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