With Freshchat’s Telephony Partner Extension with Aircall, you can bring your Aircall account into Freshchat to meet all your customer support needs. With this integration, you can:
Extend phone as a channel and offer conversational experiences across traditional and modern channels
Improve agent productivity
Empower admins to improve processes
Note: This functionality is only available for accounts signed up after June 27, 2022 on the Growth plan and above.
Integrating Freshchat with Aircall
Admins can integrate Aircall with Freshchat by performing the following steps:
Go to Settings on the left navigation bar and click on “Phone” under the Channels section.
Choose Aircall from the list of Phone channel providers.This step would lead you to the Aircall page on the Freshchat marketplace. Click on Install again. Please bear in mind that you may install only one phone app at a time.
Enter the API ID and API Token for your Aircall account which will be available in your Aircall dashboard.
Provide your Freshchat Domain and API Key. You may find your Freshchat Domain from the URL bar while you may find your Freshchat API key by going to Settings->Admin Settings->API->APIs for Chat.
Provide your CRM API Key and hit Install. You may find your CRM API Key by clicking on the user profile from the Admin page on the top right corner-> Settings->API Settings->Your API Key.
- Once installed, click on the Aircall icon in the left navigation bar to load the widget.
- Enter your username and password.
- The Aircall agent widget is now set and ready to use.
Agent experience with the Aircall integration
Start a new call
Agents can start a new call by using the keypad or from the People tab by selecting a contact.
When the call is connected, a new conversation is created and the agent is redirected to the Inbox with that conversation open.
Once the call has ended, the chat bubble displays the details of the call with the call recording and an option to download the call recording.
Agents can perform action from within the widget itself. The list of actions are as follows:
Place a call on hold and mute
Pause a call recording
Add call notes
- Transfer a call to another agent/supervisor (Warm/Cold Transfer)
- Add other agents/supervisors to an ongoing call
- Assign calls
Actions such as adding call notes as private notes can be performed from the Inbox even after a call has ended.
When agents are on the inbox page or on any other page while they receive a call and answer it, a new conversation is created for the call and the agent is redirected to the inbox with that conversation open.
- Agents can view the contact by clicking on the “View Contact” button on the Aircall widget which opens the Freshchat contact page on a new tab.
- Once the call has ended, the chat bubble indicates the details of the call and provides the recording of the call along with the option to download the call recording.
- While on the call, agents can add private notes on the Aircall widget and click on “Done”. Once the call is ended, notes and tags added during the call appear as Private Notes on the Freshchat conversation inbox.
All missed calls will appear on the Conversation Inbox with the label “Missed Call”.
Agents will also be provided with an option to call the customer back from the same window.
To listen to a voicemail, click on a conversation with the tag “Voicemail” from the list of conversations in the Inbox.
Agents can view and listen to their voicemail messages from the Freshchat conversation Inbox and can also return the call by clicking on the “Call Back” button.
- Additionally, agents can also view and hear call recordings from the Aircall dashboard.
In order to provide a seamless “anywhere, anytime” engagement, Freshchat also allows agents to access conversations from the Freshchat mobile app. However, a few points to keep in mind:
The Freshchat mobile app is only accessible for agent actions such as answering responding to conversations, viewing conversations, adding notes, changing status etc. All admin level settings can only be accessed from the web version.
The expected web behavior of grouping conversations across different channels from the same customer in the same feed does not occur in the mobile experience . In other words, if a customer reaches out via web chat and phone, they’d appear as two separate conversations in the Freshchat mobile app and not grouped under the customer’s name.
While phone conversations can be viewed from within the Freshchat mobile app, making and taking calls will need to be done from the phone application, which in this case, is Aircall. For example, if an agent is working on a conversation from the Freshchat mobile application and the agent receives a call, the call will be received normally just as any other phone call.
Once the call ends, the agent will see that the same call appears in the Freshchat App as a call recording if the call recording functionality is enabled. Upon clicking the fragment, the agent will see a “Play” button after the call recording loads which will redirect the agent to the web browser where the call recording can be heard.
Agents will also have a similar experience with voicemails. All voicemails will be visible as links in the Freshchat mobile application with their recording fragments. Agents will be routed to the Aircall mobile application/web browser to hear the voicemail recording.
All notes added on the Aircall mobile application while on call will be added as a private note on Freshchat after the call has ended.