We are excited to introduce the launch of our new Freshworks Customer Service Suite — an all-in-one, AI-first, omnichannel solution. This Suite combines conversational support and ticketing capabilities, powered by generative AI, to deliver outstanding customer and agent experiences. If you are a Freshdesk Omnichannel customer and want to learn more and experience the new Freshworks Customer Service Suite, please write to firstname.lastname@example.org.
TABLE OF CONTENTS
- Experience for Freshdesk
- Experience for Freshchat
- Experience for Freshcaller
Note: This feature is currently available only for new sign-ups on Freshdesk Omnichannel (all plans).
Experience for Freshdesk
Freshdesk will be the centralized system of record for customer information across Freshdesk, Freshchat, and Freshcaller. Any change in the contact field will also impact the customer information viewed in other products.
As an agent, you can create, delete, view, or edit a contact from the All Contacts page on Freshdesk.
Go to All contacts > New > New contact
- Add the following customer details:
Other phone numbers and associated labels. (Admins can create labels that can be used by agents)
Unique external ID
As an agent, you can edit or delete a customer’s contact information from the All contacts page on Freshdesk.
Go to All contacts > click on edit or delete
Contacts will be moved to the deleted contacts folder when it is deleted
To delete a contact permanently go to the deleted contacts folder
A popup will appear to confirm the “Delete Forever” action
Deleting contacts is a permanent action, which will also impact the customer information across messaging and contact center products.
As an agent, in addition to the existing fields, you can capture other phone numbers of the customer. These labels under other phone numbers are defined by the admin.
Go to create a new contact or edit a contact
Choose the appropriate label for other phone numbers and add details
As an agent, you can access the timeline, tickets, notes, forums, archived tickets, chat conversations, and call logs.
Go to All contacts > click on the contact’s name
View customer details by clicking on the relevant tab
Call logs and conversations against the contact will open in Contact Center and Messaging respectively, and provide more visibility into the customer's history
Access previous chat conversations with customers by clicking on the Chat Conversations tab. A new window will open in Freshchat with the conversation history
Access call history by clicking on Call Logs. A new window will open in Freshcaller with call metrics
As an agent, you can create, delete, view, or edit a contact from the Customer Fields page on Freshdesk.
As an admin, you can define labels for the “Other Phone Numbers”.
From admin settings, go to Customer fields > click on other phone numbers
Define label names
Click on done and then save
Customer view: Customer Profile
The customers will also be able to manage and update their profiles.
Convert a contact to an agent
As an agent, you can convert a contact to an agent
Go to contact details
Click on the Convert to agent button
You can convert to a full-time agent, support agent, or a collaborator
Experience for Freshchat
With UCR for Omnichannel, agents can gain visibility into the centralized contact details of customers, as well as the associated chat conversation history using the chat widget in Freshdesk. If needed, they can also add, update and edit customers’ contact details from the single Freshdesk interface, thereby ensuring consistent contact schemas.
As an agent, you can edit a contact
Click on Edit in Freshchat
You will be routed the to Freshdesk instance
Update customer details and details on other phone numbers from here.
When a customer emails, or calls at a later stage, the agent will be able to view the customer’s history.
Experience for Freshcaller
With UCR for Omnichannel, agents can gain visibility into the centralized contact details of customers, as well as the associated call history using the caller widget in Freshdesk. If needed, they can also add, update and edit customers’ contact details from the single interface, thereby ensuring consistent contact schemas
Go to Call Metrics > click on the customer name
You will be routed to Freshdesk to view complete customer information including timeline, tickets, notes, forums, archived tickets, chat conversations, and call logs.
As an agent, you can import contacts to the Powerdialer list
Go to Powerdialer > click on Import Powerdialer List
You will be routed to Freshdesk
Select contacts to be added to Powerdialer
Confirm the addition of contacts from the pop-up