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TABLE OF CONTENTS

With the Freshdesk Telephony Partner Extension with Amazon Connect, you can bring your Aircall account into Freshdesk to meet your customer support needs. With this capability, you can:


  • Meet your ticketing needs and extend your Omnichannel capability

  • Offer a seamless customer experience

  • Improve agent productivity

  • Empower admins to improve processes


You can meet your customers where they are and avoid the hassle of having to switch your telephony provider. 


Integrating Amazon Connect with Freshdesk:

  • Find the Amazon Connect app in the apps section of your Freshdesk account

  • Alternatively, you can install the Amazon Connect app from the Freshworks marketplace

  • Enter your Freshdesk API Key

  • Enter your Amazon Connect URL and SSO login URL

  • Provide your Freshdesk domain

  • Select the field name for Call ID. This Call ID is a required field for call transfer/call conferencing to work. Here’s how to get it:

    • Create a custom ticket field within Freshdesk called ‘Call ID’

    • The Call ID will be generated automatically for each call and updated in this field

  • If you want tickets to be created automatically in Freshdesk for attended calls, toggle ON the option ‘Attended calls automatically’ under the ‘Create tickets for’ field

  • Choose when you want the ticket to be created, and hit Install

  • Open the Amazon Connect CTI widget from the left sidebar

  • Copy the Amazon Connect URL from the widget that loads, and log in to your account in a separate tab

  • You will be logged in on the widget as well

  • The Amazon Connect agent adapter is now set and ready to use


Note: If you are using Freshcaller within your Freshdesk account, you can disable it for your agents by following the steps outlined here. 


A quick guide to using the integration:

Here are the key agent functionalities of the call widget.


Start a new call

Agents can start a new call using the keypad or from the ‘Contacts’ tab by selecting a contact.

In-call actions

Agents can perform call actions from within the widget itself, like 

  • Putting a call on hold/mute

  • Adding call notes

  • Transferring a call to another agent/supervisor

  • Adding other agents/supervisors to an ongoing call 

  • Assigning a call


Receive a call

When receiving a call, agents can view more contact details on Freshdesk by clicking on the contact name. Agents will receive a call only when their status is set to ‘Available.’


Click to Dial

If agents want to quickly dial a number from the Contacts page or any other page, they can click the ‘Call’ icon next to the number, and it will get auto-populated in the Amazon Connect dialer.


Change agent status
Agents can change their availability status to ‘Available’ or ‘Offline.’ Agents can make/receive calls only if their status is set to ‘Available.'


Voicemail

Refer to this document for voicemail setup.


Call conferencing

Agents can add other agents to an ongoing call or transfer a call to another agent.


Automatic ticket creation

Tickets will be automatically created in Freshdesk for attended calls and voicemails based on the setting chosen during installation. Agents can also create tickets manually if needed. All call-related details will be available on the ticket.


Add tasks

Agents can create and assign tasks to themselves or other agents in this setting.


Manage settings

Agents can manage general settings from the settings tab, like setting their phone type and language. They can also log out from their account.


Integration Limitations:

 It takes up to 30 seconds for a ticket to get indexed in Freshdesk.

Automatic ticket creation limitations:

  • Duplicate tickets will be created when an agent closes a call before the ticket is indexed

  • When a call is associated with multiple contacts, the agent to whom the call is transferred to has to choose the appropriate contact

  • If a call is transferred before the created ticket is indexed, ticket redirection will happen after 30 seconds

  • For ‘Ticket creation on call finish’ setting, when an agent is added to a conference call, the ticket will be created under the agent’s name who clicks on ‘Close contact’ first.

Manual ticket creation limitations:

  • Duplicate tickets can be created when a call is transferred to another agent before the created ticket is indexed

  • When a call is associated with multiple contacts, the agent to whom the call is transferred to has to choose the appropriate contact from the modal, which will be displayed after 30 seconds

  • If a call is transferred before the created ticket is indexed, ticket redirection will happen after 30 seconds