarios page, create a new scenario and click the + to add the first module: the trigger of the app where your requests arrive, such as your form tool.

  2. 02

    Add Create a User

    Click the + on the right, search Freshchat and pick Create a User. Link your account with Create a connection, then map the contact details the first module received.

  3. 03

    Open the conversation

    Add Create a Conversation after it. Map the user returned by the previous module and the message from the form, so the agent reads the request in the thread.

  4. 04

    Test with Run once

    Submit a test request, then click Run once. Open each module to read the bundles it received, a bundle being one item passed along, here one person and one message.

  5. 05

    Schedule and switch on

    Set the schedule on the first module (every 15 minutes by default) and switch the scenario on. Each module run on a bundle counts as one operation on your Make plan.

Triggers

What starts a Freshchat scenario

1 module starts a scenario when something happens in Freshchat. A scheduled trigger is checked by Make on the scenario's schedule; an instant one is called by Freshchat as soon as it happens.

Freshchat1Watch Events

Watch Events

Instant trigger

In Make“Triggers when a following event has occured (message creation & conversation reopen, assignment and resolution).”

Watch Events starts your scenario when something moves in a conversation: a new message, a conversation reopened, an assignment or a resolution. Make receives the details straight away, ready for the next module.

How it fires
instant, Freshchat calls Make through a webhook as soon as it happens, which is why the module shows a lightning badge in the editor.
When to use it
to log every resolved conversation in a tracking sheet, or to warn a manager in another tool when a chat gets reassigned.
Watch out
if a later module sends a message into the same conversation, that new message can fire the trigger again, so keep the reply step out of scenarios that listen to messages.
Modules

What Make can do in Freshchat

Freshchat gives you 12 modules. For each one: what it does for you, when to reach for it, and what to watch out for.

Freshchat1

Create a Conversation

Action

In Make“Creates a conversation object with bulk messages based on the specified conversation information.”

Opens a new Freshchat conversation and can load several messages into it at once, so the agent sees the whole request in one place instead of scattered notes.

When to use it
when a request arrives outside the chat, from a form or an email, and you want it handled in the same inbox as live chats.
Watch out
run Create a User just before it when the person is new to Freshchat, and map the user it returns.
Freshchat2

Create a User

Action

In Make“Creates a new user.”

Adds a new person to your Freshchat contacts, which gives your agents a known name instead of an anonymous visitor when the conversation starts.

When to use it
as the first Freshchat step when a lead or a customer comes from another tool, before any conversation is opened for them.
Watch out
the documentation says nothing about duplicate checks, so test with Run once on a fake contact before you switch the scenario on.
Freshchat3

Get a Conversation

Action

In Make“Gets the metadata of a specified conversation.”

Reads the details of one conversation you already know, so the following modules can reuse its information without asking the agent for it.

When to use it
right after Watch Events, to enrich the event with the conversation data before you log it or pass it to another app.
Watch out
it needs the identifier of the conversation, which you map from an earlier module rather than typing it by hand.
Freshchat4

Get an Agent

Action

In Make“Gets the metadata of a specified agent.”

Fetches the details of one agent, so a scenario can tell who is behind an assignment and address the right person in a notification or a report.

When to use it
after an assignment event, to put the agent's name on the ticket you create in your project tool.
Watch out
it reads a single agent; to go through the whole team, List Agents is the better choice.
Freshchat5

Get a Report

Action

In Make“Gets a report of csv file by links.”

Retrieves a Freshchat report in CSV, so your support figures reach the people who need them without anyone exporting them by hand.

When to use it
when a manager asks for the report in a shared drive or an email and you want the file to travel on its own.
Watch out
the documentation says the report comes as CSV through links; click Run once to see what arrives before you choose the next module.
Freshchat6

Make an API Call

Action

In Make“Performs an arbitrary authorized API call.”

Sends any request to the Freshchat API through the connection you already set up, which covers what the twelve other modules leave out.

When to use it
when you need an action the list does not offer and the Freshchat API documentation shows the endpoint for it.
Watch out
this module expects you to know the endpoint and the request format yourself; nothing is prefilled the way it is in the other modules.
Freshchat7

Send a Message to a Conversation

Action

In Make“Sends a reply message to a conversation.”

Posts a reply inside an existing conversation, so a customer gets an answer or an update without an agent typing it.

When to use it
to confirm that an order or a request has moved forward in another system, directly in the thread the customer already follows.
Watch out
in a scenario started by Watch Events on new messages, this reply creates a new message too and can restart the loop.
Freshchat8

Update a Conversation Status

Action

In Make“Updates an existing conversation status.”

Changes the status of a conversation that already exists, which keeps your inbox tidy when the work is actually finished somewhere else.

When to use it
when a ticket gets closed in your helpdesk or your project tool and the matching chat should follow.
Watch out
map the right conversation identifier, because a wrong one changes the status of someone else's chat.
Freshchat9

Update an Agent

Action

In Make“Updates an existing agent.”

Edits the record of an agent who already exists in Freshchat, so team changes decided elsewhere reach the chat tool without a manual update.

When to use it
when your HR or planning tool is the reference for the team and Freshchat should reflect it.
Watch out
run Get an Agent or List Agents first to be sure you are editing the right person.
Freshchat10

List Agents

Search

In Make“Retrieves a list of all agents configured by the business that uses Freshchat.”

Returns every agent in your Freshchat account as one bundle per person, which is what you need when the scenario has to go through the whole team, not just one name.

When to use it
to build a team directory in a spreadsheet, or to check who exists before assigning or updating someone.
Watch out
as a search, it can return zero, one or many bundles, and each following module then runs once per agent.
Freshchat11

List Channels

Search

In Make“Retrieves a list of all channels configured by the business that uses Freshchat.”

Gives you the channels set up in Freshchat, so you see every door your customers can use to reach you.

When to use it
to keep an up-to-date list of your channels in a sheet, or to check what exists before you build a scenario around one.
Watch out
a search can return several bundles, so check with Run once how many channels come back before you map one.
Freshchat12

List Groups

Search

In Make“Retrieves a list of all groups configured by the business that uses Freshchat.”

Pulls the list of agent groups in your Freshchat account, so a scenario can reason in teams rather than in single names.

When to use it
when your support is split by language or by product and you want that structure mirrored in a sheet or another tool.
Watch out
the module lists groups only; to see who belongs to them, combine it with List Agents.
Need help

Need help automating Freshchat with Make?

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FAQ

Freshchat and Make: common questions

01Is the Freshchat Make integration free?
Yes, Freshchat is a standard app, available from the Free plan of Make. The Free plan allows 2 active scenarios, a minimum of 15 minutes between two scheduled runs, 5 minutes of execution at most, files up to 5 MB and 512 MB of data transfer. Paid plans (Core, Pro, Teams and Enterprise) lower the interval to 1 minute, remove the cap on active scenarios and count usage in credits, meaning operations, each month. Your Freshchat subscription itself is a separate matter.
02What do you need to connect Freshchat to Make?
A Freshchat account and a few clicks. The Make documentation lists no specific prerequisite for this app. You add any Freshchat module, click Create a connection, optionally name it, authorize Make on the Freshchat page or paste the key Freshchat provides, then click Save. That connection is stored once and every Freshchat module in your scenarios reuses it, so there is nothing to repeat when you add a second or third module.
03Does the Freshchat Make integration trigger in real time?
Yes. Watch Events is an instant trigger: Freshchat calls Make through a webhook as soon as a message is created, a conversation is reopened, assigned or resolved. The scenario starts without waiting for a schedule. The 15 minute default only applies to scenarios whose first module is scheduled, for example when you start from another app and then act on Freshchat. On the Free plan that interval cannot go below 15 minutes; paid plans allow 1 minute.
04What if a Freshchat module is missing in Make?
Use Make an API Call. It sends a request to any endpoint of the Freshchat API with the connection you already have, so you are not limited to the 13 listed modules. You will need to read the Freshchat API documentation to know which endpoint and which format to use. The Make documentation gives no numbered limit for this app. If you are stuck, the Make troubleshooting guides and the team can help.
05Should you pick Make or n8n for Freshchat?
It depends on your criteria rather than on the app. Make offers 13 Freshchat modules, including an instant trigger, and a visual editor where each module shows as a bubble you connect. The same app often has an n8n node as well, so check what each tool offers for the modules you need, then weigh how you prefer to build and run your automations. The n8n vs Make comparison linked above sets out the differences without ranking one over the other.
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