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); Growth and Scale (Old 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

This is

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.
Email	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

Updated on: 12/01/2026