With Freshchat’s Telephony Partner Extension with Ziwo, you can bring your Ziwo 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 June 27, 2022 on the Pro and Enterprise plan.

How to integrate Freshchat with Ziwo?

Check out this video for a quick guide on Ziwo integration:


To integrate Freshchat with Ziwo:

  1. Go to Admin Settings > Channels >Phone.
  2. Choose Ziwo from the list of Phone channel providers. This redirects you to the Ziwo page on Freshworks Marketplace. 

  3. Provide your Freshchat Domain and API Key. You can find your Freshchat Domain from the URL bar. To find your Freshchat API key, go to Admin Settings > API > APIs for Chat. 

  4. Provide your CRM API Key and click Install. To find your CRM API Key, go to the Admin page, click on the user profile on the top right corner, and click Settings > API Settings > Your API Key.

  5. Once installed, click on the Ziwo icon in the left navigation bar to load the widget. 
  6. Enter your Account name, Email and Password.

  7. You can now start using the Ziwo agent widget on Freshchat.

How to use Ziwo with Freshchat?

Start a new call

  • Agents can start a new call using the keypad
  • When the call is connected, a new conversation is created and the agent is redirected to the Inbox with the conversation open. 

Once the call ends, the chat bubble displays the details of the call with the call recording.

In-call actions

Agents can perform the following actions from within the widget:

  • Place a call on hold and mute
  • Call notes can be added from the Reply editor
  • Transfer a call to another agent/supervisor (Warm/Cold Transfer)
  • Add other agents/supervisors to an ongoing call (Conference)

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 using the “View Contact” button on the Ziwo widget. This opens the Freshchat contact page on a new tab.
  • Once the call ends, the chat bubble provides the details of the call and call recording
  • Private notes can be added from the reply editor

Missed calls

  • All missed calls will appear on the Conversation Inbox with the label “Missed Call”. 

  • Agents will also be provided with an option to call the customer back from the same window.

Note: Voicemail is not supported in Ziwo.

FAQs:

  1. I have successfully integrated Ziwo in my Freshchat account, but conversations are not created inside Freshchat?

    The above steps work for standalone Freshchat accounts. If you want to use Freshchat-Ziwo integration from other Freshworks products like Freshsales, Freshmarketer, Freshsales Suite, or Freshdesk Omni, you must disable Email as Unique field for conversations in Freshchat.

    To do this, go to Admin Settings > Contacts > Email > Uncheck the "Make this a unique field".

    Once this is done, please uninstall & reintegrate the Ziwo app to the account.