Picking up a chat
Support is about to reply to Priya Nair by email. Memtro finds her in Freshchat by email and reads her two recent conversations: one resolved about a login problem, one still open in the Billing group and assigned to Dan Fletcher.
Freshchat + Memtro
Ask what a customer has said on Freshchat, starting from their email or name.
Connect Freshchat with your account URL and an API key and Memtro finds a customer by email or name, then reads their conversations with status and agent, and the messages in each, with internal notes marked private. Phone numbers and custom user properties are never read. It reads on demand and there is no hourly sync. When you ask, and once an administrator has granted the action by name, it can reply to a customer, which cannot be unsent, leave private notes, resolve or assign conversations, start conversations and edit customers. Erasing a customer record is permanent.
In Memtro
What you can do with Freshchat in Memtro
Ask in plain English from chat, your editor, a scheduled job or your own agent. The model picks the right Freshchat tool, reads what it needs, and answers with the source cited.
What it does
- 01Customers found by email, name or when they were last updated, with created and updated times
- 02A customer's conversations with status, channel, assigned agent and group
- 03One conversation's messages oldest first, internal notes marked private, and agents and groups
- 04When asked and granted, replies to a customer in their chat channel as a named agent, which cannot be unsent, or leaves a private note only agents see
- 05When asked and granted, resolves, reopens, assigns or reprioritises a conversation, and starts one with a customer on a topic
- 06When asked and granted, creates a customer record, corrects a name, email or phone, or permanently erases a customer
Acts when asked
When you ask it to
These tools change something in Freshchat. The model is told to use them only when you ask for exactly that, and an administrator grants each one by name to the teams that may use it; a personal connection acts only after its owner allows it.
- 01Reply to a customer in a conversation, which they see, or leave a private note only agents see
- 02Resolve, reopen, assign, reassign or unassign a conversation, or change its priority
- 03Start a conversation with a customer on a topic
- 04Create a customer record
- 05Change a customer's email, name or phone
- 06Permanently delete a customer record (GDPR erase)
Events
When it happens
Turn events on in the connection's Events tab on the Connections page, then add the address it shows as a webhook in Freshchat, choosing the same kinds; the tab shows Freshchat's own steps. Each event can start a job, with the event as its input. Freshchat signs every delivery, and one whose signature does not check out is refused before it is read.
Events and webhooks- 01Message sent in a conversation
- 02Conversation assigned
- 03Conversation resolved
- 04Conversation reopened
In practice
Ask it like you would a colleague
Once Freshchat is connected, these are the kinds of things people ask. Plain questions, no syntax. If the answer lives partly in another system you have connected, Memtro looks there too.
Freshchat + MemtroWhat has Priya Nair asked us about on chat?
Which agent is handling Dan Fletcher's open conversation?
What did the Brightwave Ltd contact say in their last chat?
Reply to Priya Nair that her refund was issued this morning
Assign the Acme office manager's chat to the Billing group
Answering on chat
Dan Fletcher asks Memtro to tell the Brightwave Ltd office manager that the login fix is live. Memtro sends his approved reply in her open conversation as Dan, she sees it in her chat at once, and Memtro then resolves the conversation.
Teams
Where it fits
The teams that lean on Freshchat most, a question each of them asks, and what they connect beside it.
- SupportAnswer tickets with the whole company behind youAgent, Team lead, Escalation owner, Head of support“Which VIP conversations have been waiting more than a day?”Used alongside Help Scout, HubSpot, Postgres, Xero, Stripe and 8 more.
- ProductHear what customers actually ask forProduct manager, Researcher, Designer, Head of product“Which customers asked for SSO this quarter, and what is their combined ARR?”Used alongside Help Scout, HubSpot, Linear, Jira, Slack and 6 more.
- SalesWalk into every call briefedAccount executive, Account manager, Sales leader, Sales operations“Brief me on BigCo before the 3pm renewal call”Used alongside HubSpot, Help Scout, Xero, Gmail, Google Calendar and 6 more.
Better together
Works with
A record in Freshchat is rarely the whole story. Connect the systems that hold the rest and Memtro checks them together, then remembers what it learned so the next question starts further along.
- CRM and salesFreshchat with HubSpotContacts, companies, deals and tickets, with the rest of the company's memory attached.
- CRM and salesFreshchat with SalesforceAsk your CRM questions in plain English, down to the SOQL.
- CRM and salesFreshchat with Twenty CRMObjects, fields and records from the open-source CRM, and records it can create and change when you ask.
- Finance and commerceFreshchat with XeroInvoices, bills, contacts and reports, answered in plain English with figures cited to Xero.
- Finance and commerceFreshchat with StripeCustomers, charges, invoices and subscriptions through a restricted key.
- Finance and commerceFreshchat with FellohBookings, payments, refunds, chargebacks, supplier payments and payouts from the travel payments platform.
- Engineering and operationsFreshchat with GitHubIssues, pull requests, code and commits, searchable by anyone who can ask a question.
- Engineering and operationsFreshchat with AWS CloudWatchLogs, metrics and alarms from AWS, answered in plain English with the query that found them.
- Engineering and operationsFreshchat with SentryAsk what is breaking in production and get the stack trace, not a dashboard.
Also in Support
Using something else for the same job, or both? Each connector has its own tools; connect as many as you like.
- Help Scout
- Zendesk
- Intercom
Freshdesk- Front
- Zoho Desk
Gorgias- Jira Service Management
- Chatwoot
Crisp- Zammad
Groove
Plain
Freshservice
Kustomer- LiveChat
Dixa
HelpCrunch- Pylon
Custify
Atera- Survicate
Trengo
ConnectWise PSA- Deskpro
Enchant- Featurebase
Frill
Gladly
HaloPSA
HappyFox
Jitbit Helpdesk
Nicereply
Re:amaze
SolarWinds Service Desk
Stonly
Syncro
Tidio- HelpDesk
Teamwork Desk- UserVoice
Setup
How to connect
Connect withAccount URL and API key
- 1
Account URL is the address you sign in at, such as acme.freshchat.com. Inside the Freshsales Suite, it is Your chat URL under Settings → Admin Settings → Website Tracking and APIs → API Settings
- 2
An admin opens Freshchat → Admin → CONFIGURE → API Tokens (in the Suite, Your API Key on that API Settings page), generates a token and copies the API KEY value
- 3
In Memtro open Connections → Freshchat, paste the Account URL and API key, and connect. Tokens expire, so when the connection reports a 401, generate a new one and reconnect
- 4
Ask what Priya Nair has asked us about on chat
Also works from
Chat in the dashboard, the OpenAI-compatible API, scheduled jobs, and any MCP client: Claude Code, OpenCode, Cursor, Claude Desktop. The Freshchat tools are the same everywhere.
FAQ
Questions
Can Memtro change anything in Freshchat?+
Only when you ask, and only what it has been granted: reply to a customer in a conversation, which they see, or leave a private note only agents see; resolve, reopen, assign, reassign or unassign a conversation, or change its priority; start a conversation with a customer on a topic; create a customer record; change a customer's email, name or phone; permanently delete a customer record (GDPR erase). Every other tool reads, searches or lists. The Connections page labels the tools that act, an administrator grants each one by name to the teams that may use it, and a personal connection acts only after its owner allows it.
Who can use a Freshchat connection?+
A personal connection serves only your own requests. A shared connection serves the organisation: everyone, or only the teams an admin chooses. Admins can always add shared connections; other members need the permission.
Does Memtro store my Freshchat data?+
Credentials are encrypted at rest. Tool results are cached briefly so agent loops do not repeat identical calls, and the facts the model extracts are saved to your organisation's memory with provenance (system, record and link) so they can be checked and superseded.
How do I connect Freshchat?+
Account URL and API key. Account URL is the address you sign in at, such as acme.freshchat.com. Inside the Freshsales Suite, it is Your chat URL under Settings → Admin Settings → Website Tracking and APIs → API Settings.
Can Freshchat start a job?+
Yes. Turn events on in the connection's Events tab on the Connections page, then add the address it shows as a webhook in Freshchat, choosing the same kinds; the tab shows Freshchat's own steps. A job set to start "When an event arrives" then runs once for each matching event, with the event as its input. The run treats the event as outside data, never as instructions, and anything the run remembers is kept as unverified.
Connect Freshchat in a few minutes
Seven-day free trial, then one monthly price per organisation. Connectors, jobs and memory are never metered.