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Amazon Connect by Sandeza
Verified by FreshworksIncrease agent productivity with a seamless Amazon Connect x Freshservice telephony integration.
Published by Sandeza(about 2 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.
The Sandeza’s ARTA Amazon Connect x Freshservice app delivers a seamless telephony integration designed to enhance agent productivity and streamline customer support operations. This user-friendly widget brings the power of Amazon Connect a cloud-based communication platform directly into Freshservice, enabling agents to manage calls and tickets from a single interface.
Key Features:
Unified Call Handling -
Agents can manage both inbound and outbound calls directly within the widget.
In-Call Ticket Actions -
Agents can:
Add notes to an existing ticket during the call
Create new tickets on the fly
Contact Management -
Easily add new Requesters / contacts to the Freshservice directly from the widget.
End Call Summary -
After each call, agents can add end-call notes, including call details and a recording URL for reference.
Recent Call Logs -
Access a list of recent call logs for quick reference and follow-ups.
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Fill in the Installation Page
Instance URL - enter you Amazon Connect instance URL
Freshservice URL - enter your Freshservice domain URL
Freshservice API Key - enter you Freshservice API Key, You may find your CRM API Key by going to profile -> profile Settings -> On the right-hand side, you will find the option to "View API Key."
CloudFront URL - enter the CloudFront URL provided ( CloudFront URL - https://silver-walrus-383503.hostingersite.com)
Click Install
Whitelist Domains in Amazon Connect
You need to open the AWS Connect instance setup page and go to Approved Origins tab & then whitelist the following domains
This link has to be whitelisted in approved origins to enable users to open the Amazon Connect Widget from the CTI location of the sidebar.
Freshservice CTI URL - https://d3h0owdjgzys62.cloudfront.net
Freshservice Domain URL - Kindly whitelist your Freshservice Domain in your Amazon Connect Instance (e.g - https://abc.freshservice.com)
Freshservice CloudFront URL - https://silver-walrus-383503.hostingersite.com
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