Freshworks CRM

Connect AI agents to Freshworks CRM (formerly Freshsales). Agents manage contacts, sales accounts, and deals, log tasks and appointments, and upsert records without duplicates.

22 actions available

A segment of leads is pulled from another CRM

Agent reads each lead's name, email, and company

Agent runs Search CRM to find any existing match

Agent upserts each contact so no duplicate is created

Sales channel gets a summary of the leads mirrored in

A closed-won deal above a threshold routes to a manager to confirm

What This Integration Enables

An agent can sync inbound leads into Freshworks CRM as contacts and accounts, create and advance deals as opportunities move, and log tasks, appointments, and notes against any record. Upsert Contact matches on identity so a lead mirrored from another system updates the existing record instead of duplicating it. Search CRM finds contacts, deals, and accounts by name or free text during a flow. Freshworks CRM does not emit its own events in this integration, so flows begin from the systems around it: another CRM, a form, an inbox, or a scheduled sweep. The agent is the bridge that keeps owners and account associations current as records change elsewhere, which is the reconciliation work a sales ops team would otherwise do by hand.

Without FlowRunner

Cross-system sync duplicates records Importing leads from another tool creates second copies of people already in the CRM

Deal stages updated in batches Opportunities advance when someone remembers to move them

Activity logging is optional Tasks, appointments, and notes get recorded inconsistently

With FlowRunner

Upsert keeps records single Upsert Contact matches on identity, so mirrored leads never duplicate

Deals advance as they close The agent creates and moves deals as opportunities progress

Activities logged by rule Tasks, appointments, and notes attach to records as the workflow runs

Use Case Scenarios

Mirror a Lead Segment Without Duplicates

A [HubSpot](/integrations/hubspot) segment of leads is pulled with Get All Contacts. For each, the agent calls Upsert Contact in Freshworks CRM, which matches on email and updates or creates as needed. The two systems stay aligned, and the ops team stops reconciling duplicate people by hand.

Announce a Closed Win

When a Create Deal or Update Deal marks an opportunity closed-won, the agent posts to the sales channel through [Slack](/integrations/slack) with the deal name and amount. The team celebrates the win in real time, and the number is captured where everyone can see it.

Follow Up and Log It

After Search CRM finds a matching contact by email, the agent sends a personalized follow-up through [Gmail](/integrations/gmail-service) Send Message, then records the outreach with Create Note against the contact. The next rep who opens the record sees exactly what was said and when, without asking around.

Human-in-Loop Highlight

A closed-won deal triggers downstream commitments: commission, forecasting, onboarding. When a deal closes above a value threshold you set, the agent does not just mark it and move on. It treats the closure as a [human-in-the-loop](/concepts/human-in-the-loop/) step: it pauses, presents the deal, its amount, and the account it belongs to, and routes a confirmation to a sales manager through Slack or email. The manager confirms, and the agent updates the deal, logs the note, and announces the win. Nothing large books itself, and the small wins still flow through without a gate.

Agent processes routinely

Detects exception requiring judgment

Clear match Continues automatically

Ambiguous Routes to human via Slack

Human decides

Agent resumes with decision

Agent Capabilities

22 actions

Contacts

Create Contact Creates a new contact in Freshworks CRM (Freshsales). Provide the contact's name and at least an email or mobile number. The contact can be linked to a primary sales account, and account-specific custom fields are set via Custom Fields (keys must match the internal field names configured in your account, e.g. cf_region). The API wraps and returns the contact object, which is unwrapped in the result.
Get Contact Retrieves a single contact by its ID, including name, email, phone numbers, owner, and custom fields. Optionally embeds related records (e.g. linked deals, notes, or the primary sales account) via the Include option.
List Contacts Lists contacts belonging to a filtered view. Freshworks CRM organizes list access around views (filters) rather than a flat list, so a View is required, use the Get Contact Views dictionary to pick one (e.g. "All Contacts", "My Contacts"). Supports pagination and sorting.
Update Contact Updates an existing contact. Only the provided fields are changed; all other fields keep their current values. The API wraps and returns the updated contact object, which is unwrapped in the result.
Delete Contact Deletes a contact by its ID. The contact is moved to the recycle bin and can be restored from the Freshworks CRM UI.
Upsert Contact Creates a contact, or updates the existing one if a contact with the same unique field (email by default) already exists. Provide the identifying field plus any values to set. The API wraps and returns the contact object, which is unwrapped in the result.
Search CRM Performs a free-text search across Freshworks CRM records and returns matching records of the selected entity types. Use it to quickly look up contacts, deals, or accounts by name, email, or other indexed fields. Returns up to 25 results.

Accounts

Create Account Creates a new sales account (company) in Freshworks CRM. Provide the account name and optional firmographic details. The API wraps and returns the sales account object, which is unwrapped in the result.
Get Account Retrieves a single sales account (company) by its ID, including name, website, firmographics, owner, and custom fields.
List Accounts Lists sales accounts (companies) belonging to a filtered view. Freshworks CRM organizes list access around views (filters), so a View ID is required, retrieve available view IDs from the Freshworks CRM UI or the account filters endpoint. Supports pagination.
Update Account Updates an existing sales account (company). Only the provided fields are changed; all other fields keep their current values. The API wraps and returns the updated account object, which is unwrapped in the result.
Delete Account Deletes a sales account (company) by its ID. The account is moved to the recycle bin and can be restored from the Freshworks CRM UI.

Deals

Create Deal Creates a new deal in Freshworks CRM. A deal name, amount, and the associated sales account are the core fields; the deal stage and pipeline can be selected from your account, and contacts can be attached. The API wraps and returns the deal object, which is unwrapped in the result.
Get Deal Retrieves a single deal by its ID, including name, amount, stage, associated account and contacts, owner, and custom fields.
List Deals Lists deals belonging to a filtered view (e.g. Open Deals, Won Deals, My Deals). Freshworks CRM organizes list access around views (filters), so a View ID is required, retrieve available view IDs from the deal filters. Supports pagination.
Update Deal Updates an existing deal, for example to move it to a new stage or change its amount. Only the provided fields are changed; all other fields keep their current values. The API wraps and returns the updated deal object, which is unwrapped in the result.
Delete Deal Deletes a deal by its ID. The deal is moved to the recycle bin and can be restored from the Freshworks CRM UI.

Activities

Create Task Creates a task linked to a contact, deal, or account. Provide a title, a due date, and the target record (type and ID). The due date is a Unix-independent ISO timestamp. The API wraps and returns the task object, which is unwrapped in the result.
List Tasks Lists tasks filtered by status and scope. Status selects open, completed, overdue, or due-today tasks; the filter narrows to tasks owned by you or all users. Results are paginated.
Create Appointment Creates a calendar appointment in Freshworks CRM, optionally linked to a contact, deal, or account. Provide a title and the start and end times. The API wraps and returns the appointment object, which is unwrapped in the result.
Create Note Adds a note to a contact, deal, or account. Provide the note text and the target record (type and ID). The API wraps and returns the note object, which is unwrapped in the result.
List Sales Activities Lists sales activities (logged calls, emails, status changes, and other tracked interactions) recorded in Freshworks CRM, with pagination. Use this to review the activity history in the account.

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