Sharing Freshdesk Contact Center Account Between Omnichannel and Freshworks CRM

TABLE OF CONTENTS

1. Introduction
2. How to raise shared account request?
3. How to access the new product?
4. How to create shared phone agents?
   • Creating shared phone agents in Omnichannel
   • Viewing Agent Roles
5. How to make/receive a call

Introduction

Freshdesk Contact Center (FDCC) provides you the capability to have a common Freshdesk Contact Center account across your Omnichannel and Freshworks CRM accounts. 

Until now, it was not possible to have a common phone channel between different Freshworks product bundles. However, now, you can choose to link your Freshdesk Contact Center account. This means you will have a shared phone channel across both your Omnichannel and Freshworks CRM products. 

With this feature, your phone numbers, agents, phone teams, and other Freshdesk Contact configurations will be shared and replicated in both your products. 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:

• You are an existing Omnichannel customer with an integrated phone channel and want to sign up for a new Freshworks CRM product.
• You are an existing Freshworks CRM customer with an integrated phone channel and want to sign up for a new Omnichannel product.
• Your account admin in the existing product has access to the phone channel in Omnichannel.

How to raise shared account request?

In both the possible scenarios mentioned above, all you have to do is raise an L1 ticket with the following details:

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 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.
   In the example above, Benjamin Nash 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.

How to access the new product?

To know if you received access to the new product you requested:

1. Click on the Freshworks switcher available at the bottom of your application. You will see the new product here.
   
2. You can now start using your Freshworks CRM product with the shared phone channel.

How to create shared phone agents?

Now that you have a shared phone channel in Omnichannel and Freshworks CRM accounts, you can create common phone agents across any three products - Omnichannel, Freshworks CRM, or Freshdesk Contact Center. The purpose of creating shared phone agents is that they can access the same phone channel and perform all contact center operations across Omnichannel and CRM accounts. 

Creating shared phone agents in Omnichannel

In the case of an Omnichannel account, you can create shared phone agents directly from your Omnichannel account or the Freshdesk Contact Center instance within your Omnichannel account.>To create shared phone agents in Omnichannel, refer to How to share Freshdesk Contact Center Account between Omnichannel and Freshworks CRM?

Creating shared phone agents in Freshdesk Contact Center instance (for Omnichannel only)

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

1. Log in to your Omnichannel account and go to Admin > Channels > Phone.
2. Click on Manage Settings. You will be redirected to your Freshdesk Contact Center instance of your Omnichannel account.
3. To create shared phone agents from here, go to Admin Settings > Agents.
4. Click on New Agents.
5. Choose the type of agent/user you want to create:
   • 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.
   • CRM Agent: Create a user who has access only to the CRM account. When you click on this option, you will be redirected to Freshworks CRM’s user creation page.

Note: Though you can see the option to create a Freshdesk Contact Center-only agent, it is not allowed to create this type of agent for a shared account. 

Creating shared phone agents in Freshworks CRM

Alternatively, you can create shared phone agents in Freshworks CRM. For details, see How to set up a shared caller between Omnichannel and Freshsales Suite account?

Viewing Agent Roles

Once you create shared phone users, you can see the role assigned to each user inside the Freshdesk Contact Center’s instance on the Agents page. The role you see here will always be the higher role between the two products. For example, suppose the agent’s role in Omnichannel is “Account Admin” whereas in CRM that same agent is assigned a Supervisor role. In that case, the agent’s role in Freshdesk Contact Center will be Account Admin.

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

How to make/receive a call

When you have a shared phone channel in Omnichannel and Freshworks CRM, you will see the incoming call notification across all three products. You can choose to attend the call in any three products/instances - Freshworks CRM, Omnichannel, or Freshdesk Contact Center. 

However, you can make outgoing calls only within your Freshworks CRM or Omnichannel account. For this reason, the phone dialer will not be available in the shared stand-alone Freshdesk Contact Center account. 

Once you attend the call in any of the products/tabs, you will not be able to make or receive calls on other products. 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 and to know the phone widget options in Freshworks CRM, check this article.

Limitations in Call Transfers

A shared agent can transfer calls to:

1. Agents with access to only Omnichannel
2. Agents with access to only Freshworks CRM
3. Other shared Agents with access to both Omnichannel and Freshworks CRM

An agent with only Freshworks CRM access can transfer calls to:

1. Agents with access to only Freshworks CRM
2. Other shared Agents with access to both >Omnichannel and Freshworks CRM

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 Freshworks CRM