Pushing a ticket or customer contact to an agent in Freshworks with CTI (V2)

When agents take an incoming call, the best-case scenario is that they have access to the caller information as soon as the call is briged with as little effort and as quickly as possible. Therefore, babelforce offers a solution to push the contact page of the customer or the ticket that has been created for the incoming call to the agent answering the call. Sounds great, right? Let's have a look at how this works:

We will need the following babelforce tools:

  • a CTI integration
  • a Freshwoks integration
  • an Automation to open a ticket in Freshworks once the call is created or bridged
  • an Automation to push the ticket or contact

First, you have to add the Freshwoks integration to your babelforce account. If you haven't done that yet, click here for a step-by-step instruction.

Also, you will need a CTI integration. Don't worry, this is super easy - just go to Integrated processes > Integrations and click on "Add" and "CTI". Give it a name and save.

Now, we have to set up the Automations:

Therefore, click on Integrated processes > Automations.

The automation for opening a ticket in Freshworks should look something like this:

mceclip0.pngmceclip1.png

For a more detailed introduction, head over to this article explaining how to open tickets in Freshworks.

Now, let's have a look at the CTI Automation for pushing a ticket to an agent. We want this to happen on the Event call bridged and we select the Action "Push event" of the Section "CTI". Let's choose the Trigger "Always". Insert your CTI integration and the name "freshdesk" (written exactly like this). If we want to push the ticket, we need to add the data "ticket" and the placeholder for the Frewhworks ticket ID which is {integration.freshdesk.ticket.id}. Your Automation should look like this:

mceclip2.png

If you want to push the contact page, just replace the data field by "contact" and add the placeholder {enduser.id}.

Save the Automation and you're done!

Please note, that the Automation only works with our new Freshworks babelConnect App. Have a look at this article if you didn't install it yet.

 

Have more questions? Submit a request