In this guide, you will learn how to automatically trigger a CloudTalk VoiceAgent call from Freshservice using the Workflow Automator.
User level: Admin
Note: Use the Web Request Node, not the Trigger Webhook node. The Web Request Node waits for the API response and supports JSON response parsing, so you can catch errors. The Trigger Webhook node is fire-and-forget and does not confirm success.
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 Freshservice Pro plan or above
A phone number available on Requester records
Locate your CloudTalk credentials
The Web Request Node has a built-in Basic Auth form, so no pre-encoding is needed.
In CloudTalk, go to Company Settings > Integrations > API
Note your API Key ID -- this will be the Username
Note your API Secret -- this will be the Password
Set up the integration
Create the Workflow
1. In Freshservice, go to Admin > Workflow Automator
2. Click Create > Workflow
3. Set the Event trigger, for example:
Ticket raised
Ticket updated (status changes to Pending)
Requester replies
4. Add conditions to filter which tickets trigger the call (e.g. requester phone is present, specific category)
Add the Web Request Node
1. Click + to add an action block
2. Select Web Request Node
3. Configure the node:
Field | Value |
Request type | POST |
Endpoint |
|
Credentials | Inline Credential |
Authentication | Basic Auth |
Username | Your CloudTalk API Key ID |
Password | Your CloudTalk API Secret |
Headers |
|
4. Under Request body, paste the following:
{
"call_number": "{{ticket.requester.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
5. Connect the node to the trigger and click Activate
Test and verify
Create or update a ticket that meets your trigger conditions
Open Workflow Automator and check the run history
Verify in CloudTalk that the VoiceAgent call was initiated
You're all set! 🚀 Your Freshservice workflow 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 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 your API credentials in the Basic Auth fields |
400 Bad Request | Ensure the phone number is in E.164 format ( |
Workflow not triggering | Check that the event conditions match your test ticket and that the workflow is activated |
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