V3 Freshworks CRM (formerly Freshsales) Integration

Owned by XCALLY Knowledge (Unlicensed)
Jun 07, 2022
4 min read

Freshsales is changing its name to Freshworks CRM.


How it works

 Freshsales is the CRM solution proposed by Freshworks.

Freshsales CRM Platform offers a large spectrum of basic and custom services to manage customers data.

One of its most important items are the Activities, namely the tickets created to manage requests coming from customers and to monitor the solution of the problem for a period of time.

Our main goal is to create an Activity object directly triggered by the XCALLY Motion integration when the agent manages a call. 

The following is what to do to make the integration work:

  1. Create the Freshsales Administrator Account (if you don't have one)
  2. Get apiKey
  3. Create the Freshsales Account on XCALLY Motion and test it
  4. Create Freshsales Configuration in XCALLY Motion for the account created 
  5. Create the Freshsales Users with the same e-mail address as the Agent in XCALLY Motion
  6. Create a Trigger (Tools → Triggers), set the triggering conditions for this integration and add the integration action (for info see Voice Triggers)
  7. Download the XCALLY Motion Phonebar Windows App* and login the Agent on Freshsales and on XCALLY Motion (both on the Phonebar and on Omnidesktop interface)
  8. Now you're ready to start: every time there is an outgoing/incoming call, the trigger conditions are checked and the contact will be created i(f it doesn't exist) and the Freshsales Activity is created and assigned to the Agent currently managing the call (if the conditions set are met).


*alternatively, the Agents can use WebRTC or external Phones (they must be logged on XCALLY Motion Omni Desktop)

On this page:















Any interaction occurred through this integration can be searched by the Agent from the list by:

  • contact's mobile / work number
  • user's email

What to know

When an Agent manages a call, his/her account email address will be searched in Freshsales: if the system finds it the Activity will be assigned, otherwise the Activity will be assigned to the Freshsales Administrator Account specified in the Freshsales integration


If all the configuration is properly set, the Contact will be opened as shown below and the new task related to the call will be available under the Activities:


The Call Activity Subject and Description can be managed and customized in the Freshsales Configuration section.



What to do on Freshsales

Login to Freshsales with your admin account, click on the icon of your logged account profile on the upper right corner of the user interface and from the dropdown menu choose Settings:

Go to Api Settings, and take note of the auto generated apiKey (you can generate a new apiKey if you like):


Now you are ready to configure the Integration on XCALLY Motion.



What to do on XCALLY: the Freshsales Accounts

The Freshsales Accounts Section is under the Integrations Menu:




  • Name: choose a name for your integration
  • Username: enter here the same username of the admin profile on Freshsales (the email address)
  • Url: the internet address of your Freshsales installation ([domain].myfreshworks.com/crm/sales)
  • Api key: copy here the APIkey you got from Freshsales
  • Motion or Proxy IP address: the server proxy IP




Remember to Test Freshsales Account configuration to check if the credentials are accepted by the system:

or if you made some mistakes:

Click on Add Configuration

Now insert the Configuration parameters:

  • Name: any name you prefer
  • Channel: the channel you want the integration to be active (e.g. Voice)
  • Type: select one of the proposed values (e.g. Inbound in Queue or Outbound Calls)

At the end click on Add Freshsales Configuration

Edit the configuration subject and description:

Create a Trigger 

It is mandatory to create a trigger to make the Freshsales integration work.

Go to Tools -> Triggers Section and click on New Trigger

Enter the trigger Name, select Voice Channel and click on Add Trigger. 

Edit the trigger to define the trigger's Conditions and Actions


Do not forget to set the trigger's status ON.

Add Trigger Conditions

In the Conditions section of the Conditions & Actions you can set properties like Queue, Call status or Outbound Route to define the conditions you want to trigger the Freshsales integration:

Add Trigger Action

To execute the Freshsales integration when the conditions are met, add them in the Action section of the Conditions & Actions: insert Integrations and Freshsales

You can now select one of the the Freshsales account you have created and the configuration you want to use.


For more information on trigger conditions, take a look at Voice Trigger Conditions.