We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click Previous plans to view your applicable plans.
We assure you that this change will not impact your product experience, and no action is required on your part.
Freshdesk Contact Center allows you to invite other team members or contacts as guests to an ongoing conversation. You can also make conference calls to an external number. This can be useful during escalations or when you think your teammate can help you resolve customer queries.
Note: An additional charge of USD 0.005/min is applicable when you initiate conference calls. Also, you can start conference calls with only one person and not an entire team.
Agents, supervisors, admins, and account admins can make conference calls.
To add another agent to a call:
- During a live call, click on the Call actions icon at the bottom to see the active (online) agents or contacts. You can use the search bar at the top to search for the names.
To see the list of online agents in a team, click on the arrow next to the team/group name. The number next to the team indicates the number of active/online agents in that team.
- Click on the three dots next to the agent's name and choose Conference call.
- The second agent will be added to your ongoing call if the agent accepts the call.
Note: Once the second agent ends the call, the call resumes between you and the customer.