With Freshchat’s Telephony Partner Extension with Five9, you can bring your Five9 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 Dec 31, 2022 on the Pro and Enterprise plan.

Integrating Freshchat with Five9

Check out this video to understand how to integrate Freshchat with Five9.

You can also follow the steps mentioned below to integrate Freshchat with Five9.

Admins can integrate Five9 with Freshchat by performing the following steps:

  1. Go to Settings on the left navigation bar and click on “Phone” under the Channels section. 

  2. Choose Five9 from the list of Phone channel providers. This step would lead you to the Five9 page on the Freshchat marketplace. Click on Install again. Please bear in mind that you may install only one phone app at a time. 

  3. Provide your Freshchat Domain and API Key. You may find your Freshchat Domain by going to Settings->Admin Settings->API->APIs for Chat. 

  4. Provide your CRM API Key and hit Install. You may find your CRM API Key by going to Settings->API Settings->Your API Key. 

  5. You can enable call recordings if required & provide the Amazon S3 details like Amazon S3 bucket name, Amazon S3 bucket region, AWS Access Key, AWS Secret access key

  6. Once Validated & installed, click on the Five9 icon in the left navigation bar to load the widget. 
  7. Enter your username and password.
  8. The Five9 agent widget is now set and ready to use.

Five9 Advanced Recording Set up

You need to perform the below steps to enable call recordings for Five9 in Freshdesk:

  • Open the Virtual Call Center (VCC) admin settings, go to Menu → Configure and open VCC configuration

  • Go to Export tab → Advanced Recordings tab

  • Click the ‘Add’ button under the ‘Destinations’ section and add the desired destination. For our use case, we will set the destination as Amazon S3.

  • Fill in the required information under the S3 bucket, and test your setup by clicking on ‘Test’.

  • Select the appropriate time zone; the same/equivalent timezone should be selected on the Freshdesk app settings page too. 

Freshdesk Five9 installation screen:

  • Now, click on ‘Add’ under the ‘Upload Rules’ section.

  • Provide the Rule name and under the ‘Filter’ section, add the required rule for upload. For our example, let us specify to upload the call recording for any call which has “handle_time” greater than 1 second.

  • Click on ‘Add’ under the Destinations section of the above window and select the Destination as S3. Select the Delivery as ‘Individual Recording - Entire Calls’  and provide the Recording file name pattern exactly as specified in the below screenshot.

  • Click on OK and save the changes.
  • Only the prefix needs to be given under Freshdesk app settings. For our considered use case, only `https://<s3-bucket-name>` needs to be given in the app settings page, adding `/{Recording.created_data}/{Call.number}-{Call.call_id}.wav` will be taken care of by the app.

Agent experience with the Five9 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. 

In-call actions

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 ( Conference)
  • Park calls

Actions such as adding call notes as private notes can be performed from the Inbox even after a call has ended. 

Receiving Calls

  • 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 Five9 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 Five9 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. 

Missed calls & Voicemails

  • Incoming call is assigned to an agent from Five9 based on the logged in timestamp

  • If Agent doesn't pick up the call for 1 minute, it moves to thew next available agent & the call gets transferred to the Queue if the agent doesn't pick up

  • Ideally, there is no concept of Missed Calls in Five9

Five9 account setup guidelines

To install the Five9 app in the Freshworks CRM marketplace, kindly ensure that the following steps are configured in the Five9 VCC admin settings.

  1. Adding a user under the Skill

  2. Create an IVR script

  3. Creating DNIS for your account

  4. Create Inbound and outbound campaigns

  5. Configuring External Recording Storage (AWS S3)

  1. Adding a user under the Skill

  • Go to the VCC admin portal settings 

  • Select the existing skills 

  • Add the user to the skill


2. Create an IVR script

  • Go to the VCC admin portal settings 

  • Select the IVR script

  • Add the new IVR script and create an IVR FLOW as shown in the below Image

Note:- Enabling this setting will allow you to get incoming calls in the FIVE 9 app

3. Creating DNIS for your account

  • Please reach out to your Five9 account manager or support to enable the DNIS for your account.

4. Create Inbound and outbound campaigns

  • Go to the VCC admin portal settings

  • Select the campaigns

  • Add new campaigns

  • Go to the IVR script section and add the script that you created

  • Go to the skills section and add the skills to which the user is added 

  • Go to the DNIS section and add the purchased DNIS Number

  • Go to the recording section and configure the Amazon S3 bucket credential.  

  • In the recording settings, the admin has the option to set whether all calls should be automatically recorded by activating the "auto record calls for agent" feature. Alternatively, they can choose to allow users to control call recording by enabling the "user can control call recording" option, allowing recording only when the user initiates it through the app interface.