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In this guide, you will learn how calls are handled and how contact and call data are synced between CloudTalk and Freshsales.
User level: Admin, Analyst, Supervisor
Ready to configure the CloudTalk + Freshsales integration?
Follow the step-by-step instructions in our Configure Freshworks CRM (Freshsales) guide.
In the CloudTalk Dashboard, Freshworks CRM refers to the same integration as Freshsales.

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Calling from Freshsales

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Make Outbound Calls

With Click-to-Call enabled, all phone numbers in your Freshsales account become clickable, allowing you to initiate calls with a single click. You can start outbound calls directly from:
  • Contact profiles
  • Lead profiles
  • Other supported Freshworks objects
Clicking a phone number opens the CloudTalk Phone, with the selected number automatically pre-filled in the dialer. Once the call is initiated, you can access key customer details and have immediate context during the conversation.

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Receive Inbound Calls

When receiving an inbound call:
  • The caller is matched with an existing Freshsales contact (if available)
  • The contact profile can be opened automatically

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Call Logging and Data Exchange

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Contact Sync

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Contact Field Mapping (Freshsales to CloudTalk)

Contacts are imported from Freshsales into CloudTalk based on the selected Contact View.
Contacts are automatically merged in CloudTalk when multiple Freshsales contacts share the same phone number, email address or name.

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Create or Update Freshsales Contacts

When a contact is created or updated in CloudTalk, a corresponding contact is created or updated in Freshsales.

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Contact Field Mapping (CloudTalk → Freshsales)

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Sync Behavior

  • Contact sync occurs automatically after changes are made
  • Updates are reflected both ways (CloudTalk ↔ Freshsales)

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Call Logging & Export

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Call Activity Creation

Each CloudTalk call creates a Phone Call activity in Freshsales.

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Call Field Mapping

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Call Assignment Behavior

  • If a matching Freshsales user is found → activity is assigned to that user
  • If no match is found → activity is assigned to the fallback user configured in integration settings
  • Missed calls, voicemails, or group calls are also assigned to the fallback user
  • You can restrict which calls are logged by selecting specific numbers in Connected numbers (during integration setup)
SMS logging and deal synchronization are not supported for the Freshsales integration.
Calls from unassociated numbersWhen CloudTalk logs a call from a phone number that does not match any existing contact in Freshsales, a new contact is automatically created with the name “{phoneNumber} cloudtalk,” where {phoneNumber} is the caller’s number. You can then update the record with the correct details.
Need help or have a question? Just reach out through our Support portal — we’re here for you.