Open for Freshcaller

Freshcaller (rebranded as Freshdesk Contact Center inside Freshworks' suite) is a closed cloud call center — there's no externally exposed SIP for third-party AI integration. The supported integration pattern is forwarding: in Freshcaller's IVR (Smart IVR) or call queue overflow rules, a branch forwards to an external phone number that Open answers.

Practically, you provision an Open inbound number, then add it as the forwarding destination on the IVR branch you want AI'd. Freshcaller passes the original caller's number through so the AI knows who it's talking to. Only those calls take the detour; the rest keep flowing to your Freshworks team unchanged.

What the AI does on the call: it greets, listens, reasons over your knowledge base and connected tools (Freshdesk, Freshsales, Freshchat — plus the Freshworks API for ticket / contact lookups), and acts. When the AI needs a human, it warm-transfers back to your Freshcaller team via PSTN bridge with the live transcript attached as a Freshdesk ticket comment.

Freshcaller's call analytics keep working for the legs Freshcaller handled. Open adds AI-side reasoning traces, transcripts, and outcome tags on its side, so you can compare resolution rate and AHT cleanly.

Billing stays predictable. Freshworks continues to invoice your seats and the minutes for the legs it handles. Open charges per resolved conversation, with no markup and no extra Freshcaller seats for an AI front-line.