Connect Freshcaller to Rig

    Sync your Freshcaller calls, per-call metrics and event timelines, users and teams into Rig. Freshcaller is a separate product from Freshdesk, so it uses its own key from its own profile settings.

    Before you start

    • Use an admin's API key if you want every call. A key from a regular agent sees less.
    • Know your Freshcaller subdomain. For acme.freshcaller.com it is acme.
    • Freshcaller limits API calls per account each minute, by plan: 100 on Blossom, 200 on Garden and 400 on Estate. Your phone tooling shares that limit, and Rig stays below it.

    Step 1: Find your Freshcaller API key

    1. Sign in to your Freshcaller domain.
    2. Click your profile icon on the right of the page.
    3. Click Profile Settings.
    4. Copy the key shown under YOUR API KEY.

    A separate product from Freshdesk
    A Freshdesk API key does not work here. Freshcaller has its own API and its own key.

    Step 2: Connect it in Rig

    Adding a source needs a workspace owner, or a role with the Manage connections permission, on a workspace where you manage your own connections. If the Connectors tab says “Data ingestion for this workspace is managed by Rig”, ask an owner or Rig support to add the source.

    1. In Rig, open Connections, choose the Connectors tab and go to Sources & actions.
    2. Search for Freshcaller, open the card and click Connect.
    3. Freshcaller domain: your subdomain, such as acme. Pasting the full URL also works.
    4. API key: paste the key from Profile Settings.
    5. Click Continue. Rig checks the credentials and lists the streams it can reach, so choose the ones you want and click Connect.
    6. The source then syncs on its schedule, which is nightly unless you change it. To load data straight away, click Sync on its row; Test pulls a small sample first if you want to check the connection.

    What Rig pulls in

    Freshcaller lands in its own freshcaller schema in your warehouse:

    • Calls: every call, with its participants as a child table.
    • Call metrics: per-call metrics and tags, plus each call's event timeline.
    • Users: your agents, with the teams they belong to.
    • Teams: your teams, with their members.

    Freshcaller has no date filter on calls, so each sync re-reads the whole account and updates rows by id. An account of several thousand calls is a handful of requests.

    Good to know

    • Rig keeps rows it has already stored, so a call stays in your warehouse even if Freshcaller later stops serving it.
    • Freshworks has announced that call retrieval through the API will be limited in future. Rig updates rows by id and never replaces the table, so calls it has already stored stay in your warehouse.
    • To disconnect Freshcaller, click the bin icon on the source's row under Sources & actions. Only whoever connected the source or a workspace owner can do this, and data already synced stays in the warehouse.

    What people use this for

    • Measure call handling by agent and team
    • Follow a call through its event timeline
    • Tag and compare call outcomes

    More ideas for using Freshcaller

    Freshcaller documentation

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