In this guide, you will learn how to connect Freshsales (Freshworks CRM) with CloudTalk and configure call and SMS logging.
User level: Admin
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
Configure Freshsales
Get Your Freshsales API Key
In Freshsales, copy your API key
Follow this guide if needed: How to find your 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 Account > Integrations
2. In the Add Integration section, find Freshworks CRM
3. Click + Add
4, In the Workflow Settings section, click New Authentication.
5. Enter your Freshsales Domain and API Key, and click Create.
Contact Settings
6. In the Contact Settings section, select a Freshsales Contact View.
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:
Go to Contacts
At the top of the page, select a view such as:
My Contacts
All Contacts
Recently Modified
New Contacts
Call Settings
7. In the Call Settings section, configure how call activities are assigned.
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.
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 Account > Integrations, locate the Freshworks CRM integration, and toggle the status from Active to Inactive.
To delete the integration permanently, open the Freshworks CRM integration settings, scroll down, click Delete Integration, and type DELETE to confirm.
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 — we’re here for you.