slug: freshchat
provider: Freshchat
generated_by: planning/capability-mapping/scripts/classify_capabilities.py
model: claude-opus-5
frame:
- Software & Technology
min_confidence: 0.7
capability_model:
  source: https://github.com/vincentmakes/turbo-ea-capabilities
  license: CC-BY-4.0
  attribution: Turbo EA Capabilities by Vincent Verdet — Turbo EA, https://github.com/vincentmakes/turbo-ea-capabilities,
    CC BY 4.0
  notice: NOTICE
edge_count: 4
edges:
- tag: CSAT
  spec_file: freshchat-csat-api-openapi.yml
  capability_id: BC-430.50
  capability_id_l1: BC-430
  capability_name: Customer Feedback Management
  confidence: 0.85
  evidence: POST /csat/{conversation_id}  createCsatRating  Create csat rating
  reason: CSAT ratings captured against support conversations are voice-of-customer / satisfaction feedback
    collection.
- tag: Conversations
  spec_file: freshchat-conversations-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.8
  evidence: POST /conversations  createConversation; PUT /conversations/{conversation_id}  updateConversation
  reason: Conversations are inbound customer support/sales interactions handled by agents — inbound contact
    capture, routing and resolution.
- tag: Messages
  spec_file: freshchat-messages-api-openapi.yml
  capability_id: BC-430.10
  capability_id_l1: BC-430
  capability_name: Customer Inquiry Management
  confidence: 0.8
  evidence: GET /conversations/{conversation_id}/messages  listMessages; POST ... sendMessage  Send message
  reason: Message exchange within customer support conversations is the core handling of inbound customer
    contacts.
- tag: Users
  spec_file: freshchat-users-api-openapi.yml
  capability_id: BC-420.10
  capability_id_l1: BC-420
  capability_name: Customer Data Management
  confidence: 0.7
  evidence: POST /users createUser Create user; GET /users/{user_id}/conversations listUserConversations
    List user conversations
  reason: In Freshchat 'users' are the end customers being messaged (distinct from agents), so full CRUD
    over user records plus their conversation history is customer master-data maintenance. Moderate confidence
    because the tag could also be read as platform user administration.