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Integrating SailPoint with Freshcaller

Freshcaller is Freshworks cloud call-center software (also marketed as Freshdesk Contact Center). It manages users (agents), roles, and teams that control who can take and administer calls. This document covers how to configure a new direct connection between SailPoint and Freshcaller for Quick Compliance. For a reference to the terminology specific to SailPoint products, refer to Source and Connector Definitions.

Note

To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the SaaS Release Notes page.

Supported Features

The Freshcaller connector supports the following:

Account Management

  • Aggregate Users

Entitlement Management

  • Aggregate Teams

Note

This connector is read-only. It supports test connection, account aggregation, and entitlement aggregation for Quick Compliance. Provisioning, de-provisioning, and write operations are not supported. Role names come from the user role field. There is no separate roles-list endpoint. Team membership on each account is mapped through the multi-valued team_id entitlement attribute.

Important

Quick Compliance connectors have the following manual aggregation limits within a 24-hour period:

  • Organization Admins: Limited to 3 manual account or entitlement aggregations per day per source. This limit is cumulative across all admins in the organization.
  • Regular Users: Limited to 1 manual account or entitlement aggregation per day per source.

These limits ensure that individual compliance statuses are kept up to date while maintaining continuous compliance monitoring. If you need to run additional aggregations beyond these limits, contact SailPoint Support.

Prerequisites

Before you configure the Freshcaller connector, ensure the following requirements are met:

  1. Sign in to Freshcaller. For a CRM-bundled account, that is typically https://<bundle>.myfreshworks.com.
  2. Note the Base URL. For CRM + Phone, use https://<bundle>.myfreshworks.com/crm/phone/api/v1. Do not use a sample tenant hostname.
  3. Copy the API key from Freshcaller Profile Settings (YOUR API KEY). On a CRM-bundled tenant, Profile Settings > API Settings also shows the connected Phone / Freshcaller key. The connector sends this value as X-Api-Auth.

  4. Record the following values for connector configuration:

    • Base URL
    • API Token

Note

  • Authentication type is Custom Authentication. Leave Username, Password, and Resource Owner Username blank.
  • Use Accept: application/json on every operation.

Required Permissions

Aggregation is read-only. The API key must belong to a user who can list users and teams. Use a key from an Account Admin. Built-in roles observed include Account Admin and Supervisor. For more information about Freshcaller, refer to the official Freshcaller API documentation.

Note

The linked document is not maintained by SailPoint and is subject to change without notice.