Prerequisites

• A Ringover Business account or higher.
• An administrator or technical account in Ringover.
• An administrator account in Freshservice.

1. Call types: Define and manage categories for inbound, outbound, or missed calls.
2. Include recordings in call logs: Select which call audio recordings (e.g., "All files") are attached to call logs.
3. Restrict access to recordings: Toggle switch to limit user permission to access call recordings.
4. Phone numbers: View and manage connected phone lines or select specific numbers.
5. SMS messaging numbers: Select and manage phone numbers designated for SMS messaging.
6. Link users with an account: Map Freshservice users or agents to their corresponding system account via "Manage users".
7. Assign missed IVR calls to: Choose a specific user or team member (e.g., "Add user") to assign unhandled IVR calls.

   

8. Log internal calls: Toggle switch to automatically log internal team calls within Freshservice.
9. Include Ringover summaries in call logs: Toggle switch to attach Ringover call summaries to call logs.
10. Include scenario name in call logs (for incoming IVR calls): Toggle switch to append the specific IVR scenario name to incoming call logs.
11. Type of ticket created: Choose the default ticket record type created for logged interactions (e.g., "None").
12. Logs display language: Select the language used to display call log information (e.g., "en").
13. Ticket priority: Select the default priority level assigned to newly created tickets (e.g., "Low").
14. Log WhatsApp messages: Toggle switch to automatically save WhatsApp chat messages to CRM logs.
15. Create contact for calls: Choose when new contacts are automatically created during calls (e.g., "All calls").
16. Create contact for SMS messages: Choose which incoming/outgoing SMS messages trigger automatic contact creation (e.g., "All").

17. Create contact for WhatsApp messages: Toggle switch to automatically generate new Freshservice contacts from WhatsApp conversations.
18. Sync contacts (v4): Toggle switch to enable general contact synchronization with Freshservice.
19. Sync contacts on a call-by-call basis: Toggle switch to execute contact synchronization individually as each call occurs.
20. Display contact's info during call and only store their info if call-by-call basis is activated: Toggle switch to show contact details on the dialer during calls while conditionally restricting data storage unless call-by-call sync is enabled.
21. Tickets: Section to configure the ticket pipeline where calls, SMS, and WhatsApp messages will be logged via "Configure".
22. Mapped fields: Select Freshservice fields to display in the dialer's Info section via "Add or edit fields".