Last updated: 2023-08-02

Source: https://support.freshdesk.com/support/solutions/articles/50000004753-freshdesk-telephony-partner-extension-with-aircall

With the Freshdesk Telephony Partner Extension with Aircall, 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.

    A quick guide to integrating Aircall with Freshdesk:

  • Find the Aircall app in the apps section of your Freshdesk account
  • Alternatively, you can install the Aircall app from the Freshworks marketplace
  • Provide the Freshdesk API key
  • Create your Aircall API ID and API token from the Aircall admin dashboard, and enter them on the installation screen
  • Mention when you want the ticket to be created, and hit Save
  • Once added, click on the Aircall icon in the left navbar to load the widget
  • Enter your username and password
  • The Aircall 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:

    Call widget - Agent functionalities:

    Start a new call

    Agents can start a new call using the keypad or from the ‘People’ 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
  • Pausing a call recording
  • Adding call notes
  • Adding call tags
  • Transferring a call to another agent/supervisor (Warm/Cold transfer)
  • Adding other agents/supervisors to an ongoing call
  • Assigning a call

    • and more. Agents can add call notes, call tags, etc., even after a call has ended by clicking on the call from the Call History tab.

    Receive a call

    When receiving a call, apart from the in-call actions, agents will also be able to access caller insights where they can see the contact name and phone number. 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 Aircall dialer.

    Change agent status Agents can also change their availability status from within the call widget.

    Voicemail

    Agents can view and listen to their voicemail messages by clicking on the Call History tab from the Aircall widget within Freshdesk.

    View call history

    Agents can view their past calls and all related details from this tab. They can play the call recording, add call notes and call tags, assign the call to another agent, and more.

    Automatic ticket creation

    Tickets are automatically created in Freshdesk for attended calls as well as voicemails. All added notes, disposition codes, and other related details will also be available in the ticket.

    To-do list

    From the to-do tab, agents can access calls that were assigned to them and take relevant actions like adding a call note or call tag.

    Manage settings

    Agents can manage general settings from the settings tab, like setting their

  • Availability Status
  • Call actions like ‘Press Enter to pick up’ and more
  • Language
  • Working hours
  • Sounds
  • Notification settings
  • Testing the network quality

    • and more, from within the widget.

    Additional actions

    Agents can also perform the following actions from the adapter:

  • Edit their Aircall account credentials
  • View the teams that they are a part of
  • View their account phone numbers
  • View their account extension number