How do I set up the FreshSales–MyOperator integration, and what prerequisites and limitations should I know?
⚡ Quick answer -
- Gather four items—Company ID, FreshSales domain, API token, and IVR ID.
- Complete the “FreshSales Integration” form in MyOperator and click Integrate.
- Add the AfterCall webhook URL MyOperator provides to your account.
- Run the Sync User tool whenever you add or reactivate a FreshSales user.
When should I use this guide?
Use it when you want every inbound/outbound call to appear in FreshSales as an Activity, automatically mapped to the correct contact/owner—without manual CSV uploads or data mismatches.
1. Overview
Integrating MyOperator with FreshSales lets you:
• Auto-log every call (duration, recording URL, agent) as a FreshSales Activity.
• Auto-create contacts if the caller isn’t found.
• Keep user ownership in sync across both platforms.
2. Prerequisites and feature checklist
Requirement | Where to find it | Minimum Requirement |
MyOperator admin login | MyOperator Panel - API & Webhooks - All Integrations | Admin (enable webhooks & get keys) |
MyOperator plan | On MyOperator Panel | SUV and Above (New Plans) |
Company ID | MyOperator → API & Webhooks → Calling APIs → Company ID | ____ |
FreshSales domain | Browser URL | ____ |
FreshSales API token | FreshSales → Profile → Settings → API Settings → Click Generate key → Copy. | ____ |
IVR ID | MyOperator → Call → Outgoing → Campaign | ____ |
Secret Key (64 chars) | MyOperator → API & Webhooks → Calling APIs → Secret key | ____ |
After-Call Webhook | MyOperator › API & Webhook › Calling Webhook | ____ |
Click-to-Call (optional) | MyOperator › Call › Outgoing | ____ |
Emails match | Freshsales › Admin › Users MyOperator › Manage › Users | ____ |
Dialing mode | Serial-wise or Balanced only | ____ |
Watch the video walkthrough
Alt text: Video demo
3. How the integration works
Alt-text: Sequence diagram showing Admin configuring integration and subsequent webhook-driven call logging.
4. Step-by-step setup
- Log in to MyOperator as Admin.
- Navigate to Integrations → FreshSales.
Alt text: MyOperator Integration page
- Fill the form:
{
"company_id": "YOUR_COMPANY_ID",
"freshsales_domain": "acme.freshsales.io",
"freshsales_api_token": "********",
"ivr_id": "IVR123"
}
Alt text: Filling out the integration form
- Click Integrate. A success page returns a unique AfterCall URL
- Copy that URL—you’ll need it in the next section.
5. AfterCall webhook configuration
- In MyOperator, go to API & Webhooks → Calling Webhooks → Add New.
- Choose:
- Webhook Type: AfterCall
- Method: POST
- URL: paste the URL you copied
- Content-Type:
application/json - Click Save.
Alt text: Adding and configuring a new webhook
6. Syncing users
- Verify emails are identical in both systems.
- Open
https://connect.myoperator.com/phonebridge_user. - Enter your Company ID and click Sync User.
- Wait for the green “Users synced successfully” banner.
Run this again whenever:
• You add/reactivate a FreshSales user.
• You bulk-edit user emails in FreshSales.
7. What happens after each call type
Event | MyOperator action | Freshsales result |
Incoming — match | Log Call Activity (agent, duration, recording URL) | Activity appended to Contact |
Incoming — no match | Create Contact → log activity | New Contact + activity |
Outgoing (Click-to-Call) | Log outbound Call Activity | Activity added to the target |
Missed call* | Log Missed Call Activity if toggle is on | Activity logged or skipped |
Expected: Activity appears ≤ 5s and contains type, direction, agent, duration, disposition, and recording URL.
8. What fields does the Freshsales–MyOperator integration push into Call Activities?
Contact Fields
Field | Value / Rule |
Contact Owner | The customer who has picked up the call or missed the call, the last agent will be the contact owner. If there is no owner found with an email ID, the default owner (1st user of Freshsales) will be assigned. |
Mobile | 10-digit caller’s number will be added. |
10-digit caller’s number@ivr.com |
Activity Fields
Field | Value / Rule |
Call From | 10-digit Caller’s number |
Related to | Existing/New Contact |
Call Type | Inbound/Outbound |
Description | Department Name: [Department Name], Status of call: [Status of Call], Call duration: [Duration of call], Call start time: [Start time of Call], Call end time: [End time of call], Recording URL: [Recording URL if available], UID: [Unique ID of call], Agent: [MyOperator’s agent name], Event: [Incoming/Outgoing] |
7. Known limits & when integration fails
Pitfall | Result | Quick fix |
Emails don’t match | The owner shows “Unknown User”. | Edit email in either system. |
Dial mode = Simultaneous | Leads attached to the wrong owner / not logged. | Use Balanced / Serial-wise. |
Webhook disabled | No call logs. | Re-enable After-Call Webhook. |
Token expired | 401 errors on API calls. | Regenerate the token in Freshsales. |
Rate-limit 60 req/min | 429 errors; logs delayed. | Throttle or request limit increase. |
8. Expected results & how to verify
After a test call, you should see in FreshSales → Activities:
✔ Subject: “Inbound Call from 9876543210”
✔ Fields populated per table below
✔ Owner = agent email that answered
✔ Recording URL present (if recording enabled)
Field | Example | Notes |
Call From | 9876543210 | +91 not required |
Call Type | Inbound | Outbound if the agent dialled |
Call Start Time | 2025-02-09 14:03:12 | Timezone = org default |
Duration | 00:01:30 | HH:MM:SS |
Agent | A. Gupta | From the MyOperator user map |
9. Troubleshooting & escalation
Symptom | Likely cause | Fix |
“Invalid Company ID” | Typo | Copy again from API & Webhooks |
Success banner, but no Activity | Webhook not added | Re-add URL in section 5 |
Wrong Activity owner | Email mismatch | Align emails, resync users |
500 error on webhook | MyOperator API outage | Wait 5 min, retry; then email support@myoperator.com with log ID |
Keywords: FreshSales–MyOperator integration, AfterCall webhook, phonebridge_user sync, call activity logging, CRM user mapping
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