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Connected Apps lets you link external platforms to SquawkVoice so your AI agents can interact with them during calls and conversations. Depending on the integration, connected apps unlock pre-built during-call actions, chat escalation, or telephony routing — all configurable without writing custom API logic.

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Supported Integrations

The following Freshworks products are available to connect:

FreshChat

Connect your Freshchat account to enable chat-channel escalation. When a chat user needs a human agent, the AI can hand the conversation off to the appropriate Freshchat channel.

FreshDesk

Link Freshdesk to give your AI agents pre-built actions for creating and updating support tickets and looking up contacts directly during a call. A Freshdesk connection is also what an email AI agent uses to work a mailbox.

FreshService

Connect Freshservice to give your AI agents pre-built actions for creating and updating IT service tickets and looking up requesters, agents, and groups during a call.

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How Authentication Works

All Freshworks integrations use API key authentication. You will need:
  • Your Freshworks domain (e.g. yourcompany.myfreshworks.com)
  • The API key for your Freshworks account
FreshChat additionally requires:
  • Your Freshchat instance URL (e.g. yourcompany.freshchat.com)
  • An optional Webhook Public Key (PEM format) if you want SquawkVoice to verify incoming webhook payloads from Freshchat
API keys are encrypted at rest. SquawkVoice never exposes a stored key after it is saved — to rotate credentials you must delete the existing connection and create a new one with the updated key.

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Connecting an Integration

  1. Open Studio → Manage → Connected Apps.
  2. Locate the integration card for the platform you want to connect and click Connect.
  3. A dialog will open. Fill in the required fields:
  4. Click Connect. SquawkVoice validates the credentials by making a test call to the Freshworks API before saving.
  5. On success, the connection appears in the Connected Accounts list with the linked email address and the date it was created.
If validation fails, double-check that the domain is entered without a trailing slash and that the API key belongs to an active Freshworks account with sufficient permissions.

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Managing Connections

Open the Connected Accounts drawer from the integration card to view all active connections for a workspace. Who can manage a connection follows account access: an account user manages their own account’s connections, and a partner administrator manages the connections of any account inside their partner. (Before release 2.6.0 a partner administrator could list an account’s Freshdesk and Freshservice connections but every action on a specific one failed with “Connection not found”.)

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Edit Description

Each connection can carry a free-text description. Use this to label connections by environment or purpose (e.g. “Production Freshdesk”, “Staging FreshService”). Click the edit icon next to the connection to update it.

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Disconnect

Disconnecting a connection suspends its use across all agents without permanently deleting the record. The connection is marked as disconnected and can be reviewed later. It will no longer be available to select in agent configuration.

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Delete

Permanently removes the connection and all associated credentials. This action cannot be undone.
Deleting a connection that is actively used by one or more AI agents will break any action or escalation that relies on it. Review which agents reference the connection before deleting.

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Reconnecting

Because Fresh integrations use API key authentication, the Reconnect option is not available. If you need to update credentials:
  1. Delete the existing connection.
  2. Create a new connection with the updated API key.

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Using a Connection in During-Call Actions

After connecting an integration, its pre-built actions become available to add to any AI Agent via the Integrations button in the During-Call Actions tab.

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Adding Integration Actions

  1. Open the agent in Studio and go to Actions → During Call.
  2. Click the Integrations button (next to “Create New Action”).
  3. In the drawer that opens, select the integration you want to use from the dropdown (e.g. Freshdesk).
  4. Browse the list of pre-built actions available for that integration (e.g. “Create Ticket”, “Update Ticket”, “Create Contact”). Each action shows its name and a description.
  5. Check the action you want to add. A creation drawer opens with the action’s name, description, and parameters pre-filled from the integration schema.
  6. Review the pre-filled configuration. You can edit the action name and description, and customise parameter definitions — but the default parameters required by the integration cannot be removed.
  7. Click Save. The action is created with a linked flow and appears in the during-call actions list, tagged with the integration’s icon.
Parameters are copied from the integration’s schema at the moment you add the action, and stay with that action afterwards. When an integration gains a new parameter, existing actions keep the ones they were created with — re-add the action to pick up the change. For example, resolving or closing a Freshservice ticket needs the Resolution notes parameter, so an Update Ticket action built before it was introduced will need re-adding.Corrections to the description of a parameter an action already has are applied automatically — you don’t need to re-add the action. The updated future-only guidance on the Google Calendar Create Event and Update Event start time is one such correction.

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How Integration Actions Work at Runtime

Integration actions are invoked the same way as custom during-call actions — the AI calls the action based on caller intent. The linked flow handles the integration API call using the connected credentials, then returns results back to the agent to speak.
See During-Call Actions for a full guide on flows, nodes, and runtime behaviour.

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FreshDesk — Email Agents and Automation Rules

A Freshdesk connection does two jobs. It gives your AI agents the pre-built ticket and contact actions described above, and it is what an email AI agent uses to work a mailbox. Once Freshdesk is connected, tick a mailbox in Build → AI Agents → Email Configuration → Inbox and the agent starts picking up new tickets there and replying in the thread. Until a Freshdesk connection exists, that panel reads “No Freshdesk accounts connected”.
Full setup instructions are covered in Email Agents.

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Automation Rules SquawkVoice Manages for You

So that the agent sees new tickets as they arrive, SquawkVoice creates and maintains two automation rules inside your own Freshdesk account. They are managed for you — there is nothing to write, and you should not rename, reorder, edit, or delete them. Both carry a [DO NOT DELETE, DO NOT REORDER] marker in their name, and both are pinned to position 1 so that reordering rules in Freshdesk cannot stop the agent seeing new tickets.
Check your Freshdesk rule order after this release. Because the shape of these two rules changed, both are deleted and re-created the next time each connected mailbox syncs after the upgrade — and they will land above your own automation rules. If you rely on one of your own rules running first on the same tickets, review the order in Freshdesk afterwards and adjust your rules accordingly. Where an account rejects the pinned position, the two rules are re-created without a position, so coverage is never lost.

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FreshChat — Additional Setup for Chat Escalation

FreshChat requires one extra step after connecting: you must link the connection to a specific AI Agent before the escalation feature becomes active.
  • Navigate to the AI Agent and open the Handoff section, then select the Chat tab.
  • Under Handoff Platform, select the Freshchat connection to use. (This used to sit under Chat Configuration → Widget Config → Agent Escalation.)
  • Click Refresh from Freshchat to pull the latest channels from your account.
  • Review or edit the AI-generated channel descriptions to guide the agent on when to route to each channel.
Full setup instructions are covered in Chat Escalation with FreshChat.