# 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](<https://documentation.sailpoint.com/saas/help/sources/index.html#source-and-connector-definitions>).

> [!NOTE]
>
> To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the [SaaS Release Notes](<https://community.sailpoint.com/release-notes/saas>) 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](<https://developers.freshcaller.com/api/>).

> [!NOTE]
>
> The linked document is not maintained by SailPoint and is subject to change without notice.