Upcoming changes in the legacy Freshcaller widget : Freshcaller Support

Upcoming enhancements in classic Freshcaller widget

Modified on: Thu, 25 Jun, 2026 at 3:47 PM

TABLE OF CONTENTS

Overview of the upgraded widget experience
Upcoming widget changes

The Freshcaller widget is getting a refreshed look and feel to help you handle calls more efficiently. This article walks you through all the changes in the widget so you know what to expect before the upgrade rolls out to your account.

Prerequisites:

Ensure you have agent permissions to make and receive calls.

The updated Freshcaller widget moves from a full-screen expanded layout to a compact floating widget that overlays your existing workspace. The updated widget introduces a compact, contextual design that keeps key call actions within easy reach without taking over your screen.

Note: The new widget design does not affect any call functionality. All existing call actions remain available.

Rollout plan

Date and timeline: Starting July 15th, 2026, your account will be upgraded to the new widget experience.

Note: This is a seamless transition and upgrade, with no action needed from you.

Here’s an overview of the upcoming enhancements in the widget:

Overall widget layout
Contact management
Notes and tags
Conversation history
Real-time speaker visibility

The Freshcaller widget’s overall structure has been updated. The call controls, contact header, and contextual panels are reorganized for a more streamlined experience.

Detailed comparison:

What’s available today	What’s new
The widget opens as a full-screen overlay with a light-themed interface. Call controls appear in a toolbar at the bottom of the screen. Contact details, notes, and conversation history are displayed in separate panels. The widget occupies a significant portion of the workspace while a call is active.	The widget appears as a compact floating panel within your workspace. The interface uses a modern dark theme. Call controls are grouped within the widget for quicker access. Contextual information is displayed only when needed, reducing visual clutter. You can continue navigating other areas of your account while remaining on a call.

Legacy Freshcaller experience (before July 2026)

New Freshcaller experience (after July 2026)

Manage contacts during a call

The following table summarizes the key differences in contact management between the current and updated widgets.

Detailed comparison:

What’s available today	What’s new
Contact details can be updated only within the widget. Only the contact name is required. No direct link is available to open the full contact profile. Limited validation feedback is provided when updating contact information.	Update contact details directly during an active call. Click a contact's name to edit details or open the full contact profile in a new tab. Validation errors, including duplicate entries, are displayed immediately. Contact information can be updated without interrupting the call workflow.

Legacy Freshcaller experience (before July 2026)

New Freshcaller experience (after July 2026)

Add call notes and tags

The notes and tags experience has been redesigned to provide a unified workspace for capturing call information.

Detailed comparison:

What’s available today	What’s changing
Call tags are added using a dedicated Add Call Tags option below the notes section. No warning is displayed when the maximum tag limit is reached. Notes occupy a large, always-visible section of the widget.	Notes and tags are combined into a single Notes & Tags section. A quick-access field remains available even when the section is collapsed. A warning is displayed when more than five tags are added. Minimize the Notes & Tags section when it is not in use. Notes remain available after the call ends, allowing post-call updates.

Legacy Freshcaller experience (before July 2026)

New Freshcaller experience (after July 2026)

View conversation history

The conversation history section has been moved into the widget's overflow menu, keeping the main call view uncluttered. You can access recent conversations for the caller without leaving the active call screen.

Detailed comparison:

What’s available today	What’s changing
Conversation history is displayed as a full panel within the expanded widget. The history is always visible, taking up space in the widget view. Limited call details are available. No direct access to the call metrics section.	Conversation history is accessible from the overflow menu. Open and close the history panel only when needed. View additional details, including call duration, notes, and tags. Access caller information, assigned agent details, and timestamps. Easily access the call metrics page from the widget.