Freshsales and phone.systems™ Integration

Connecting phone.systems™ with Freshsales CRM allows you to manage customer calls and synchronize contact data. The integration includes the following features:

• Sync contacts automatically: Keep Freshsales contacts updated in phone.systems™, including their names, phone numbers, emails, companies, and job titles.

• Call journaling: Calls can be logged in Freshsales as call activities on the related contacts.

• Create new contacts automatically: When an unknown number calls, a new contact can be created in Freshsales automatically.

• Send call tags and notes: The tags and notes that agents add to a call can be added to the call log in Freshsales.

• Upload AI call insights results: AI-generated call analytics can be added to call logs.

Note

Call recordings are not uploaded to Freshsales.

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Connecting phone.systems™ with Freshsales

This guide provides detailed steps on integrating phone.systems™ with Freshsales. Follow the instructions below to complete the setup process.

Note

To connect phone.systems™ with Freshsales, copy the API key and the bundle alias from the API tab of your Freshsales Personal settings.

Step 1: Sign in to your Freshsales account

To get started, open the Freshsales website and sign in to your account or create a new one.

Step 2: Open Personal settings in Freshsales

1. In Freshsales, click your profile icon in the top right corner.

2. From the menu, select Personal settings.

Fig. 1. Open Personal settings in Freshsales

Step 3: Launch phone.systems™ and connect to Freshsales

1. In the phone.systems™ interface, click Settings.

2. Open the CRM Integrations tab at the top of the screen. Alternatively, use this direct link: phone.systems™ CRM Integrations

3. Click Connect to link your Freshsales with phone.systems™.

Note

Clicking Connect will open the Connect Freshsales form to continue the integration setup.

Fig. 2. Open the Connect Freshsales form in phone.systems™

Step 4: Copy the API credentials from Freshsales

On the Freshsales Personal settings page, open the API tab. Select I’m not a robot to confirm that you want to view your API key.

In the CRM API details section, copy the following values:

1. Next to Your API key, click Copy and keep the value for the next step.

2. Next to Your bundle alias, click Copy and keep this value as well.

Note

Use the values from the CRM API details section. The API keys for chat and phone further down the page do not work with this integration.

Fig. 3. Copy the API key and bundle alias in Freshsales

Step 5: Paste the API credentials into phone.systems™

Return to the Connect Freshsales form in phone.systems™ and fill in the following fields:

1. Paste the bundle alias into the API URL field, for example yourcompany.myfreshworks.com/crm/sales.

2. Paste the API key into the API Key field.

Fig. 4. Paste the API URL and API Key into phone.systems™

Step 6: Connect the phone.systems™ Freshsales integration

Click Connect to complete the integration setup.

Fig. 5. Connect your Freshsales to phone.systems™

After the connection is established, the integration status changes to Waiting authorization, and then to Connected once the credentials are verified.

Note

Existing contacts from Freshsales are synchronized automatically during this step. Synchronizing a large number of contacts can take some time.

Fig. 6. Active Freshsales connection in phone.systems™

phone.systems™ checks Freshsales for contact changes every five minutes. Changes made in Freshsales can take up to five minutes to appear in phone.systems™.

Step 7: Make the Mobile field unique in Freshsales

By default, Freshsales requires an email address when a contact is created. To allow phone.systems™ to create contacts using only a phone number, the Mobile contact field must be set as unique in Freshsales.

This allows the integration to automatically create contacts based on calls.

1. In Freshsales, click the settings icon in the left menu to open Admin Settings.

2. Under Leads, Contacts, & Accounts, click Contacts.

Fig. 7. Open the Contacts fields in Freshsales Admin Settings

3. In the Telephone numbers group, click Mobile to expand the field.

4. Select Unique.

5. In the confirmation window, click Yes.

Note

Freshsales can take a few minutes to apply the change and sends you an email when it is done.

Fig. 8. Make the Mobile field unique in Freshsales

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Associate users for Freshsales

After the Freshsales integration is successfully connected, you can associate Freshsales users with their corresponding phone.systems™ users.

User association enables call journaling by ensuring that inbound and outbound calls are logged on the correct contacts in Freshsales. Only calls handled by associated users are recorded. Calls handled by users who are not associated are not journaled.

1. Go to phone.systems™ Settings, then open CRM Integrations.

2. Under Active Integrations at the top of the page, you will see Freshsales marked as Connected.

3. Click Associate users.

Fig. 9. Associate users button for Freshsales integration

After clicking Associate users, a dialog opens where you can link Freshsales users with corresponding phone.systems™ users.

4. Match each Freshsales user with the appropriate phone.systems™ user.

5. Click Save to apply the changes.

Fig. 10. Associate Freshsales users with phone.systems™ users

Users who are not associated can be associated later. To add or change associations, click Associate users again.

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Configuring Freshsales Integration Settings

After the Freshsales integration is connected, you can configure how calls and contacts are synchronized between phone.systems™ and Freshsales.

These settings control call journaling behavior, automatic contact creation, and the upload of additional call-related data. Configuration applies only to phone numbers with call journaling enabled.

1. In phone.systems™ go to Settings, then open CRM Integrations.

2. Under Active Integrations at the top of the page, you will see Freshsales marked as Connected.

3. Click Settings.

Fig. 11. Freshsales integration settings button

After clicking Settings, the Freshsales Settings page opens.

Fig. 12. Freshsales integration settings menu

Call journaling

Important

• Each phone number must be configured individually for call journaling.

• Auto Contact Creation, Call Tags and Notes, and Other Settings apply only for numbers with enabled call journaling.

Call journaling automatically logs inbound and outbound calls as call activities on related contacts in Freshsales.

Enable call journaling for each required number in the phone numbers menu.

Auto contact creation

This feature automatically creates a new contact when a call is handled from a number that does not match an existing contact.

Setting	Description
Inbound calls	Create a contact for inbound calls from unknown numbers.
Outbound calls	Create a contact for outbound calls to unknown numbers.

Important

• Calls are logged in Freshsales only on existing contacts. A call from or to a number that does not match a Freshsales contact is logged only if auto contact creation is enabled for that call direction.

• Auto contact creation requires the Mobile field to be unique in Freshsales. See Make the Mobile field unique in Freshsales.

• Contacts synchronized from Freshsales cannot be edited or deleted in phone.systems™. Make changes to these contacts in Freshsales.

Call Tags and Notes

Send the call tags and the call note that agents add to a call to the matching call activity in Freshsales.

Setting	Description
Send call tags to CRM	When enabled, the call’s tags are sent to Freshsales.
Send call notes to CRM	When enabled, the call note written by the agent is sent to Freshsales.

Both settings are disabled by default and work independently. They are not part of AI Call Insights and do not require an AI plan.

Warning

The call note is free text written by the agent. It is sent to Freshsales exactly as written and is not covered by call recording PII redaction.

Fig. 13. Call tags and notes settings

phone.systems™ adds the tags and the call note to the note of the call activity in Freshsales, on a Tags: line and a Notes: line. A line is added only when the call has tags or a note.

Note

Tags are sent as text. Freshsales call activities do not have a tag field.

Other settings

These settings control what additional call-related data is automatically uploaded to Freshsales.

Setting

Description

Upload AI call insights results

When enabled, detailed analytics from our AI engine will be added to the call log. This can include: Key topics: A summary of the main topics discussed. Call summary: A concise, AI-generated summary of the conversation. Talk to listen ratio: A breakdown of how much each party spoke. Sentiment analysis: An analysis of the emotional tone of the call. Transcription: A full, written transcript of the call.

Fig. 14. Other settings

After configuring these options, click Save to apply your changes.

Important

• To utilize the AI features, AI Call Insights must be enabled.

• Call recordings are not uploaded to Freshsales.