ARTICLE NAVIGATION


Battery saver restrictions
Case 1) Android 6 and above → Call log prompts won't appear if the device has battery-saver ON and if Freshworks CRM is optimised for battery usage when the app is minimized or killed

Case 2) Additionally for Android 9 and above → If Freshworks CRM is restricted for background battery usage (setting named 'Background restriction'), call log prompts won't appear when the app is minimized or killed

For both cases, the user has to disable battery optimization for Freshworks CRM. To do so, Freshworks CRM has an in-app setting 'Battery optimization'. 

  1. In your mobile app, Tap on the icon on the home screen
  2. Go to Settings > Call preferences > 'Battery optimization'
  3. Redirects to a battery optimization system screen which lists all the applications which are not optimised.
  4. Select 'All apps', go to Freshworks CRM and disable battery optimization.


      

Note: For some phones, the battery optimization screen with the list of all apps will have toggles. Turn OFF battery optimization for Freshworks CRM

Autostart permission 
Enable the "Auto-start" setting to receive call logs when the app is killed from the recent apps (or) when the app was closed by a consecutive double back press from Freshworks CRM home-screen. Here’s how you can do the same

  1. In your mobile app, tap on the icon on the home screen
  2. Go to Settings > Call preferences > 'Enable autostart permission'
  3. Redirects to a autostart system screen shown below with all the installed applications
  4. Turn on the setting for Freshworks CRM


Note: Freshworks CRM has an in-app setting only for these well-known third-party OEMs which require the autostart permission → Xiaomi, Vivo, Oppo, Honor, Letv



Permissions specific to Xiaomi devices 
Android 8

Enable the "Start in Background" permission to receive call logs 

  1. Launch Freshworks CRM app
  2. Tap on the three-dot indicator on the home screen

  3. Settings → Call preferences → 'Battery-saver and other permissions'

  4. Redirects to the page shown below (App info page of Freshworks CRM)

  5. Tap on 'Other permissions and enable 'Start in background'

Android 9 

Enable "Display pop-up windows while running in the background" permission to receive call logs 

  1. Launch Freshworks CRM app

  2. Tap on the three-dot indicator on the home screen

  3. Settings → Call preferences → 'Battery-saver and other permissions'

  4. Redirects to the page shown below (App info page of Freshworks CRM)

  5. Tap on 'Other permissions and enable 'Display pop-up windows while running in the background'

    
Battery saver restrictions ( For Xiaomi devices)

In the app info page of Freshworks CRM, find 'Battery saver' and tap on the same. Choose 'No restrictions'.                                                                         



Android 10 devices (all manufacturers)

"Display over other apps" permission is required for Android 10 devices to bring up call logs. Without this permission, even if the app has all the other usual permissions (telephone and call log), call log cannot be launched. 

The primary setting for Automatic call logs on Android 10 will not be ON until this permission is granted.