We've introduced support for bots on the Freshchat SDK. Customers can integrate the SDK into their mobile apps, that will trigger self-service in their apps natively. Mobile SDK works like the Conversations widget. Once you deploy a bot flow/answers in the Conversations widget, the bot will also be available on the SDK. 

You can refer to this article to understand how to build a bot from scratch.


Once you build and deploy the bot flow in the bot builder, the SDK will work on the mobile app as configured. You can automate responses to reduce agent workload and ensure that agents are available to offer personalized help when needed.

Here is how bot actions will work with the SDK:

1. Dynamic Actions:

  1. Trigger API: You can trigger APIs to fetch, update, or post data remotely
    • Support for GET, PUT, POST, and DELETE APIs
  2. Trigger JS Function: Trigger any JS functions for your bot
    • If a business wants to give end-users an option to call support from within their website/app where they've deployed the bot, they can set up the flow to have a button that will trigger a JS function. The JS function will then trigger the call action on their mobiles or web apps.
  3. Set Property: Add or update attributes of conversations or user profile, so that the values can be used elsewhere in the conversation
    • If the bot asks the customer for the “type” of the issue they are facing, they can save the type on the conversation level. This value is displayed in the bot conversational log or used in APIs to push the value to another application, such as Freshdesk, where a ticket can be created where this "type" is stored as the ticket type.
  4. Transfer to Answers: Your bots can seamlessly transfer the conversation to the natural language module whenever required.

2. Agent handover

  1. Make available for assignment: Your bots can seamlessly transfer the conversation to the next available agent based on assignment rules.
  2. Assign to group: Your bots can seamlessly transfer the conversation to a specific group.

3. Conversation actions

  1. Start new conversation: This action will enable users to end the current conversation and start a new one. On executing the action, the Hello flow of the bot will get triggered.
  2.  Stop conversation: This action will end the current conversation but will not trigger a new conversation.
  3. Resolve conversation: This action will end the current conversation and resolve it.

4. Widget actions

  1.  Open URL: This will redirects the user to a different URL, allowing admins to specify the URL and a timeframe for the redirection
  2. Auto open chat widget: Opens the chat widget when the page loads. You can also set a time delay for the bot widget to wait before loading
  3. Event on Widget Open: Send a private message to the bot backend (visible as part of the conversation), letting admins/agents know if the widget was clicked on and opened by the customer.
  4. Add a delay in response: Adds a delay for a bot response. Admins can choose to set a timeframe after which the bot will resume. The maximum delay that admin can set up is three seconds.
  5. Hide widget: Hides the widget on the page. Admin can also choose to specify a time frame after which the widget will get hidden.
  6. Minimize widget: Minimizes an open widget and displays the bot icon on the page. Admins can specify a time duration after which the widget will get minimized.
  7. Send private customer message: Send a private message to the backend on behalf of the end-user which can be used to trigger other actions and internal flows.

5. Integrations

  1. Trigger Shopify Actions: This action can be used to trigger any configured Shopify actions. 

Here are a few real-life examples of how this will improve your SDK experience:

  • Set up auto-responses based on the customer’s input

  • Enable bots to be triggered at the appropriate time during a conversation

  • Integrate solution articles to be displayed when the customer posts a query

  • Display Yes/No buttons to receive customer feedback

  • Configure dropdown actions for customers to choose from

  • Set up custom responses, FAQs, etc

  • Trigger bots based on set Business Hours on the mobile app

  • Trigger campaign messages from the mobile app based on targeted campaigns set

  • Ensure that the chat is transferred to a live agent upon bot flow completion

  • Generate an OTP by having customers enter their phone numbers with the country code to process user information

  • Gather feedback from customers in the form of star ratings, configurable opinions, and comments

Points to consider:

If the Bot is responding with a delay in your mobile after successful integration, it can be due to the following reasons:

  • The Push notification isn't enabled or configured in the right format.
  • If you're using an outdated SDK version in your mobile app.