JS — Freshchat script for Google Tag Manager (GTM) with events for Google Analytics (GA)

freshchat.js

<script>
var messagesSent = 0;
window.fcSettings = {
    token: "YOUR_FC_TOKEN",
    host: "https://wchat.freshchat.com",
    onInit: function() {
        if (window.dataLayer !== undefined) {
            window.fcWidget.on("widget:loaded", function (resp) {
                window.fcWidget.on("widget:opened", function (resp) {
                    window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'Widget Open', eventLabel: window.location.href });
                });
                window.fcWidget.on("widget:closed", function (resp) {
                    window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'Widget Close', eventLabel: window.location.href });
                });
                window.fcWidget.on('message:received', function (resp) {
                    window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'Received', eventLabel: window.location.href });
                });
                window.fcWidget.on('message:sent', function (resp) {
                    if (messagesSent === 0) {
                        window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'Sent first chat', eventLabel: window.location.href });
                    }
                    window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'Sent', eventLabel: window.location.href });
                    messagesSent++;
                });
                window.fcWidget.on('user:statechange', function (resp) {
                    if (resp && resp.data && resp.data.userState === "created") {
                        window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'User Create', eventLabel: window.location.href });
                    }
                    if (resp && resp.data && resp.data.userState === "loaded") {
                        window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'User Loaded', eventLabel: window.location.href });
                    }
                    if (resp && resp.data && resp.data.userState === "identified") {
                        window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'User Identified', eventLabel: window.location.href });
                    }
                    if (resp && resp.data && resp.data.userState === "restored") {
                        window.dataLayer.push({ event: "GeneralEvent", eventCategory: "freshchat", eventAction: 'User Restored', eventLabel: window.location.href });
                    }
                });
            });
        }
        else {
            console.log('Freshchat can’t use Google Tag Manager');
        }
    }
};
</script>
<script src="https://wchat.freshchat.com/js/widget.js" async></script>

Source:
https://github.com/freshdesk/freshchat-widget
https://support.freshchat.com/support/solutions/articles/238128-freshchat-with-google-analytics-event-tracking

Add to your GTM as 'Custom HTML' and add a custom GeneralEvent Tag that it can use.