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We assure you that this change will not impact your product experience, and no action is required on your part.
Freshdesk provides a phone channel that is powered by Freshcaller.
If you're on the Freshdesk Omnichannel plans, you're Freshdesk and Freshcaller accounts are integrated by default. If you're on the Omnichannel plans, to get started, go to Admin > Channels > Phone and click on the "Create a Freshcaller account" button. An account will be automatically created for you and linked to your Freshdesk account.
Now, you can click on "Manager settings in Freshcaller" to get started on your free 14-day trial of Freshcaller and buy a phone number. For call rates for specific numbers, look up your numbers here.
You can set up all your call centre workflows in Freshcaller, and it will reflect in your phone widget in Freshdesk. You can also add agents to your Freshcaller account directly from Freshdesk by clicking on the 'Freshcaller Agent' toggle, provided you have agent licenses available in Freshcaller.
Once you integrate your Freshdesk and Freshcaller accounts, you’ll be able to start taking calls from Freshcaller and converting the call recordings into tickets. You can sign-up for a new Freshcaller account from Freshdesk, or add an existing account by entering the login credentials.
In case of lean support times where you don't have the workforce to deal with continuous calls, you can temporarily disable the integration and have your agents work only on incoming emails. Once you turn this on, your agents will start getting calls right inside Freshdesk.
In case you'd like to start fresh with the integration, you can disconnect the existing account and create a new one or link another Freshcaller account.
Managing Freshcaller agents in Freshdesk:
You can add new agents to your Freshcaller account within Freshdesk. Type the names of Freshdesk agents in the associate agents tab. Click on the Associate agents option to save changes.