We are excited to introduce the launch of our new Freshworks Freshdesk Omni — an all-in-one, AI-first, omnichannel solution. This Suite combines conversational support and ticketing capabilities, powered by generative AI, to deliver outstanding customer and agent experiences. If you are a Freshdesk Omnichannel customer and want to learn more and experience the new Freshworks Freshdesk Omni, please write to [email protected].
You can manage agents on Freshcaller and Freshchat right from your Freshdesk Omnichannel account. When you need to onboard a new agent, or modify their access across channels, Freshdesk is the only place where you'd need to make changes. Depending on your phone, chat, or ticket volume, you have the flexibility to move agents between different channels.
In this article, we'll talk about how centralized agent management works. For a step by step guide on how to add an agent, head to this article.
Adding and deleting an agent
Agents can be added or deleted to Freshchat or Freshcaller, only from Freshdesk. When you add an agent, you can choose to have them added as agents to your Freshcaller and Freshchat chat account by choosing the "Phone" and "Chat" under the Support Channels section. The role that you choose on Freshdesk will be mapped to the same role on Freshchat and Freshcaller.
Updating an agent's access
Any update to an agent's role on Freshdesk will immediately be synced to Freshchat and Freshcaller. On the other hand, if you change the role of an agent on Freshchat and Freshcaller, it will not be synced to your Freshdesk. Changes that you make on Freshdesk can override any changes you've made on Freshchat or Freshcaller.
If you're not on one of the Omnichannel plans, agent management is not centralized. You'll be able to add and delete agents from Freshcaller and Freshchat . For more details, check this article