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How To Configure Your Freshworks CRM Integration

Jordan W.
  • Updated

The Aircall and Freshworks CRM integration helps sales teams streamline workflows and get rid of manual data entry after phone calls. Sales reps save time with automatic call logging and quick access to the Contact and Sales Account page. Managers benefit from complete activity data. Getting set up only takes a few minutes!

Before you start, make sure that you have admin rights in both Aircall and Freshworks.

  • Log in to the Aircall Dashboard

  • Select Integrations & API on the left sidebar menu

  • Search for Freshworks CRM from the Discover integrations section

  • Click on Install integration

Now you will be guided through a few easy steps outlined below.

Step 1: Aircall Authentication

  • Click on New Authentication. This will open a screen for you to add a required Authentication name. You will see a default name already provided for you. While a name is required, it will not be visible anywhere so any name can be used here, either the suggested default or a name that you choose yourself.

  • Click Create and a pop-up will appear.

  • From the pop-up, click to Authorize this integration to access information about your calls in Aircall. You will then be directed to a new page.

  • Select an Aircall Number you would like to link to Freshworks CRM. The call activity of the number you choose will be shared with Freshworks CRM, and you can remove this number, or connect more later. This step can be skipped, but no call data will be synced with Freshworks CRM until at least one number is added.

  • Once you have selected a number, click Add Number.

  • The pop-up will close at this point, and you will receive a message that the authorization has been successful.

  • Click Next.

Step 2: Gathering your Freshworks CRM Information

  • Log in to your Freshworks CRM account.

  • Make a note of your Freshworks CRM account subdomain. For example, for the domain 'https://aircall.myfreshworks.com,' the subdomain would be 'aircall'

  • Make sure you have your API key ready from you Freshworks account:

    • In your Freshworks CRM account, click your account avatar (located in the upper right of the page).

    • Click 'Settings' and navigate to the 'API settings' tab.

    • Your API key will show here, and you will be able to copy it.

Step 3: Creating a Custom Aircall 'Sales Activity'

  • Go to your 'Admin Settings' from the left side menu.

  • Find and click on 'Sales Activities.'

  • Scroll down to the 'Custom Sales Activities' section and click 'Create sales activity.' Please note that you must name this customer activity 'Aircall' in order for the integration to work properly.

  • Once done, go back to the Aircall Dashboard and click Next.

Step 4: Freshworks CRM Authentication

  • Click on New Authentication. This will open a screen for you to enter three required fields.

  • First, you will see a default authentication name already provided for you. While a name is required, it will not be visible anywhere so any name can be used here, either the suggested default or a name that you choose yourself.

  • Second, enter your Freshworks CRM subdomain in the field.

  • Third, enter your Freshworks CRM API key.

  • Click Create, then click Next.

Step 5: Setting Call Logging Options

  • For each type of call, you are able to choose what outcome you would like the call to log with in Freshworks CRM. The options will include any outcomes you have added to your custom sales activity you created.

  • Choose an option for each call type, then click Next.

  • If, for a call, no existing record associated with the number, is found in Freshworks CRM, you are able to choose what kind of record you would like Aircall to create.

  • Choose a contact/record type you would like created in these cases, then click Next.

  • Finally, if an owner for a call activity is unable to be identified, you are able to choose a default owner these call activities will be assigned to.

  • Enter the email address for your preferred default owner, then click Finish.


🎉 That's all! Your integration is active and you are all set to get the most out of your Aircall & Freshworks CRM integration.

Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!

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