How do I integrate with Freshcaller?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Technical Name | Description |
Integrations |
| Enables the Integrations menu and the Freshcaller integration tile |
Required Permissions:
Manage Integrations (
admin.integration.settings) — to authenticate, configure, and manage the Freshcaller integration
Setup
Go to Conversations > Integrations > Platforms tab > select the Freshcaller tile.
Step 1: Authentication
Following the navigation will take you to a screen where you'll be prompted to enter your Freshcaller account name and a Freshcaller API key.
Tip: If the address of your Freshcaller account is https://abc-energy.freshcaller.com, enter abc-energy into the prompt-box.
_Please note: you'll need the relevant administrator permissions on your Freshcaller user profile to be able to create a Freshcaller API key._
Step 2: Configure
Once you've completed authentication, you'll be directed to the configuration screen.
Part 1: Choose how much call information will be fetched into evaluagent. You have 2 options:
* Only fetch the ticket reference and any associated metadata (e.g. tags); or * In addition to this core data, fetch the full call recording. * By choosing the second option, you'll be able to access a recording of the call as an integral part of the evaluation process.
Part 2: Decide how long evaluated and non-evaluated calls remain available in evaluagent. Any calls older than your selection will be purged and permanently deleted from evaluagent in line with our secure data storage and deletion policies.
On clicking Save, evaluagent will start fetching calls on a regular (typically hourly) cycle.