Freshdesk Contact Center allows you to invite other team members or contacts as guests to your ongoing conversation. You can also make conference calls to an external number. 


Conference calls are useful during escalations or when you think another team member can help you resolve customer queries.


Note: An additional charge of USD 0.005/min is applicable when you initiate conference calls. Also, you can start conference calls with only one person and not an entire team.


User Requirements

Agents, supervisors, admins, and account admins can make conference calls.


To add another agent to a call:

  1. During a live call, click on the Call actions icon.
  2. You can see all the active (online) agents or contacts who can be added to your call. Alternatively, you can  use the search bar to find the agents. To see the list of online agents available in a specific team, click on the arrow next to the team/group name.
  3. Click on the three dots next to the agent's name and choose Add to conference.
  4. The second agent will be added to your ongoing call if the agent accepts the call.
    Note: Once the second agent ends the call, the call resumes between you and the customer.