# Freshchat

**Summary:** Connect Freshchat to Unless so conversations feed Living Knowledge, the Team Assistant answers on top of Freshchat, and live chats hand off with full context.

**In short:** Feed your Freshchat conversations into Living Knowledge, answer on top of Freshchat, and hand off live chats.

**Published:** 2025-01-15

**Last updated:** 2026-06-10

## Context
Freshchat is the conversational messaging and live chat product from Freshworks. It is used by support, sales, and marketing teams, and is known for omnichannel messaging across web, in-app, WhatsApp, and social, with a unified agent inbox.

With Unless, your Freshchat conversations feed Living Knowledge, so the agent learns from past chats. The Team Assistant works on top of Freshchat, answering directly from Living Knowledge and a search of related conversations. And when a conversation needs a person, it hands off to your Freshchat agents with full context.

This is where Living Knowledge differs from a built-in help center: it combines and deduplicates everything you connect, from documents and tickets to websites and merge requests, into one holistic, always-current Help Center, instead of a view limited to a single tool.

### Key benefits
- __Team Assistant on top of Freshchat:__ Your team answers inside Freshchat, drawing on Living Knowledge and related conversations, without switching tools.
- __Handoff with full context:__ When a person is needed, the live conversation passes to your Freshchat agents with the whole history attached.

### How does it work?
Unless pulls conversations from Freshchat into Living Knowledge, the Team Assistant answers on top of Freshchat using Living Knowledge and related conversations, and live chats hand off to your agents when the AI reaches its limit.

## Install instructions
Once at the [Integrations tab](https://unless.com/en/dashboard/data-management/integrations/kb/freshchat "Unless dashboard integrations") of your Unless dashboard, you can select “Configure” for the Freshchat integration. This will open a popup where you can connect your Freshchat account and set up the integration. Contact your account manager to enable the live chat in the AI component.