Integrating Ozonetel's CloudAgent app into Fresh Chat enables users to manage calls directly from Fresh Chat.

Technical Prerequisites

Freshchat Account
- Must have a Freshchat license with Admin privileges to install apps and configure webhooks.
Browser Compatibility
- Preferably Google Chrome, Microsoft Edge.

Core Features & Behaviors

Feature	Description
Click to call	Standard CTI Click-to-Call (C2C) – Agents initiate outbound calls directly from the Freshchat interface.
Screen Pop	On a call connection, CloudAgent searches Freshchat by the customer’s phone number: • If a match is found, a new ticket is created and opened automatically for the agent.
Conversation Creation/Updation	When a call connects, CloudAgent creates a Freshchat conversation: • If ticket creation fails (due to API errors or mapping issues), it retries on subsequent events (e.g., agent busy, call drop, disposition). • Once the ticket is created, all relevant call details are updated in that conversation as later events occur.

Feature

Description

Click to call

Standard CTI Click-to-Call (C2C) – Agents initiate outbound calls directly from the Freshchat interface.

Screen Pop

On a call connection, CloudAgent searches Freshchat by the customer’s phone number:

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

Conversation Creation/Updation

When a call connects, CloudAgent creates a Freshchat conversation:

• If ticket creation fails (due to API errors or mapping issues), it retries on subsequent events (e.g., agent busy, call drop, disposition).

• Once the ticket is created, all relevant call details are updated in that conversation as later events occur.

Allowing access to all CloudAgent telephony features from one place.
Visualize the call details and recordings, and allow agents to make external calls.
Enhanced agent productivity and a better experience.

Here is a video guide to Ozonetel-Fresh Chat integration.

Once you are logged into your fresh chat account follow these steps to integrate:

On the left menu navigate to Settings -> Admin Settings.
Access the Marketplace and Integrations tab and go to Marketplace apps.
Search for Ozonetel's app and install it.
On the app configuration page, fill out the required information.
1. CA - Allow agent location: Allows agents to select CloudAgent location before login.
2. CA - Location: CloudAgent location for agent (INDIA / US).
3. Click2Call: Allow Agent to make Click2Call from FreshChat.
4. Attach Call Log to notes: If enabled, the call details will be attached to the notes section at the end of the conversation.
5. Domain (Freshworks CRM Domain): Find the Freshworks CRM domain at Settings -> Admin Settings -> API Settings -> CRM API details -> Your bundle alias.
6. API Key Token (Freshworks CRM API Key): Find the Freshworks CRM API Key at Settings -> Admin Settings -> API Settings -> CRM API details ->Your API Key.
7. FreshChat Domain (FreshChat Domain): Find the FreshChat domain at Settings -> Admin Settings -> API Settings -> API details for chat -> Your chat URL.
8. Chat Token (FreshChat Token): Find the FreshChat Token at Settings -> Admin Settings -> API Settings -> API details for chat -> Your API Key.
Click save, and the Ozonetel widget will appear on the left menu. Use your Ozonetel credentials to log in.