FreshSales

Freshsales Suite is Freshworks’ all-in-one sales CRM and marketing automation platform, used by sales teams to manage contacts, accounts, deals, and sales activities. The CallRail integration with Freshsales Suite automatically sends your call and text lead information into Freshsales, so your sales team always knows where a lead came from and can follow up faster.

With this integration turned on:

• Every call or text that comes in through a CallRail tracking number automatically creates or updates a Contact in Freshsales.
• CallRail attaches marketing attribution details to that Contact, such as the source, campaign, and keyword that brought the caller to you, along with the call recording and summary.
• When a returning caller calls back, CallRail can surface their existing Freshsales Contact, Deals, Appointments, and recent Sales Activities in real time for your Voice Assist agent.

This means your sales team can see the full marketing story behind every lead, right inside the CRM they already use, without any manual data entry.

Before You Begin

Before setting up the Freshsales Suite integration, make sure you have the following:

• An active Freshsales Suite account (a free plan or 21-day trial account will work, since Freshsales API access is included on all plans).
• Administrator access to your Freshsales account, so you can generate an API key and create custom fields.
• A CallRail account with at least one Company and Tracking Number already set up.

A note on custom fields: Freshsales does not currently allow CallRail to create custom fields for you automatically. As part of setup, an administrator on your Freshsales account will need to manually create a small number of custom fields (for example, “CallRail - Lead Source” and “CallRail - Call Summary”) so that CallRail’s attribution data has somewhere to go. Exact field names and step-by-step instructions should be confirmed and added here before publishing.

Setup

To connect Freshsales Suite to CallRail:

1. Log in to your Freshsales Suite account and go to Settings, then API Settings.
2. Generate a new API key (also called a Token) and copy it. Also note your Freshsales domain, which looks like yourcompany.freshsales.io.
3. In Freshsales, create the CallRail custom fields needed for attribution data (for example: Lead Source, Lead Campaign, Call Summary, and a normalized phone number field). Your CallRail Customer Success or Support contact can provide the exact list of recommended fields.
4. Log in to your CallRail account and go to the Integrations tab.
5. Find Freshsales Suite in the list of integrations and select Connect (exact label to be confirmed).
6. Enter your Freshsales API key and your Freshsales domain, then select Save.
7. CallRail will verify the connection. Once connected, CallRail will automatically match the custom fields you created in step 3.
8. Make a test call or send a test text to one of your tracking numbers, then check your Freshsales account to confirm a new Contact was created with the expected attribution details.

Once setup is complete, no further action is needed. CallRail will automatically send lead and attribution data to Freshsales as new calls and texts come in.

Data

Here is how CallRail and Freshsales Suite share data:

• Direction: Data flows one way, from CallRail into Freshsales. CallRail does not currently pull data back out of Freshsales except for the real-time Voice Assist lookup described below.
• Frequency: Data is sent in real time. As soon as a call or text ends, CallRail creates or updates the matching Contact in Freshsales.
• Matching existing contacts: CallRail first checks Freshsales for a Contact with a matching email address. Because Freshsales cannot reliably search by phone number, CallRail also writes a normalized version of the phone number into a custom field and uses that field to match returning callers.
• Voice Assist lookup: If you use CallRail’s Voice Assist, and a known caller calls in again, CallRail looks up their Freshsales Contact, along with related Deals, Appointments, and Sales Activities, so the Voice Assist agent has full context on that caller.

The table below shows how key pieces of CallRail data map to fields in Freshsales.

Note: Because Freshsales does not offer a way for CallRail to create custom fields automatically, the custom fields referenced above must be created manually in your Freshsales account before they will populate with data.