I was using Hotline in my app and recently I moved to Freshchat SDK. I followed the exact steps available on https://support.freshchat.com/support/solutions/articles/229394-freshchat-ios-sdk-swift-3-integration
It works if I fresh install the app but it doesn't work if I keep the older version with hotline in my phone and install this new one with Freshchat.
Since I am a developer I can just do fresh install everytime. But I can't ask all of my app users to install the app again.
It turns out it was Freshchat's issue. I contacted their support team and they send me their hotfix build. I am just answering because there is no solution that I have fixed.
Only thing I did was install FreshchatSDK from their branch
pod 'FreshchatSDK', :git => 'https://github.com/freshdesk/freshchat-ios', :branch => 'canary'