Introduction

Freshdesk Omnichannel 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 common phone channel across both your Omnichannel and Freshworks CRM products. 

With this feature, your phone numbers, agents, phone teams, and other Freshdesk Contact Center 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:

1. You are an existing Omnichannel customer with an integrated phone channel and want to sign up for a new Freshworks CRM product

2. You are an existing Freshworks CRM customer with an integrated phone channel and want to sign up for a new Omnichannel product

3. Your account admin in the existing product has access to the phone channel in Omnichannel

The following table shows the possible scenarios:

Example: 

• Suppose, you are an existing Omnichannel account customer and want to create a new CRM account with a shared phone channel. 

• In this case, send your omnichannel organization domain URL and your account admin’s email id. Make sure the account admin has access to the Omnichannel account. This user will now be the account admin of the new CRM.

• 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 raise a shared account request?

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

• 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 us the URL of the specific Omnichannel instance—the email id of the proposed account admin of the second product. Make sure the account admin has access to the phone channel.
  
  

  
  
  

• This user (Benjamin Nash, in the example above) will now be the account admin of the new CRM.

• 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.
   
   

   
   
   

2. You will see the new product here.

3. You can now start using your Freshworks CRM product with the shared phone channel.

Creating shared phone agents in Omnichannel accounts

1. To create a shared agent from Omnichannel, go to Admin Settings > Agents.

2. Click on New Agent.

3. Enter the email address, and select Phone under the support channel.

4. Select the role and click Create Agent.
   Your agent will receive an email to activate their Omniaccount.

5. Now to add the same agent to your Freshworks CRM account, go to your CRM account, click on Admin Settings > Manage Users > Add users.

6. Search for the agent’s email address. You will see that the user is already part of the organization, and all the user details are prefilled. All you have to do is select the appropriate role. The agent will again receive an invitation email to their Freshworks CRM account.

7. After activating both the accounts, the agent can have the same phone channel across both the products.

You can also create a shared phone from within your Freshdesk Contact Center instance. For details, see Creating Shared Phone Agents in Freshdesk Contact Center.

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

How to make/receive a call

• When you receive an incoming call, you will see the notification across all three products. You can choose to attend the call in any three products/instances - Freshworks CRM, Omnichannel, or Freshdesk Contact Center (shared instance). 

• 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. However, the omnichannel add-on agent will continue to have the dialer.
  
  

  

• Once you attend the call in any of the products/tabs, you will not 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. To know the features and options available in the Freshworks CRM phone widget, 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