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Playvox for Freshchat
Verified by FreshworksIntegrate Playvox WFM with Freshchat to streamline scheduling, forecasting, and agent tracking.
Published by Freshworks(about 22 days ago)
By clicking on "Install", you acknowledge and agree that your access and use of this application will be governed by the developer's terms of service and privacy policy. Freshworks may share your contact and usage information with the developer.
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What is the Freshchat-Playvox Integration?
The Freshchat-Playvox app syncs conversation data and events from Freshchat to Playvox, enabling accurate tracking, performance analysis, and workforce management.
Integration Benefits
- Conversation Interaction Insights: Track events such as first replies, resolution times, and agent activities.
- Streamlined Workforce Management: Use real-time chat data to enhance scheduling and forecasting.
- Resolution Tracking: Log the first resolved time and the agent responsible for resolution.
Limitations
- Updates to agent or group properties in conversation are not synced.
Interactions for statuses other than "Open" or "Resolved" are not created.
- Handle time for post-resolution activities is not recorded.
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Step 1:
To install Playvox from the Freshchat/Freshdesk Omni marketplace, an admin needs the following details:
From Playvox:
To get these details, in Playvox, the admin must navigate to Admin → Integrations → oAuth Tokens → Add New
1. Client ID:
Admin to give this name while creating the OAuth token
2. Secret:
Generated while creating the OAuth token
3. Domain(Tenant) URL:
The URL that is used to access your Playvox instance
From Freshchat/Freshdesk Omni:
Freshchat Domain & API Key:
To get these details, in Freshchat/Freshdesk Omni, navigate to Admin → API settings
Step 2:
Admins would be able to choose the data that needs to be synced from Freshchat:
Sync Freshchat Agents:
1. Ensures that users who are both part of Freshchat and Playvox are mapped for sending data. The email ID of the agent will be used for integration/agent alias in Playvox
2. Once the toggle is enabled, click on ‘Sync agents’ for the sync to happen
3. If you add new agents to Freshchat, go to the manage apps section, click on 'Edit Settings', and then click on 'Sync agents'.
Sync Freshchat Agent Status:
This option sends the real-time availability status of agents to calculate Occupancy and Adherence.
Sync Freshchat Conversations:
Send conversation data to Playvox for scheduling and forecasting
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