With Freshchat’s Telephony Partner Extension with Axialys, you can bring your Axialys 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 Axialys?


Checkout this video for a quick guide on integrating Freshchat with Axialys:



To integrate Freshchat with Axialys

  1. Go to Admin Settings > Channels > Phone.
  2. Choose Axialys app. Alternatively, you can install the app from the Freshworks marketplace.
  3. Provide the Freshchat Domain and API key. To find your Freshchat domain, 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 Admin Settings > API Settings > Your API Key.
  5. Provide your Axialys Auth Login ID & Password.
  6. Once validated and installed, click on the Axialys icon in the left navigation bar to load the widget. 
  7. Enter your Axialys credentials to login to the widget.
  8. The Axialys agent widget is now set and ready to use.

How to use Axialys 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/Axialys widget
  • Transfer a call to another agent/supervisor (Warm/Cold Transfer)
  • Add other agents/supervisors to an ongoing call (Conference)

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 Axialys 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 Axialys widget.


Missed calls

  • If an agent declines an incoming call, it is considered a missed call 
  • An agent can choose to give a call back in case of a missed call


Note: Voicemail is not supported in Axialys.


For any queries, please reach out to [email protected].

FAQs:

  1. I have successfully integrated Axialys 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-Axialys 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 Axialys app to the account.