🧭 Table of Contents

• Overview
• Prerequisites for Integration
• Call Handling Logic
• Fields Included in Logged Activities
• Integration Steps
• AfterCall Webhook Setup
• Syncing Users Between FreshSales and MyOperator
• Important Notes & Limitations
• FAQs
• Related Articles

🧠 Overview

The FreshSales CRM + MyOperator integration enables seamless call activity logging, lead management, and user synchronization. This FAQ provides a comprehensive overview of the prerequisites, configuration steps, and best practices for integrating the two platforms effectively.

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🔑 Prerequisites for Integration

To successfully integrate FreshSales CRM with MyOperator, make sure the following prerequisites are met:

1. Enable AfterCall Webhook in MyOperator:
   Ensure the AfterCall Webhook is enabled in MyOperator to log call activities properly.
2. Matching Email IDs:
   The email IDs must match exactly between FreshSales and MyOperator for proper user syncing.
3. Dialing Method:
   Set the dialing method in MyOperator to Serial-wise or Balanced (do not use Simultaneous dialing).

Goal: Ensure these prerequisites are configured correctly before proceeding with integration.

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🔄 Call Handling Logic

📥 Incoming Calls

• Caller Number Match:
• MyOperator searches FreshSales for the caller’s number.
• If a contact is found, a call activity is logged under the existing contact.
• If no contact is found, a new contact is created and logged.
• Lead Ownership:
• If the caller is linked to a user in FreshSales, that user is assigned the call activity.
• If no match is found, the default owner (first FreshSales user) is assigned the call.

📤 Outgoing Calls

• Similar to incoming calls, if the contact exists, the activity is logged under the contact.
• If no contact exists, MyOperator will create a new contact and log the activity.

Goal: Ensure all calls, whether inbound or outbound, are correctly logged and associated with the right contact or lead.

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📝 Fields Included in Logged Activities

The following fields are captured for each call activity in FreshSales:

Goal: Every call activity is logged in FreshSales with key details to enable effective lead tracking and follow-ups.

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🚀 Integration Steps

To integrate FreshSales with MyOperator, follow these steps:

1. Access MyOperator Integration Page
   Navigate to the MyOperator Integration page and select the FreshSales logo.
2. Fill Required Fields:
   Enter the following details:
• Company ID (from MyOperator → Manage → API Integration).
• FreshSales Domain and API Token (from FreshSales → Settings → API Settings).
• IVR ID (from MyOperator → Outgoing → Campaign).
3. Click Integrate:
   After filling in the details, click the Integrate button.
4. Copy Integration URL:
   Copy the URL provided on the success page for further reference.

Goal: Follow these steps to connect both platforms for data syncing.

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🔗 AfterCall Webhook Setup

Follow these steps to set up the AfterCall Webhook in MyOperator:

1. Go to MyOperator → Manage → API Integration → Webhooks.
2. Click Add New Webhook and set the following:
• Webhook Type: AfterCall
• Method: POST
• URL: https://connect.myoperator.com/api/1.1/wf/freshsales_aftercall/
• Content-Type: application/json
3. Click Save.

Goal: Ensure that the AfterCall Webhook is correctly set up for seamless data syncing.

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👥 Syncing Users Between FreshSales and MyOperator

To sync users between FreshSales CRM and MyOperator:

1. Ensure Matching Email IDs:
   Make sure the email IDs in FreshSales and MyOperator match exactly.
2. Sync New Users:
• For new users added in FreshSales, go to the User Sync Page.
• Enter the Company ID and click Sync Users.

Goal: Ensure that user information is consistent across both platforms for accurate call logging and lead management.

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⚠️ Important Notes & Limitations

• Customer-First Dialing: This method may result in incorrect lead ownership assignment.
• Parallel Dialing: Not fully supported for accurate call logging; prefer Serial-wise or Balanced dialing modes for reliable integration.
• Webhook and Token Configuration: Always double-check that webhooks and token configurations are correctly entered in MyOperator and FreshSales.

Goal: Ensure you are aware of potential issues and limitations to prevent integration disruptions.

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❓ FAQs

Q1. How are incoming calls handled in FreshSales?
A. MyOperator checks if the caller's number matches an existing contact in FreshSales. If a match is found, the call activity is logged under the contact; if not, a new contact is created.

Q2. What happens if the email IDs do not match between FreshSales and MyOperator?
A. If the email IDs do not match, call activity assignment and user syncing may fail, leading to discrepancies in call logging.

Q3. What is the best dialing method for call assignment and logging?
A. The Serial-wise or Balanced dialing methods are recommended for accurate call assignment and consistent call activity logging.

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🔗 Related Articles

• How to Set Up FreshSales API Integration with MyOperator
• Troubleshooting FreshSales and MyOperator Integration
• Optimizing Call Activity Logging in FreshSales

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🏷️ Keywords

FreshSales integration, MyOperator, call handling logic, lead management, webhooks, call activity logging, user synchronization, dial method, CRM integration, call tracking