The Google & Office 365 Calendar integration works on a per-user basis and each individual has to go to the "My Profile" page and enable the Calendar OAuth. If you have enabled Calendar OAuth already notified us, consider your Calendar integration setup process to have begun.
How Calendar Integration Works?
It picks the email of the attendee and looks for that user's email within Freshdesk Customer Success. If the user exists it will record the following within the UI:
- date of the meeting
- start time
- duration of the call
- attendee name
- minutes in the meeting
Note that we will not be able to show the actual duration for each attendee but assume they all attend the whole session. Calendar meetings will be stored as account interactions in Freshdesk Customer Success with source "Google Calendar" or "Outlook 365".
How Calendar Meeting is Matched to an Account?
Meetings can be matched and associated with their respective accounts via methods listed below in the order of priority:
Freshdesk Customer Success will attempt a direct match using the email id of the attendee if the email id exists for a registered user of your accounts in your instance of Freshdesk Customer Success.
For example, your customer "Acme" has a user with the email id "email@example.com" who participated in the meeting. If a user with the same email id "firstname.lastname@example.org" exists in Freshdesk Customer Success under the account "Acme", then it will be a direct match and the Meeting/Interaction will be associated with the "Acme" account.
Email Domain Match
Single Account Domain Match: If the user does not exist in Freshdesk Customer Success, we will attempt to match based on the email domain. If we find only 1 account with the particular domain name, we will associate the interaction with that account. For example, Freshdesk Customer Success will look for a user with the email domain acme.com. If a match is found, the meeting would be added to the account with the domain acme.com.
Multiple Account Domain Match: If Freshdesk Customer Success attempts a match on the domain and there is more than one account having the same domain, we will not associate the interaction with either account as our system would not know how to choose.