Available on: Sprout, Blossom, Garden, Estate
To start using the Freshcaller Android/iOS app, please download the apps from the respective app stores.
Logging into your Freshcaller account:
After downloading the app, you will be prompted to enter the URL of your Freshcaller account
You can choose to sign in with your email and password or choose to login with google
Mobile App Home Screen
1. Once you login to your Freshcaller, you will see the following screen —
2. You can directly copy a number by clicking on the three dots and selecting 'Copy Number'
3. You can listen to the call recording/voicemail by pressing the play button
Making a call from the Freshcaller app
Tap on the ‘From’ at the lower-left corner and choose the number from which you wish to make calls
To call from history —
Search by number/name
Scroll down and select the number/customer name to whom you wish to make a call
To dial a new number, simply tap on the dialpad icon
If you are unable to make calls:
Check if you have sufficient phone credits in your account. We recommend maintaining at least $5 to be able to make calls.
Ensure you are using the right country code when you are making an International call.
For example, if you are calling from Denmark to the United States, you should use the US number as ‘+1-XXX-XXX-XXXX’. +1 being the US country code for international calls.
Ensure your Internet connection is active.
Incoming Call Queue
When there are multiple incoming calls, the agent would be able to see a list of the incoming calls. The agent can tap on a call to answer it or ignore it.
Setting your availability status
You can set your call availability status as online or offline. When an agent is offline, the calls will be routed to the next available agent or put on queue.
To set your call availability status, tap on your profile name on the right bottom corner of the app.
Check ‘Online’ or ‘Offline’ status as desired.
You can log out of the app by tapping on the logout button placed just above the status buttons.
Creating a support ticket from the call
You can create customer support tickets right from the Freshcaller app. Your account has to be integrated with Freshdesk to raise tickets.
Once your Freshcaller account is integrated with Freshdesk, you will be able to create tickets straight from your mobile app.
As soon as your call ends, the app will give two options to ‘Create new ticket’ or to ‘Close’ the call window.
Note: Once you close the call window, you will not be able to create a ticket for the completed call later.
To create a ticket of the call, tap on the ‘Create new ticket option’.
Enter the subject and relevant description for the ticket.
Tap on the create ticket button to create the ticket.
A confirmation message will pop up on successful creation of the ticket.
Tap on the ‘Open ticket’ button to view or edit the ticket details.
If you have installed the Freshdesk app, the ticket will open in the mobile app. Else, it will open as a mobile web page.
Still facing difficulties? Drop us an email at firstname.lastname@example.org