Freshchat integration for Dimension Labs
This brings in your Freshchat chats: what each customer wrote and what your agents and bots replied, with one session per interaction (from the first message until the chat is resolved). You run it on your side: a small script pulls the Chat-Transcript raw report from the Freshchat API and posts each message to the universal API.
- Platform
- Freshchat
- Type
- Chat, messaging and AI agents
- Connects by
- Universal API
- Setup
- 5 steps
- Guide checked
- 2026-10-26, against Freshchat's documentation
Every Freshchat message, in the same shape as everything else.
Each record lands in the Dimension Labs conversation format, so Dimensions, reports and the agent work the same way as for every other source.
message_parts text A JSON array in the CSV cell. Join the text.content of each part. Skip rows whose message_type is private (private notes) or system.
customer_id userId Freshchat's id for the customer who started the chat, on every message. Fall back to the sessionId.
actor_type incoming true when actor_type is USER. AGENT, BOT and SYSTEM are your side.
interaction_raw_id sessionId One interaction, from the first message until the chat is resolved. A reopened chat gets a new one. Prefix it, for example freshchat-....
conversation_id conversationId The whole conversation thread, across interactions.
created_time dimensionlabs_timestamp UTC. Convert with toMillis.
channel_name, message_source, actor_type platformJson channel_name is the topic, such as Billing or Sales.
5 steps. Then it runs on its own.
A small job on your side reads Freshchat through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Rate limits, per Freshchat: the hourly number of API calls depends on your plan. Read it from the X-RateLimit-Limit and X-RateLimit-Remaining response headers.
Open the full Freshchat guide ›- 01Get API access in Freshchat
- 02Pull new chats
- 03Map the fields
- 04Send it
- 05Run it
What you need
- A Freshchat admin, to generate an API key.
- Your Freshchat API key and account URL.
- Node's csv-parse package: npm install csv-parse. The report arrives as CSV.
- A Dimension Labs API key for a new Universal API source.
[03] What you can ask
Questions teams answer with Freshchat data.
- Where does the bot fail, and what does it cost?
- What do customers say right before they ask for a person?
- Which intents should be automated next?
Freshchat integration questions
Does Dimension Labs integrate with Freshchat?
Yes. A small job on your side reads Freshchat through its API and posts each message to the Dimension Labs universal API. The guide gives the steps, the field mapping and the code. The setup guide was checked against Freshchat's documentation on 2026-10-26.
What Freshchat data does Dimension Labs bring in?
This brings in your Freshchat chats: what each customer wrote and what your agents and bots replied, with one session per interaction (from the first message until the chat is resolved). You run it on your side: a small script pulls the Chat-Transcript raw report from the Freshchat API and posts each message to the universal API.
What do I need to connect Freshchat?
A Freshchat admin, to generate an API key. Your Freshchat API key and account URL. Node's csv-parse package: npm install csv-parse. The report arrives as CSV. A Dimension Labs API key for a new Universal API source.
How often does Freshchat data update?
Run the job once for history, then every 15 minutes. A live source is enriched automatically every day; history is enriched with a backfill.
Can I connect a platform that is not Freshchat?
Yes. Any platform with an API connects through the same universal API, and any tool with an export button works as a file upload. The integrations page lists the platforms with a written guide.
Stop reporting. Start understanding.
Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.