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Integrating SailPoint with Freshchat

Freshchat is a cloud-based customer messaging platform that enables organizations to engage with customers across web, mobile, and social channels. It provides tools for managing agents, roles, groups, conversations, and routing configurations. This document provides instructions to configure a new direct connection to a Freshchat source. For a reference to the terminology specific to SailPoint products, refer to Source and Connector Definitions.

Note

To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the SaaS Release Notes page.

Supported Features

The Freshchat connector supports the following:

Account Management

  • Aggregate Agents

Entitlement Management

  • Aggregate Roles
  • Aggregate Groups

Important

Quick Compliance connectors have the following manual aggregation limits within a 24-hour period:

  • Organization Admins: Limited to 3 manual account or entitlement aggregations per day per source. This limit is cumulative across all admins in the organization.
  • Regular Users: Limited to 1 manual account or entitlement aggregation per day per source.

These limits ensure that individual compliance statuses are kept up to date while maintaining continuous compliance monitoring. If you need to run additional aggregations beyond these limits, contact SailPoint Support.

Prerequisites

Ensure the following prerequisites are met before proceeding with the configuration:

  • You have access to a Freshchat account with administrative privileges.
  • Base URL - Use the Freshchat API base URL for your account. The default value is https://api.freshchat.com. Confirm the correct base URL for your region or account from your Freshchat administrator or from Admin settings.
  • API Token - Generate an API token from your Freshchat account. Go to Personal settings > APIs for freshchat (or Personal settings > API > API Tokens) and select Generate Token. Only account administrators can generate API tokens. Store the token securely after generation, as it grants access to account data.

Note

Role Entitlement Owner is treated as a managed entitlement.

Required Permissions

The API token used for the connector must be generated by a Freshchat account administrator. API tokens inherit the permissions of the agent who generated them. An administrator-generated token is required to read agents, roles, and groups across the full account.

The connector makes the following API calls:

  • GET /v2/agents - List all agents (accounts)
  • GET /v2/roles - List all roles (entitlements)
  • GET /v2/groups - List all groups (entitlements)

All requests use Bearer token authentication with the Accept: application/json header.

  • For more information, refer to Freshchat API documentation. !!! note The linked document is not maintained by SailPoint and is subject to change without notice.