Freshdesk Contact Center (FDCC) provides you the capability to have a common Freshdesk Contact Center account across your Omnichannel and Freshsales/Freshsales Suite web application. This allows you to have a common phone channel between your Omnichannel and Freshsales web application


With this feature, your phone numbers, agents, phone teams, and other Freshdesk Contact configurations will be shared and replicated in both your web applications. This helps you seamlessly manage the phone channel operations without having to juggle between multiple accounts.


Prerequisites

Sharing your Freshdesk Contact Center account is possible only if:


  1. You are an existing Omnichannel customer with an integrated phone channel and want to sign up for a new Freshsales/Freshsales Suite web application

  2. You are an existing Freshsales/Freshsales Suite customer with an integrated phone channel and want to sign up for a new Omnichannel web application

  3. Your account admin in the existing web application has access to the phone channel in both applications.


The following table shows the possible scenarios:

Products
Is it possible to set up a shared caller?

Existing Freshsales/Freshsales Suite account

New Omnichannel account

Yes

Existing Omnichannel account

New Freshsales/Freshsales Suite account

Yes

Existing Freshsales/Freshsales Suite account

Existing Omnichannel account

No

Existing Standalone FDCC account

New Omnichannel account

No

Existing Standalone FDCC account

New Freshsales/Freshsales Suite account

No



Example

Suppose, you are an existing Freshsales/Freshsales Suite customer and want to create a new Omnichannel account with a shared phone channel. 



How to raise shared account requests?

In both the possible scenarios mentioned above, raise an L1 ticket to set up the shared caller.

In this case, send your omnichannel organization domain URL and your account admin’s email address. Make sure the account admin has access to the phone channel. This user will now be the account admin of the new Freshsales/Freshsales Suite account.


  1. The organization domain URL of your existing product. To find your organization's domain URL, click on the Freshworks Switcher at the bottom of your Omnichannel account.
    For example, if you have an existing Omnichannel account and want to create a new CRM account with a shared phone (Freshdesk Contact Center) channel, send your Omnichannel's organization domain URL.



    If you have multiple Omnichannel accounts within a single org domain, send us the URL of the specific Omnichannel instance.
  2. The email id of the proposed account admin of the second product. Make sure the account admin has access to the phone channel.

    This user (Benjamin Nash, in the example above) will now be the account admin of the new CRM.

  3. Once we receive these details, our support team will create a new Freshworks CRM product with your account admin’s email id and link the existing phone channel from your Omnichannel account.


Once we receive these details, our support team will create a new Freshsales web application with your account admin’s email address and link the existing phone channel from your Omnichannel account. 


How to access the new web application?

To know if you received access to the new web application you requested:

  1. Click the Freshworks switcher available at the bottom of your application.
     

  2. You will find the new application here. 

You can now start using your Freshsales/Freshsales Suite web application with the shared phone channel.


How to create shared phone agents?

Now that you have a shared phone channel in both Omnichannel and Freshsales/Freshsales Suite accounts, you can create common phone agents across these web applications. 


Creating shared phone agents in Freshsales/Freshsales Suite


To create a shared agent for your Freshsales/Freshsales Suite account,

  1. Go to Admin Settings > Users and click Add User.

  2. Enter the email address, and select Phone under the support channel.

  3. Select the role and click Add User.
    Your agent will receive an email to activate their Freshsales/Freshsales Suite account.


Now, to add the same agent to your Omnichannel account, 

  1. Go to Admin Settings on your Omnichannel account, scroll down to Agents and open the section.

  2. Add the agent’s email address. 


You will notice that the user is already part of the organization and the user details have been prefilled. 

  1. Select the appropriate role and click Save. The agent will again receive an invitation to use their Omnichannel account.


Once this is done, the user can share the caller functionality between their Omnichannel and Freshsales/Freshsales Suite instance. 



Creating shared phone agents in Freshdesk Contact Center


When you have an Omnichannel or Freshsales/Freshsales Suite account, you can directly go to the Freshdesk Contact Center instance and create phone agents.


  1. Go to Admin Settings > Agents

  2. Click New Agents. 

  3. Choose the type of agent/user you want to create:

    1. Freshdesk Contact Center Agent (Will be Disabled): Create an agent/user who has access only to the Freshdesk Contact Center instance.


    2. Omnichannel Agent: Create a user who has access to all support channels in Omnichannel. When you click on this, you will be redirected to the Omnichannel’s Agent creation page.

    3. Freshsales/Freshsales Suite Agent: Create a user who has access only to the CRM account. When you click on this option, you will be redirected to the Freshsales/Freshsales Suite’ user creation page.


  4. Once you create shared phone users, you can see the role assigned to each user inside Freshdesk Contact Center’s Agents page.


Note: It is not possible to create “Freshdesk Contact Center” (add-on) only agents for a shared caller account. 


The role you see in the Freshdesk Contact Center will always be the higher role between the two web applications. For example, if the agent’s role in Omnichannel is “Account Admin” whereas in the Freshsales/Freshsales Suite account that same agent is assigned a Supervisor role, then the agent’s role in Freshdesk Contact Center will be Account Admin.


Note: The Role column is visible only for a shared account. You will not see this in a stand-alone Freshdesk Contact Center account.


How to make/receive a call?

When you receive an incoming call, you will see the notification across all three web applications. You can choose to attend the call in any of the three web applications - Freshsales/Freshsales Suite, Omnichannel, or Freshdesk Contact Center (shared instance). 

However, you can make outgoing calls only within your Freshsales/Freshsales Suite or Omnichannel account. For this reason, the phone dialer will not be available in the shared stand-alone Freshdesk Contact Center account. However, the add-on omnichannel agent will continue to have the dialer.


Once you attend the call in any of the web application tabs, you will not be able to make or receive calls on other applications. Also, the phone widget options change based on where you attend the call. Check this article to know the various options/features available in the omnichannel phone widget. To know the features and options available in the Freshsales/Freshsales Suite phone widget, check this article.




Limitations in transfering a call between the different applications  


A shared agent can transfer calls to:

  1. Agents with access to only Omnichannel
  2. Agents with access to only Freshsales/Freshsales Suite
  3. Other shared Agents with access to both Omnichannel and Freshsales/Freshsales Suite



An agent with only Freshsales/Freshsales Suite access can transfer calls to:

  1. Agents with access to only Freshsales/Freshsales Suite
  2. Other shared Agents with access to both >Omnichannel and Freshsales/Freshsales Suite


An agent with only Freshdesk Omnichannel access can transfer calls to:

  1. Agents with access to only Omnichannel 
  2. Other shared Agents with access to both Omnichannel and Freshsales/Freshsales Suite