Click to Dial from Freshworks

[yamo-mark]

Hi there!

We've recently configured Freshworks CRM integration for a customer running 3CX v18 as per https://www.3cx.com/docs/freshwork-crm-integration/

However, I can't get click to dial to work from within Freshworks. The guide says "Click to Call – Launch calls straight from Freshworks CRM via 3CX, using the 3CX Desktop App for Windows.". The 3CX Desktop App for Windows is installed (v18), but clicking on a number or the call button in Freshworks results in the message "To start making calls, buy a phone number". Is there anything that I am missing?

Thanks in advance!

- Mark

 

[Evolute IT]

You need to set 3CX as the default app for tel: protocol. That's in Windows Settings > Apps > Default Apps > Chose apps per protocol (bottom)

 

[edossantos]

However, I can't get click to dial to work from within Freshworks. The guide says "Click to Call – Launch calls straight from Freshworks CRM via 3CX, using the 3CX Desktop App for Windows.". The 3CX Desktop App for Windows is installed (v18), but clicking on a number or the call button in Freshworks results in the message "To start making calls, buy a phone number". Is there anything that I am missing?

Freshworks by default renders phone numbers as links to call with their platform. You will need to check with them how to disable this. We can't change the behavior of the page if the CRM already provides an action when you click a phone number.

 

[greychain]

https://www.freshworks.com/apps/freshdesk/3cx_click_to_call/

 

[edossantos]

https://www.freshworks.com/apps/freshdesk/3cx_click_to_call/

This extension works with Freshdesk only, not with Freshworks CRM.

 

[greychain]

https://www.freshworks.com/apps/freshdesk/cdc_software_3cx_cti_integration_with_freshdesk/

This works with CRM

 

[yamo-mark]

https://www.freshworks.com/apps/freshdesk/cdc_software_3cx_cti_integration_with_freshdesk/

This works with CRM

Thank you @greychain, I'll inform the customer to try out this app. I noticed this when searching for a solution but assumed that it would only work with Freshdesk and not Freshsales/CRM (via Freshworks), which is what the customer is using.

 

[edossantos]

There is also a new browser extension which you can use for click to call from any website:
https://www.3cx.com/blog/releases/chrome-edge-extensions-beta/