❤️ Why do Aircall users love Kommo?įor Aircall users Kommo is the ideal CRM system where they can track and manage their whole sales & marketing flows. Simple to use and a stylish interface, it provides teams with a seamless calling experience. Calls recordings are saved in the lead cardĪircall is an all-around phone solution for modern businesses.If a call is transferred before the created ticket is indexed, ticket redirection will happen after 30 secondsįor ‘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.The Aircall integration lets you add new features in your account: When a call is associated with multiple contacts, the agent to whom the call is transferred to has to choose the appropriate contact Automatic ticket creation limitations:ĭuplicate tickets will be created when an agent closes a call before the ticket is indexed Integration Limitations: It takes up to 30 seconds for a ticket to get indexed in Freshdesk. They can also log out from their account. All call-related details will be available on the ticket.Īgents can create and assign tasks to themselves or other agents in this setting.Īgents can manage general settings from the settings tab, like setting their phone type and language. Agents can also create tickets manually if needed. Tickets will be automatically created in Freshdesk for attended calls and voicemails based on the setting chosen during installation. Refer to this document for voicemail setup.Īgents can add other agents to an ongoing call or transfer a call to another agent. 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.Īgents can change their availability status to ‘Available’ or ‘Offline.’ Agents can make/receive calls only if their status is set to ‘Available.' Agents will receive a call only when their status is set to ‘Available.’ When receiving a call, agents can view more contact details on Freshdesk by clicking on the contact name. Transferring a call to another agent/supervisorĪdding other agents/supervisors to an ongoing call Here are the key agent functionalities of the call widget.Īgents can start a new call using the keypad or from the ‘Contacts’ tab by selecting a contact.Īgents can perform call actions from within the widget itself, like Note: If you are using Freshdesk Contact Center within your Freshdesk account, you can disable it for your agents by following the steps outlined here. The Amazon Connect agent adapter is now set and ready to use You will be logged in on the widget as well Open the Amazon Connect CTI widget from the left sidebarĬopy the Amazon Connect URL from the widget that loads, and log in to your account in a separate tab 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’ fieldĬhoose when you want the ticket to be created, and hit Install The Call ID will be generated automatically for each call and updated in this field Here’s how to get it:Ĭreate a custom ticket field within Freshdesk called ‘Call ID’ This Call ID is a required field for call transfer/call conferencing to work. Integrating Amazon Connect with Freshdesk:įind the Amazon Connect app in the apps section of your Freshdesk accountĪlternatively, you can install the Amazon Connect app from the Freshworks marketplaceĮnter your Amazon Connect URL and SSO login URL You can meet your customers where they are and avoid the hassle of having to switch your telephony provider. Meet your ticketing needs and extend your Omnichannel capability With the Freshdesk Telephony Partner Extension with Amazon Connect, you can bring your Aircall account into Freshdesk to meet your customer support needs. Integrating Amazon Connect with Freshdesk.
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