The Snowflake Connector App integrates with Freshchat/CSS, providing agents and admins with data from your Snowflake Data Warehouse.

The app includes two components:

1. Ability to enrich contact and company information from/to Snowflake

2. Ability to push analytics reports from Freshchat/CSS into a Snowflake DB.

Installation

Installing the Snowflake App in Freshchat/CSS

To install the Snowflake Connector App on Freshchat/CSS, go to the Freshchat/CSS marketplace by navigating to Admin > Apps and search for ‘Snowflake Connector App’.

Once you click Install, you will be prompted to enter your Freshchat/CSS credentials

Connect your Freshchat/CSS Account

The details listed below can be found at Admin Settings > API settings > API Details for Chat’

1. Enter your Freshchat domain. Enter the URL in the format  ‘'yourcompany.freshchat.com'’

2. Enter the Freshchat API Key. 

3. Enter your CRM domain. Enter the URL in the format  ‘yourcompany.myfreshworks.com’

4. Enter your CRM API Key

Click 'install'. Once the app installation is complete, navigate to the full-page app on the left navigation bar.

Configuring data sync

To synchronize data between Snowflake and Freshchat/CSS, go to the 'Data sync' tab in the full-page app. This feature is powered by the 'Connector apps add-on'. For pricing information, refer to the section below.

1. Authenticate the Snowflake account you want to synchronize data with.

2. To connect Snowflake account you will need to follow the following steps:

   1. Enter your Snowflake Account Identifier. The account identifier will be of the format: <account_name>.snowflakecomputing.com

   2. Input your Warehouse name and Database name.

   3. Choose Authentication type as “Username/Password”

   4. Leave all the other fields blank and click on “Connect”

   5. Click on Proceed

3. You will find a tab for recipes. Recipes are workflows that dictate the flow and direction of data.

4. Choose the direction of data flow based on your requirements:

   1. One way - From Snowflake to Freshchat/CSS

   2. One way - From Freshchat/CSS to Snowflake

   3. Two-way - Between Freshchat/CSS and Snowflake

5. After choosing the direction, relevant recipes will appear. You can currently sync Contact and Account information between Snowflake and Freshchat/CSS.

6. If you have chosen direction as “From Freshchat/CSS to Snowflake” or “2 way between Freshchat/CSS and Snowflake” then you will also see recipes to push analytics data into Snowflake

7. Determine which fields you want to sync.

Snowflake to Freshchat/CSS:

Contacts:-

In your Snowflake account, create a field called ‘Freshchat/CSS Contact ID’ under your Contact table

1. Choose from which table the recipe should pick up changes and also choose the column it should look at to check for changes.
2. Navigate to Step 2 of the recipe. Map the Contact fields in Snowflake from Step 1 of the recipe to the Contact fields in Freshchat or Freshdesk Omni
   
3. Save and run the recipe

Freshchat or Freshdesk Omni to Snowflake:

Contacts

In your Snowflake account, create a field called ‘Freshchat/CSS Contact ID’ in the Contact table

1. Choose from when the recipe should pick up events. By default, this is set to 1 hour. You can choose a date further back but please note that the further you go back to get updates, the more tasks you will consume
2. Navigate to step 2 of the recipe. Map the Contact fields in Freshchat/CSS from Step 1 of the recipe to Contact fields in Snowflake.
3. Similarly In Step 4 of the recipe, map the Freshchat/CSS fields to Snowflake fields.
4. Save the recipe and turn it on. 

Pricing

The Connector app add-on is a paid add-on, priced at $80 per pack (1 pack = 5000 tasks). These tasks will align with your billing cycle. For example, tasks expire every month if you're on the monthly billing cycle or at the end of the year if you're on the annual plan.

To purchase the add-on, navigate to Admin > Plans and Billing. Then, select the number of Connector App Task Packs you wish to purchase. Please note that you will be able to purchase the add-on only once you have an active subscription on Freshchat/CSS

How are tasks calculated?

Every action block in the recipe constitutes a task. 

The below table shows the task consumption based on the entity and direction of sync.