Freshcaller
By Freshworks Inc.
Register for a Freshcaller account using your email address. Activate your account via the email link and set a password to access your Freshcaller dashboard.
Log in to the platform as an admin. Add credits if required and review recommended browser and network settings for optimal call quality (preferably Google Chrome and microphone permissions).
Buy local, toll-free, vanity, or international phone numbers directly from the dashboard. If desired, initiate porting of existing numbers into Freshcaller (porting timelines may vary based on providers, but account setup continues in parallel).
Invite users/agents by email. Assign roles and organize agents into teams best suited for your support or sales operations.
Configure working hours and shifts for your teams and numbers, including setting up business hours for each number as needed. This ensures calls are routed appropriately during different time zones and operating periods.
Design your call flow by setting up call queues and IVR (Interactive Voice Response) menus for effective call routing and management. Customize hold messages, prompts, and routing rules based on your workflow.
Connect Freshcaller with Freshdesk, Freshsales, or other business applications to unify call tracking and workflows. This can generally be done in a few clicks via integrations.
Agents log in, set their availability, and are guided to use browser or mobile apps to handle calls. Training is minimal due to the platform’s intuitive design, usually involving simple steps like setting up contacts and handling inbound/outbound calls.
Conduct internal test calls to ensure numbers, routing, IVR, and team queues work as configured. Adjust for any necessary business requirements before going live.
Freshcaller offers a broad range of customization features, enabling organizations to configure the platform precisely for their unique workflows, branding, compliance needs, and operational models. Below are the principal areas where Freshcaller can be tailored to specific business requirements:
Multi-Level IVR Design: Freshcaller allows admins to create advanced, multi-level interactive voice response (IVR) menus using both keypress and speech-enabled options. Businesses can set up personalized caller journeys by creating branching logic that routes callers to the appropriate team, department, or queue based on their input or spoken commands.
Drag-and-Drop Call Workflows: Call flow configurations are managed via an intuitive drag-and-drop interface, enabling quick customization and update of call routing, queue behavior, business hour or holiday handling, fallback rules, and custom actions.
Custom Routing Automation: Through routing automation, admins can define custom call handling logic, such as routing VIP callers to special queues or integrating with external systems to determine next actions. It’s possible to build serverless custom apps for more advanced routing needs, embedding tailored business rules into call flows.
Custom Greetings and Announcements: Organizations can create and upload custom messages, announcements, and ringtones for each number. Options include recording your own greeting, uploading audio/music files, or generating messages via text-to-speech (in different voices and languages).
Dynamic and Personalized Prompts: Custom messages can be tied to business hours, holidays, queues, or call events, providing callers with branded, relevant experiences at each touchpoint.
Ringtones Customization: Each phone number can have its own ringtone, which may be a customized tune or branded message, further personalizing the caller’s experience.
Custom User Roles: Admins can assign different roles—such as Account Admin, Admin, Supervisor, and Agent—each with specific permissions. Larger deployments can even tailor access controls and data visibility for team leads or supervisors, facilitating data scoping and compliance.
User-level Configurations: It’s possible to set up individualized user settings, such as specific working hours, availability, and call handling preferences.
Custom Report Builder: Freshcaller provides both standard and customizable reports. Admins can create new reports from scratch, choose data visibility (private or organization-wide), drag and drop widgets, select visualizations, and combine a variety of metrics to align with business-specific KPIs.
Widget-Level Customization: Reports and dashboards allow editing of background color, border style, widget order, and chart types, creating highly tailored analytics views.
Marketplace and API Integrations: Freshcaller supports native integration with a wide array of business tools and CRMs, as well as custom apps built via its developer platform. Organizations can connect Freshcaller to their internal business systems or automate actions, such as syncing contacts, logging calls, or triggering external workflows.
Routing Automation with Custom Apps: Developers can build custom apps to execute specialized workflows during call handling—for example, querying an internal CRM or database before routing the call, or customizing post-call outcomes.
Customizable Portal Elements: While primary branding is prominent in Freshchat, Freshwork's platforms generally allow for custom logos, color schemes, themes, and even vanity URLs to ensure the end-user interface reflects company identity.
Messages and Notifications: Configure welcome messages, caller IDs, and customer notifications to be consistent with your branding and tone.
Business Hour and Holiday Rules: Easily configure complex custom routing, hold messages, or different workflows for various business hours, weekends, or holidays.
Call Queue and Escalation Rules: Control ring groups, simultaneous ringing, maximum wait times, call blasting, and smart escalations (e.g., if/then rules for unanswered calls or priority routing for VIPs).
No Setup Fees: Freshcaller does not charge a separate setup fee. The platform is designed for fast, hardware-free deployment, allowing customers to get started by simply signing up and configuring the system online.
Included in Subscription: All ongoing maintenance, updates, feature enhancements, and security patches are included in the monthly or annual subscription fees. There are no hidden maintenance or system management charges for standard cloud-based use.
Standard Support: Email support and access to knowledge base resources are included with all plans, including the free tier. Paid plans (Pro and Enterprise) include higher-tier support, such as 24/7 access, at no additional cost beyond the standard subscription fee.
Premium Support: 24/7 live chat and phone support are included with higher plans. Lower-tier plans may have limited support hours. There are no disclosed premium support surcharges for core customer assistance.
Freshcaller prioritizes an intuitive, simple setup designed for quick onboarding. New users can create an account and set up their cloud-based contact center within a few hours. During onboarding, users are guided through account activation, adding agents, configuring phone numbers, and setting up essential workflows like IVR, call routing, and queues. A variety of materials—including getting-started guides and video tutorials—are available to streamline first-time setup and help agents become productive fast.
Guides and Documentation: Freshcaller provides a comprehensive knowledge base containing user guides, setup instructions, and FAQs. The Freshcaller Agent Guide covers everything from basic call handling, transferring, and recordings, to IVR configuration and monitoring dashboards.
Video Courses and Tutorials: Online courses, such as those from Freshworks University, take users through platform capabilities, core features, and best practices—especially how to leverage integrations with other Freshworks products like Freshdesk.
Community Forums: Users have access to Freshworks Community forums where product experts and fellow users discuss best practices, share tips, and troubleshoot issues.
Chat, Email, and Phone Support: New users have access to responsive support via live chat, email/help desk channels, and phone support. Highly rated for its prompt responses, the support team is available to assist with onboarding, troubleshooting, and ongoing queries at all stages of usage.
24/7 Live Representative: For critical or urgent issues, 24/7 live rep support ensures that assistance is available around the clock.
In-Platform Help: The Freshcaller interface provides contextual help and pop-up guides, making it easy for users to get assistance without leaving the platform.
Self-Assessment and Skill Building: Training includes features for self-assessment and continuous learning—agents can interpret live reports, review call metrics, and use dashboards to monitor and guide their own workflows.
Agent Workshops: Companies onboarding multiple agents may request dedicated training or orientation sessions to ensure teams are fully equipped to use advanced call center functions, custom workflows, or integrations with Freshdesk and CRM tools.
Freshcaller, part of the Freshworks suite, implements a robust set of technical and organizational controls to protect customer and business data. Here’s an in-depth look at the security measures provided:
Data at Rest: All call data—including call metrics, notes, and recordings—is encrypted at rest using strong encryption protocols (AES-256) to prevent unauthorized access if storage systems are compromised.
Data in Transit: Communication between users and Freshcaller’s servers is protected with TLS 1.2 or higher, ensuring data is encrypted during transmission and shielded from eavesdropping.
Role-Based Access Controls: Administrators can set granular, role-based permissions so only authorized personnel can access sensitive features (e.g., call recordings, notes), essential for privacy and regulatory compliance.
Authentication Policies: The platform supports strong password policies, single sign-on (SSO), IP whitelisting, and session management to control access to the system.
GDPR Compliance: Freshcaller is fully GDPR-compliant, ensuring lawful collection, processing, and deletion of personal data. Customers have the right to access, correct, and delete their data per GDPR guidelines.
HIPAA Compliance: For healthcare organizations, Freshcaller supports HIPAA compliance (Enterprise plans), with the option to execute a Business Associate Agreement (BAA) and specialized controls for handling protected health information (PHI).
PCI DSS and SOC 2, ISO 27001/27701: Freshcaller's parent, Freshworks, maintains PCI DSS, SOC 2, and ISO 27001/27701 certifications, indicating adherence to high standards of data security, auditability, and privacy in processing sensitive information such as payment data. PCI data is stored in a dedicated, highly secure environment, separate from main production systems.
Comprehensive Data Deletion: Administrators and supervisors can swiftly delete call notes, recordings, and related phone data. When a Freshcaller account is closed, all its associated data is wiped from Freshcaller databases to guarantee data privacy and support regulatory requirements.
Automated Redaction: The platform integrates with apps like VoiceBase to automatically redact sensitive payment-related data from call recordings, supporting PCI DSS compliance for organizations handling such information.
Encrypted Backups: Freshcaller maintains continuous and daily encrypted backups in geographically diverse data centers to support failover and data recovery needs. Backups are encrypted with AES-256 and maintained per strict retention policies
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Freshcaller operates as a modern, cloud-based SaaS platform and delivers updates on a regular, ongoing basis. While there isn’t a rigidly fixed schedule publicly committed—such as a weekly or monthly cadence—Freshcaller routinely rolls out improvements, bug fixes, and new features throughout the year. Updates are driven by customer feedback, evolving industry practices, and internal product development, with recent upgrades and enhancements communicated via product blogs, release notes, and support channels.
Cloud-Based, Automatic Deployment: All Freshcaller updates are centrally managed and automatically deployed through the Freshworks cloud infrastructure. This approach means users always access the latest version of the platform without needing manual software installations or intervention. Updates are seamlessly applied in the background, ensuring minimal disruption to ongoing business operations.
Transparent User Communication: Freshcaller publishes clear, detailed release notes and product update announcements. These are accessible through official support portals and help users stay informed about enhancements, new features, and any changes to workflows or the user interface.
Seamless and Non-Disruptive: Updates are designed to be non-intrusive, with all improvements delivered in a way that avoids service downtime. Users can immediately benefit from new features and fixes as they become available.
Support for New Features: Following an update, associated help documentation and knowledge base articles are refreshed to reflect recent changes. Should users encounter questions or require guidance on the new capabilities, multi-channel customer support is available.
Customer Control: Freshcaller, operated by Freshworks, affirms that customers retain ownership and control over their service data, including call logs, recordings, and customer records. The platform acts as a “data processor,” handling data solely to provide and improve the service, while the customer remains the “data controller.”
Use of Data by Freshworks: Freshworks may access and process customer data only as necessary to ensure service functionality, security, or technical support and to comply with legal or contractual obligations. Any access by third parties (such as sub-processors providing infrastructure or analytics) is strictly limited, subject to confidentiality agreements, and disclosed transparently in the privacy policy.
Transfer and Sharing: Customer data is not sold or shared with unaffiliated third parties except as required to provide the service, comply with the law, or if Freshworks undergoes a business merger or acquisition. Customers are notified in advance if such a transfer occurs, by legal requirements.
Deletion and Retention: Data associated with a Freshcaller account is retained only while the account is active. Upon cancellation or on request, Freshworks deletes customer data from active databases and then from backups following a defined retention window in compliance with privacy regulations.
Right to Access and Export: Customers have the right to access and export their data from Freshcaller. This right is provided by applicable laws such as GDPR, which requires that data be made available in a structured, commonly used, and machine-readable format upon request.
Requesting Data Portability: Data portability requests can be initiated through Freshcaller's support or customer channels. The exported data is typically delivered in a format that allows customers to seamlessly transfer their service records, call histories, and related information to another provider or to their own systems.
Freshcaller is designed to provide organizations with flexible, scalable telephony as their business needs evolve. The platform’s pay-per-agent subscription model and intuitive admin controls allow businesses to quickly expand or reduce capacity with minimal friction.
Per-Agent Subscription: Freshcaller charges on a per-agent basis with monthly or annual billing, allowing you to add or remove agent seats at any time. This pay-as-you-go approach ensures you only pay for the number of active users needed during each billing period, supporting both rapid growth and temporary scaling down.
Instant Upgrades and Downgrades: You can upgrade your plan instantly to access additional features or increase your agent count as your organization grows. Downgrading—either to a lower plan or fewer licenses—can also be managed via the Freshcaller admin dashboard and takes effect at the end of the current billing cycle.
Day Passes for Temporary Agents: Freshcaller uniquely offers “Day Passes,” allowing you to add occasional agents for short-term spikes in call volume. Day Passes are billed only for the day(s) used and are available on Growth, Pro, and Enterprise plans, making it cost-effective to handle seasonal surges or special campaigns without subscribing to additional full-time licenses.
Admin Dashboard Controls: Scaling operations can be managed directly from the admin dashboard, including adjusting agent count, modifying user roles, and enabling or disabling features as needs change. These changes are applied swiftly, and billing automatically updates for the next cycle to reflect your current usage.
Automatic Renewal
Freshcaller, as a product of Freshworks, typically uses an automatic renewal policy for all paid subscriptions. Unless you cancel the subscription before the end of your current billing period, it will renew automatically for the same duration (monthly or annual).
Subscription renewal charges are billed automatically to the payment method on file. Freshcaller notifies users in advance of upcoming renewals, especially for annual plans.
Pricing, features, and terms may change upon renewal. Freshworks reserves the right to update subscription fees and plan features. If material changes are made to terms, customers are notified before the next renewal.
Users can review and manage subscription details, including renewal settings, from the Freshcaller admin dashboard.
If you intend to disable auto-renewal or do not wish to continue your Freshcaller subscription, you must cancel before the end of your current cycle. For annual plans, it’s advisable to provide notice at least one week before renewal to avoid unwanted charges.
Customers can update payment information at any time prior to renewal to ensure uninterrupted service. If a payment fails, Freshcaller provides a grace period to resolve payment issues before suspending or terminating the service.
Customer-Initiated Cancellation
You may cancel your Freshcaller subscription at any time via the admin console or by submitting a written request to Freshworks support. Cancellation takes effect at the end of the current paid period. You will retain access to all paid features until the period concludes; no partial refunds are provided for unused time.
Upon cancellation, the subscription will not renew in the next cycle. Your account may be downgraded to a free or limited plan, retaining access only to basic capabilities or restricted data as per Freshcaller's data retention policy.
Refunds Generally, Freshcaller does not offer refunds for partial months or unused portions of annual subscriptions. There may be exceptions if Freshworks fails to deliver contracted services or if required by law.
Data Retention and Deletion After cancellation, Freshcaller retains your account data for a specified period (typically 30–90 days), allowing customers to export or review information. After this retention period, data is permanently deleted from Freshcaller’s systems in compliance with privacy standards and legal obligations.
Termination for Breach or Non-Payment Freshworks reserves the right to suspend or terminate services immediately for violations of the terms of service, prolonged non-payment, suspected fraudulent activity, or breaches of acceptable use. In such cases, all outstanding charges remain due, and access is revoked once the period concludes.
Freshcaller, as part of the Freshworks suite, is developed with strong data protection, privacy, and regulatory compliance measures. The platform adheres to multiple international standards and frameworks to ensure its customers’ data is managed securely and lawfully.
Freshcaller is fully compliant with GDPR, providing features that support lawful data management, user consent, auditability, the right to be forgotten, and the ability to respond to data subject requests for EU residents. This includes clear data processing, export, correction, and deletion tools.
On select (typically Enterprise) plans, Freshcaller supports HIPAA compliance for handling protected health information (PHI) in the US. A formal Business Associate Agreement (BAA) can be executed, and the platform provides encryption, access controls, and audit logging to meet HIPAA requirements for healthcare clients.
Freshworks, Freshcaller’s parent company, maintains SOC 2 certification, which demonstrates that the organization meets strict criteria for the security, availability, and confidentiality of customer data. This is verified through third-party audits and is especially relevant for businesses in regulated sectors.
Freshcaller inherits Freshworks’ ISO 27001:2013 (Information Security Management System) and ISO 27701 (Privacy Information Management) certifications. These internationally recognized standards assure customers of robust information security policies for protecting data confidentiality, integrity, and availability.
For customers handling payment data, Freshworks operates a PCI DSS-certified environment. Call recordings and notes related to payment information can be redacted or excluded to support compliance in call centers that take credit card details.
