# Freshchat MCP

> Freshchat connects your agent workflows directly into your existing chat platform through Model Context Protocol (MCP). Use this tool to manage customer conversations across web, mobile, and social channels. Your agent can track active chats, fetch detailed user profiles by email, retrieve full message histories for auditing, and even post real-time updates without you leaving your primary workspace.

## Overview
- **Category:** customer-support
- **Price:** Free
- **Tags:** live-chat, messaging, customer-profiles, conversation-management, support-automation

## Description

This MCP lets your AI client interact with Freshchat, giving it the ability to handle customer messaging and support workflows automatically. It's built for sales teams and dedicated support staff who need a single source of truth about every interaction.

You can use your agent to see which chats are currently open or resolved, get deep details on any chat participant's profile, and look up full message logs instantly. You don't have to manually jump between tabs anymore. Need to follow up? Your agent can send a new message directly into an ongoing conversation. If you're building custom workflows, connecting through the Vinkius Marketplace makes it simple to bring all this data—from user records to active chat status—into any compatible AI client for immediate action.

## Tools

### check_account_status
Verifies the current configuration status of your Freshchat account.

### get_agent_profile
Retrieves detailed metadata and information about a specific support agent.

### get_conversation_details
Fetches comprehensive metadata describing an entire chat conversation.

### get_chat_user_details
Retrieves detailed profile information for any participant in a chat.

### list_support_agents
Provides a list of all available support agents and team members within the organization.

### list_chat_channels
Lists all configured messaging channels that your team uses for routing conversations.

### list_conversations
Retrieves a list of currently active chats and their general metadata.

### list_agent_groups
Lists the different agent groups or teams defined in your Freshchat setup.

### list_chat_messages
Fetches a chronological list of all messages exchanged within a specific chat conversation ID.

### list_chat_users
Lists all individual participants who have been involved in a given chat thread.

### search_chat_users
Searches the user database to find a specific Freshchat user using their email address.

### send_chat_message
Posts a new message into an existing chat conversation thread for immediate customer visibility.

## Prompt Examples

**Prompt:** 
```
List all open conversations in my Freshchat account.
```

**Response:** 
```
Retrieving chats... I found 4 open conversations, including one with 'John Doe' regarding 'Billing' and another with 'Sarah' about 'API Integration'.
```

**Prompt:** 
```
Find the Freshchat user with the email 'customer@example.com'.
```

**Response:** 
```
Searching users... I found a record for 'Alice Smith' (ID: user_abc123) associated with that email. She has 2 past conversations in your account.
```

**Prompt:** 
```
Send a message to conversation 'conv_987': 'I am looking into this for you'.
```

**Response:** 
```
Message sent! Your update has been successfully posted to conversation 'conv_987'. The customer will see your reply in their chat widget.
```

## Capabilities

### Monitor Chat Status and Details
List every open or resolved conversation, and retrieve detailed metadata about the conversations themselves.

### Locate User Information
Find customer profiles using an email address or check the status of agents on the support team.

### Review Communication History
Get a full transcript and history of messages for any specific conversation ID, ensuring you have complete audit trails.

### Send Real-Time Updates
Post new follow-up messages directly into an existing customer chat thread.

## Use Cases

### Handling VIP Customer Escalations
A CSM needs context on a high-value client. They ask their agent to find the user by email using search_chat_users. The agent confirms the ID and then uses get_chat_user_details to confirm their purchase history before escalating the issue.

### Closing Out an Old Ticket
A support lead is reviewing old tickets for billing issues. They ask the agent to list_conversations, identify a closed chat, and then use list_chat_messages on that conversation ID to pull out the full transcript needed for the final report.

### Post-Sale Follow Up
A sales engineer needs to follow up after a demo. They ask their agent to send_chat_message with an update, ensuring the customer sees the reply immediately in the active chat widget without manual intervention.

### Agent Handoff Verification
When handing off a ticket, the team needs background. They use get_conversation_details to pull all metadata and list_chat_users to confirm which department was involved, ensuring no critical details were missed.

## Benefits

- Instantly review conversations: Instead of opening the main dashboard to see open chats, your agent can call list_conversations to give you a real-time summary. This saves minutes on every single shift.
- Contextual user data: You don't need to guess who the person is. By calling get_chat_user_details, your agent pulls up full profile information right into your chat flow, giving immediate context for problem solving.
- Deep audit trail access: Need to prove when a message was sent? Use list_chat_messages to pull the complete history of any conversation ID. This is non-negotiable for compliance and reporting.
- Proactive messaging: Don't wait for the customer to reply. With send_chat_message, you can automatically post follow-up messages or status updates right into the chat thread using simple prompts.
- Team visibility: Get an immediate overview of who is available by listing support agents with list_support_agents. You know exactly who to assign a ticket to without checking multiple statuses.

## How It Works

The bottom line is, once connected, your AI client handles all the complex API calls so you can simply talk to your chat system.

1. Subscribe to this MCP on the Vinkius Marketplace and provide your Freshchat Region Domain and API Token.
2. Connect your AI client (like Cursor or Claude) to the configured MCP endpoint.
3. Instruct your agent with natural language commands; it will then execute tools like list_conversations or search_chat_users to get the data you need.

## Frequently Asked Questions

**How do I check if a chat conversation is active using Freshchat MCP?**
You use the list_conversations tool. This sends a list of all chats and their status metadata, letting you quickly filter for those that are currently open or resolved.

**Can I find a user's profile if I don't know their chat ID?**
Yes, use search_chat_users. You only need the customer's email address to run this tool and retrieve a dedicated record of their details.

**What is the difference between list_conversations and get_conversation_details?**
list_conversations gives you a summary view—a quick list of all chats. get_conversation_details pulls deep, specific metadata on one single chat conversation ID.

**How do I make sure the customer sees my follow-up message?**
Use send_chat_message. This tool posts a new update directly into the existing conversation thread, ensuring the customer receives your reply in their active chat widget.

**Can Freshchat MCP list all people who have been in a chat?**
Yes, running list_chat_users on a specific conversation ID provides a clear roster of every unique participant involved in that thread.