Integrations - Deflect

WhatsApp Business

Connect WhatsApp so customers can message your AI agents on their phones. Deflect supports:

Meta Cloud API — connect with Meta Business credentials

Plivo — connect with Plivo Auth ID and token

Template sync — pull approved WhatsApp templates for outbound messages

Test sends — verify setup before go-live

Multi-bubble replies — optional natural split into short messages

Full WhatsApp setup guide

Step-by-step for Meta and Plivo, agent linking, templates, and troubleshooting.

FreshChat

Route human handoffs to your existing FreshChat workspace instead of Deflect live chat.

Get FreshChat credentials

From FreshChat → Settings → API Tokens, copy your API token. Note your FreshChat domain (e.g. yourcompany.freshchat.com).

Add to Deflect

Settings → Integrations → FreshChat — enter token, domain, and optional channel ID. Save.

Enable on an agent

Agent editor → Handoff → enable FreshChat. Handoffs on that agent route to FreshChat.

Your FreshChat API token needs permission to create conversations and send messages.

Freshdesk

Sync handoffs and tickets with Freshdesk so your helpdesk team stays in one place.

Add credentials

Settings → Integrations → Freshdesk — enter the credentials shown in the dashboard (API key, domain, and any webhook secret fields).

Enable per agent

Agent editor → Handoff (or integrations section) → enable Freshdesk for agents that should create or update Freshdesk tickets.

Test in staging

Use a test Freshdesk project first so ticket fields and subjects match your workflow.

Field labels in the dashboard are always the source of truth — they may vary slightly between releases.