The Ozonetel CloudAgent integration in Freshchat enables agents to manage both inbound and outbound calls seamlessly within the Freshchat interface. It brings together telephony and chat support, ensuring efficient handling of customer conversations. With this integration, you can:

  • Access all CloudAgent telephony features from one platform.

  • View call details and recordings, and make external calls directly from Freshchat.

  • Enhance agent productivity with a streamlined experience.

Integrating Ozonetel with Freshchat

  1. Login to your Freshchat account.

  2. From the left menu, go to Settings > Admin Settings.

  3. Navigate to the Marketplace and Integrations tab, then select Marketplace apps.

  4. Search for the Ozonetel app and install it.

  5. On the app configuration page, provide the necessary information:

    • Freshchat Domain: Available at Settings > Admin Settings > API Settings > API Details for chat.

    • Freshchat API Key: Also located in API Settings under API Details for chat.

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  1. Configure additional options:

    • Agent Location Switch: This feature allows agents to choose their CloudAgent location before logging in (either India or the USA).

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  • Click2Call: Enables agents to initiate calls from CloudAgent by clicking a phone number or call button within Freshchat.

  1. Click Save, and the Ozonetel widget will appear in the left menu. Use your Ozonetel credentials to log in.

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Agent Experience with Ozonetel Integration

  • Starting a Call: Agents can manage calls in modes such as Inbound, Manual, Preview, Progressive, Blended, or Digital.

  • During the Call: Agents can initiate a conference call, transfer it to another agent, place the call on hold, or mute it. They can also take notes during the call using the conversation window.


  • After the Call: Both the call details and the recording will be available in the chat conversation.


  • Missed Calls: Missed calls are labeled as "Missed Call" in the conversation inbox, and agents can return the call directly from the same window.


This integration offers a streamlined experience, allowing agents to handle calls efficiently, improve productivity, and enhance customer interactions.