In this guide, you will learn how to automatically trigger a CloudTalk VoiceAgent call from Freshworks CRM (Freshsales) using Workflow Automations.
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 Freshworks CRM Growth 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: Freshworks CRM also accepts a plain username/password combination directly in the webhook configuration, so the Base64-encoded header is optional. Either approach works.
Set up the integration
Create the Workflow Automation
1. In Freshworks CRM, go to Admin Settings > Teams & Territories > Workflows
2. Click Create your own workflow
3. Choose module: Contacts (or Accounts / Deals)
4. Set the trigger event, for example:
Contact is created
Field is updated (e.g. status changes to "Interested")
5. Add conditions to filter which records trigger the call (e.g. mobile number is present)
Add the Webhook Action
1. Under Actions, click Add Action > Webhook
2. Configure the webhook:
Field | Value |
Request type | POST |
URL |
|
Authentication | Username / Password (Client ID / Client Secret) |
Encoding | JSON |
3. Under Request body (Advanced), paste the following:
{ "call_number": "{{contact.mobile_number}}", "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
4. Click Save and then Enable the workflow.
Test and verify
Create or update a Contact that meets your trigger conditions
Go to Admin Settings > Automations > Workflow logs and check the execution status
Verify in CloudTalk that the VoiceAgent call was initiated
You're all set! 🚀 Your Freshworks CRM workflow will now trigger a CloudTalk VoiceAgent call whenever a contact meets your chosen conditions.
💡 API Limits to Keep in Mind
To avoid failures or throttling, make sure your Freshworks CRM workflow 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 or credentials |
400 Bad Request | Ensure the phone number is in E.164 format ( |
Workflow not running | Confirm all conditions are matched, the trigger event applies, and the workflow is enabled |
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