> ## 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.

# Triggering a VoiceAgent Call from Freshworks CRM

> Automate outbound VoiceAgent calls directly from Freshworks CRM

> [!NOTE]
>
> In this guide, you will learn how to automatically trigger a CloudTalk VoiceAgent call from Freshworks CRM (Freshsales) using Workflow Automations.

**User level**: Admin

***

## Before you start

You will need:

* A CloudTalk VoiceAgent already created (note the VoiceAgent ID)

* CloudTalk API credentials (API Key and Secret) found in **Company Settings > Integrations > API** ([How to access and generate your CloudTalk API keys](https://help.cloudtalk.io/en/articles/15272380-how-to-access-and-generate-your-cloudtalk-api-keys.md))

* A Freshworks CRM **Growth plan** or above

* A phone number available on Contact records

## Generate the Authorization header

CloudTalk uses Basic Authentication for API requests.

1. Open [https://www.debugbear.com/basic-auth-header-generator](https://www.debugbear.com/basic-auth-header-generator)

2. Enter your **CloudTalk API Key** as Username and your **API Secret** as Password

3. Copy the generated value. It looks like: `Basic XXXXXXXXX`

> [!WARNING]
>
> **Note:** Freshworks CRM also accepts a plain username/password combination directly in the webhook configuration, so the Base64-encoded header is optional. Either approach works.

## Set up the integration

### Create the Workflow Automation

1\. In Freshworks CRM, go to **Admin Settings > Teams & Territories > Workflows**

2\. Click **Create your own workflow**

3\. Choose module: **Contacts** (or Accounts / Deals)

![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15477534/4ed42b39df69-screenshot-2b2026-06-05-2bat-2b10-39-24.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=07b9b15294311943027b45315d1cfa2c)

4\. Set the **trigger event**, for example:

* *Contact is created*

* *Field is updated* (e.g. status changes to "Interested")

5\. Add **conditions** to filter which records trigger the call (e.g. mobile number is present)

### Add the Webhook Action

1\. Under **Actions**, click **Add Action > Webhook**

2\. Configure the webhook:

| Field | Value |
| - | - |
| Request type | POST |
| URL | `https://api.cloudtalk.io/v1/voice-agent/calls` |
| Authentication | Username / Password (Client ID / Client Secret) |
| Encoding | JSON |

![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15477534/8bcb703b957f-screenshot-2026-06-05-at-10-45-56.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=0aaef50a525a233f51bb969c28ba02a1)

3\. Under **Request body (Advanced)**, paste the following:

```json theme={"system"}
{   "call_number": "#{{contact.mobile_number}}",   "voice_agent_id": "YOUR_VOICE_AGENT_ID" }
```

> [!WARNING]
>
> `call_number` and `voice_agent_id` are the only mandatory fields. You can also pass optional `call_properties` such as system prompt variables and output variables, depending on your VoiceAgent configuration. [Learn what to include](https://help.cloudtalk.io/en/articles/11401649-voiceagents-for-outbound-calls.md)

4\. Click **Save** and then **Enable** the workflow.

![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15477534/078179a91220-screenshot-2026-06-05-at-10-48-57.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=bc5537be8d1094240414815a05b478c3)

### Test and verify

1. Create or update a Contact that meets your trigger conditions

2. Go to **Admin Settings > Automations > Workflow logs** and check the execution status

3. Verify in CloudTalk that the VoiceAgent call was initiated

**You're all set!** 🚀 Your Freshworks CRM workflow will now trigger a CloudTalk VoiceAgent call whenever a contact meets your chosen conditions.

> [!NOTE]
>
> 💡 **API Limits to Keep in Mind**
>
> *To avoid failures or throttling, make sure your Freshworks CRM workflow handles call distribution carefully. Use delays or scheduling logic where needed, as the standard API rate limit (60 requests per minute) applies to the VoiceAgent endpoint.*

## Troubleshooting

| Error | What to check |
| - | - |
| **401 Unauthorized** | Regenerate and re-enter the Authorization header or credentials |
| **400 Bad Request** | Ensure the phone number is in E.164 format (`+1234567890`) and that `voice_agent_id` is correct |
| **Workflow not running** | Confirm all conditions are matched, the trigger event applies, and the workflow is enabled |

***

Need help or have a question? Reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884). We're here for


## Related topics

- [Triggering a VoiceAgent Call from Zoho CRM](https://help.cloudtalk.io/en/articles/15516182-triggering-a-voiceagent-call-from-zoho-crm.md)
- [Triggering a VoiceAgent Call from Zapier](https://help.cloudtalk.io/en/articles/11831224-triggering-a-voiceagent-call-from-zapier.md)
- [Triggering a VoiceAgent Call from Freshdesk](https://help.cloudtalk.io/en/articles/15457387-triggering-a-voiceagent-call-from-freshdesk.md)


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