In this guide, you will learn how to automatically trigger a CloudTalk VoiceAgent call from Freshdesk using Automation Rules. The Trigger Webhook action gives you full control over the HTTP method, URL, headers, and body, so calls can be initiated directly from ticket events.
User level: Admin
Before you start
You will need:
A CloudTalk VoiceAgent already created (note the VoiceAgent ID)
CloudTalk API credentials (API Key and Secret) found in Company Settings > Integrations > API (How to access and generate your CloudTalk API keys)
A Freshdesk Pro plan or above
A phone number available on Contact records
Generate the Authorization header
CloudTalk uses Basic Authentication for API requests.
Enter your CloudTalk API Key as Username and your API Secret as Password
Copy the generated value. It looks like:
Basic XXXXXXXXX
Note: Freshdesk also accepts a plain username/password combination in the webhook configuration, so the Base64-encoded header is optional. Either approach works.
Set up the integration
Create the Automation Rule
1. In Freshdesk, go to Admin > Automation > Ticket Creation (or On Ticket Update, depending on when you want calls triggered)
2. Click Start from scratch
3. Set your conditions, for example:
Ticket is created
Contact phone is present
Tag contains
voiceagent
4. Under Actions, click Add action > Trigger Webhook
5. Configure the webhook:
Field | Value |
Request type | POST |
URL |
|
Encoding | JSON |
6. Under Custom Headers, add:
Authorization>Basic XXXXXXXXXContent-Type>application/json
7. Under Content (Advanced), paste the following body:
{
"call_number": "{{ticket.contact.phone}}",
"voice_agent_id": "YOUR_VOICE_AGENT_ID"
}call_number and voice_agent_id are the only mandatory fields. You can also pass optional call_properties such as system prompt variables and output variables, depending on your VoiceAgent configuration. Learn what to include
8. Click Preview and save, then activate the rule.
Test and verify
Create or update a ticket that matches your trigger conditions
Go to Admin > Automation and check the rule's execution log
Verify in CloudTalk that the VoiceAgent call was initiated
You're all set! 🚀 Your Freshdesk automation rule will now trigger a CloudTalk VoiceAgent call whenever a ticket meets your chosen conditions.
💡 API Limits to Keep in Mind
To avoid failures or throttling, make sure your Freshdesk automation handles call distribution carefully. Use delays or scheduling logic where needed, as the standard API rate limit (60 requests per minute) applies to the VoiceAgent endpoint.
Troubleshooting
Error | What to check |
401 Unauthorized | Regenerate and re-enter the Authorization header |
400 Bad Request | Ensure the phone number is in E.164 format ( |
Rule not triggering | Confirm all conditions are matched and the rule is enabled |
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