> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Freshsales (Freshworks CRM)

> Configure data exchange between CloudTalk and Freshsales to ensure your data stays up to date.

> [!NOTE]
>
> In this guide, you will learn how to connect Freshsales (Freshworks CRM) with CloudTalk and configure call and SMS logging.

**User level:** Admin

***

> [!WARNING]
>
> In the CloudTalk Dashboard, **Freshworks CRM** refers to the same integration as **Freshsales**.

## Prerequisites

Before you begin, make sure you have:

* A **CloudTalk Essential, Expert, or Custom plan**

* An active **Freshsales account** with **Admin** access

* The email address you use in CloudTalk must match exactly with the email address in your Freshsales account. If the emails do not match, synchronization will not work correctly.

## Configure Freshsales

### Get Your Freshsales API Key

1. In Freshsales, copy your **API key**

2. Follow this guide if needed: [How to find your API key](https://crmsupport.freshworks.com/support/solutions/articles/50000002503-how-to-find-my-api-key-) in Freshworks CRM (Freshsales).

You will use this API key during the integration setup.

### Add Freshsales Integration in CloudTalk

1. In your CloudTalk Dashboard, go to **Settings > Integrations**
2. In the **Add Integration** section, find **Freshworks CRM**
3. Click **`+ Add`**

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/c9a7d14a207c-screenshot-2026-04-13-at-12-16-59.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=cd047e6fcb5678d2b3c9c463eb7ebfc7)

4. In the **Workflow Settings** section, click **New Authentication.**

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/112865a9f2b0-image.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=62c967fd5cf2d72a77ece3723152b237)

5. Enter your Freshsales **Domain** and **API Key**, and click **Create**.

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/82ad7b371e81-untitled-1.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=f52c18accf0a630c65217213c73b7b3e)

***

#### Contact Settings

6. In the **Contact Settings** section, select a **Freshsales Contact View.**

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/45bcc0791cea-screenshot-2026-04-13-at-13-08-40.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=b68b3bf9c0cee79e9ed63fcafafaa9ad)

A Contact View is a saved list of contacts in Freshsales. It determines which contacts will be imported into CloudTalk.

To find it in Freshsales:

1. Go to **Contacts**

2. At the top of the page, select a view such as:

* *My Contacts*

* *All Contacts*

* *Recently Modified*

* *New Contacts*

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/43cc7894e154-screenshot-2026-04-13-at-13-07-15.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=740b06c5f95e80a73ce8616fadf007ff)

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/8e5971a3d2e1-screenshot-2026-04-13-at-13-07-37.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=8bc2763e3f69c2c7f5027944da9765b2)

#### Call Settings

7. In the **Call Settings** section, configure how call activities are assigned.

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/472f4b4630e2-screenshot-2026-04-13-at-13-12-39.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=7c6ee090db93816f2784569fd40c5f93)

***

#### Finalize Setup

8. Click **Finish** to save your **Workflow** **settings**.
9. To only log calls for specific CloudTalk numbers, add these numbers in the **Connected numbers** section.
10. To only log SMSs for specific CloudTalk numbers, add these numbers in the **Connected numbers for SMS** section.

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/1f924d9232d9-screenshot-2026-04-13-at-13-26-41.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=81210a261ea24dbd4765826bcf756c24)

11. Click **Submit.**

## Disconnect or Remove the Integration

If you no longer want CloudTalk to synchronize data with Freshsales, you can disable or permanently remove the integration.

To **disable the integration**, go to **Settings > Integrations**, locate the **Freshworks CRM** integration, and toggle the status from **Active** to **Inactive**.

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/65d55da74a77-screenshot-2026-04-13-at-13-59-48.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=0e3aee0610f2677cce755e4db60af30a)

To **delete the integration permanently**, open the Freshworks CRM integration settings, scroll down, click **Delete Integration**, and type **DELETE** to confirm.

![](https://mintcdn.com/cloudtalk/uyJpY-sHvW90NlHP/images/help-center/articles/14595190/8aed4aaa4354-screenshot-2b2025-07-03-2bat-2b11-57-50.png?fit=max\&auto=format\&n=uyJpY-sHvW90NlHP\&q=85\&s=8c8c9bc223079a6dbfba957d3bf0c88b)

### What happens after removal

* Data synchronization stops (contacts, calls, and SMS)

* Existing synced data remains in Freshsales

* No historical data is deleted

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Using CloudTalk with Freshsales (Freshworks CRM)](https://help.cloudtalk.io/en/articles/14596746-using-cloudtalk-with-freshsales-freshworks-crm.md)
- [Triggering a VoiceAgent Call from Freshworks CRM](https://help.cloudtalk.io/en/articles/15477534-triggering-a-voiceagent-call-from-freshworks-crm.md)
- [Integrations guide](https://help.cloudtalk.io/en/articles/10570091-integrations-guide.md)


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