Integration with FreshSales

Technical Prerequisites

Freshsales Account
- Admin privileges to install private apps or configure API keys.
Browser Support
- Preferably Chrome and Edge.
Permissions Required
- Freshsales Admin role for app installation and OAuth setup.

Core Features & Behaviors

Feature	Description
Click to Call	Standard CTI Click-to-Call (C2C)
Screen Pop	When a call connects to the agent, CloudAgent searches Freshsales using the customer’s phone number. • If a match is found, a ticket is created and opened for the agent. • Search behavior is determined by Freshsales app settings and CTI layout.
Call Log Creation/Update	When the call connects to the agent, a ticket (call log) is created based on the integration settings in the CloudAgent portal and Freshsales app. • If ticket creation fails (due to request/response issues or field mapping errors), the system will retry on the next event triggers like agent busy, call drop, or disposition. • Once created, the ticket is updated with relevant call details during subsequent events.

Feature

Description

Click to Call

Standard CTI Click-to-Call (C2C)

Screen Pop

When a call connects to the agent, CloudAgent searches Freshsales using the customer’s phone number.

• If a match is found, a ticket is created and opened for the agent.

• Search behavior is determined by Freshsales app settings and CTI layout.

Call Log Creation/Update

When the call connects to the agent, a ticket (call log) is created based on the integration settings in the CloudAgent portal and Freshsales app.

• If ticket creation fails (due to request/response issues or field mapping errors), the system will retry on the next event triggers like agent busy, call drop, or disposition.

• Once created, the ticket is updated with relevant call details during subsequent events.

Installation of Cloud Agent app

Login to the FreshSales account
Click on the settings icon on the left navigation & select 'Admin Settings' as shown below.

On the Admin Settings page, search for 'marketplace' and select 'Marketplace for CRM' app as shown below

Search for 'Ozonetel CloudAgent' in the marketplace apps as shown below

Find the 'Ozonetel CloudAgent' app and Click on 'Install'
1. Input the API key in the Ozonetel CloudAgent settings page
  1. Note: Follow the detailed 'Steps to get the API Key' section (last section below)
The Ozonetel CloudAgent app is seen on the left navigation after successful installation (as shown below)

To customise the Ozonetel CloudAgent app, go to Admin Settings
1. Select 'Marketplace for CRM' apps and click on Manage apps
2. Select 'Go to Developer Portal' and click on 'New App'
3. Select 'Custom App' and provide a name for the app
  1. Upload the zip file provided by Ozonetel and click 'Proceed'

Steps to get the API Key

Click on profile picture on the top right corner and click on 'Settings'

Select the 'API Settings' tab on the Settings page

Copy the API key fro the CRM API Details section