You can handover the conversation from the bot to an agent on Freshchat. This also depends on the bot widget that you are using.


  • If you are using the Freddy Self-service bot widget, you can handover the conversation to a Freshchat agent.

  • Open the dialog where the handover should happen > Actions > Action type dropdown > Assign to an agent.


  • If you are using the Freshchat widget to deploy your bots, you can pick between handing over the conversation or directly resolving the conversation.

  • Open the dialog where the handover should happen > Actions > Action type dropdown > Freshchat actions.

  • Freshchat action dropdown > choose between Resolved or Assign to agent

  • You need to choose to assign the chat to a specific group on Freshchat. You can pick the respective group the Select group dropdown.


Please write to freshbots-support@freshworks.com if you have any more questions. We'll be happy to help you.