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Freshchat

This guide explains how to connect your Freshchat WhatsApp account with Sortment to send WhatsApp campaigns and track message delivery statuses.

Prerequisites

Before starting the integration, ensure the following are already set up in your Freshchat account:

  • An active WhatsApp business number

  • WhatsApp message templates created and approved

  • Access to Freshchat API credentials

  • Access to Meta WhatsApp Manager for namespace information

Step 1: Find the Provider

  1. Log in to your Sortment dashboard

  2. Navigate to: Settings → Sender Profiles

  3. Open the WhatsApp section

  4. Click on Add Integration

  5. Select Freshchat as the provider

Step 2: Configure the Integration

In the integration pop-up, fill in the following fields:

Custom Name

Provide a name to help you easily identify this Freshchat WhatsApp sender within Sortment (Example: “Freshchat – WhatsApp Prod”)

Freshchat Domain

  1. Log in to your Freshchat account

  2. Navigate to Settings → Admin Settings

  3. Scroll to Website Tracking and APIs

  4. Click on API Settings

  5. Complete the CAPTCHA to view credentials

  6. Copy the value from Your Chat URL and paste it into the Freshchat Domain field in Sortment

Namespace

  1. Log in to Meta Business Manager

  2. Go to Settings → WhatsApp Accounts

  3. Select the relevant WhatsApp account

  4. Click WhatsApp Manager

  5. Under Account Tools, click Message Templates

  6. Click the Namespace button next to the filters

  7. Copy the namespace and paste it into the Namespace field in Sortment

From Phone Number

  1. In Freshchat, navigate to Settings → Admin Settings

  2. Under Chat Channels, select WhatsApp

  3. Copy the registered Business Phone Number

  4. Paste the number into Sortment without the “+” symbol

Freshchat API Key

  1. In Freshchat, go to Settings → Admin Settings

  2. Scroll to Website Tracking and APIs

  3. Click API Settings

  4. Complete the CAPTCHA

  5. Copy Your API Key

  6. Paste it into the Freshchat API Key field in Sortment

Step 3: Complete the Integration

  • Click Test and Save

  • Once the test is successful, the integration will be activated

Your Freshchat WhatsApp sender is now ready to be used in Sortment campaigns 🎉

Message Delivery Status

No additional setup is required.

Freshchat provides message delivery statuses by default.

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