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.
Calling from Freshsales
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.
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
Call Logging and Data Exchange
Contact Sync
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.
CloudTalk Contact | Freshsales Contact |
Name | First name + Last name |
Contact link | Link to Freshsales contact profile |
Phones | Work phone, Mobile |
Emails | Emails |
City | Address |
Other fields | Not synced |
Create or Update Freshsales Contacts
When a contact is created or updated in CloudTalk, a corresponding contact is created or updated in Freshsales.
Contact Field Mapping (CloudTalk → Freshsales)
CloudTalk Contact | Freshsales Contact |
Name | First name (before first space), Last name (remaining text) |
Phones | Work phone (1st number), Mobile (2nd number) |
Emails | Emails |
Company | Account Name |
Address | Address |
City | City |
Zip | Zip code |
State | State |
Contact link | Link to Freshsales profile |
Favorite agent | Sales owner (if email matches) |
Other fields | Not synced |
Sync Behavior
Contact sync occurs automatically after changes are made
Updates are reflected both ways (CloudTalk ↔ Freshsales)
Call Logging & Export
Call Activity Creation
Each CloudTalk call creates a Phone Call activity in Freshsales.
Call Field Mapping
CloudTalk Call | Freshsales Activity |
Contact | Matched Freshsales contact |
Agent | Freshsales user (matched by email) |
Call Direction | Direction |
Call Notes | Description |
Call Tags | Included in description |
Call Link | Link to contact |
Contact Number | Number |
Source | CloudTalk |
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.
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