> ## 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.

# Using CloudTalk with Freshsales (Freshworks CRM)

> Explore how calls are handled and how information is synced between CloudTalk and Freshsales.

> [!NOTE]
>
> 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

***

> [!WARNING]
>
> **Ready to configure the CloudTalk + Freshsales integration?**\
> Follow the step-by-step instructions in our [Configure Freshworks CRM (Freshsales) guide](https://help.cloudtalk.io/en/articles/14595190-configure-freshsales-freshworks-crm.md).

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

## Calling from Freshsales

### Make Outbound Calls

With **[Click-to-Call](https://help.cloudtalk.io/en/articles/2964244-the-click-to-call-extension.md)** 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**.

> [!TIP]
>
> 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](https://help.cloudtalk.io/en/articles/14595190-configure-freshsales-freshworks-crm.md#:~:text=numbers%20in%20the-,Connected%20numbers,-section.)** (during integration setup)

> [!WARNING]
>
> SMS logging and deal synchronization are not supported for the Freshsales integration.

> [!TIP]
>
> **Calls from unassociated numbers**
>
> When 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](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Configure Freshsales (Freshworks CRM)](https://help.cloudtalk.io/en/articles/14595190-configure-freshsales-freshworks-crm.md)
- [Integrations guide](https://help.cloudtalk.io/en/articles/10570091-integrations-guide.md)
- [How CloudTalk syncs data with your CRM](https://help.cloudtalk.io/en/articles/14665732-how-cloudtalk-syncs-data-with-your-crm.md)


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