How does MyOperator log and sometimes fail to log calls in Freshsales?

Quick answer

Every inbound, outbound, or missed call is pushed to Freshsales as a Call Activity
Match found → activity is appended to the Contact; no match → MyOperator creates a new Contact, assigns an owner, then logs the call.
Calls are not logged when PhoneBridge is disabled, the OAuth token has expired, or you use dial modes (Customer-first / Parallel) that break owner mapping

When to use this guide
Prerequisites
Six-step configuration
What happens after each call type
When does MyOperator not log a call?
Edge cases & field-length limits
Expected outcome & test commands
Troubleshooting & common errors
Best-practice dial modes
Data-flow diagram
Related articles

1. When to use this guide

You need real-time call logging on Contacts, Deals, and Tasks in Freshsales.
You want click-to-call, owner auto-assignment, and zero-duplicate contacts.
You prefer a deterministic recipe that both agents and AI bots can follow.

2. Prerequisites

Item	Requirement / where to find
Freshsales edition	Growth or higher (API access)
MyOperator plan	Growth or higher (CRM integrations)
User roles	Freshsales Admin + MyOperator Admin
Services	PhoneBridge & OAuth2 enabled
Browser	Latest Chrome / Firefox / Edge
Number format	Use E.164 (`+15551234567`) in both systems

3. Six-step configuration

#	Action	UI path/command	Expected result
1	Enable After-Call Webhook	MyOperator → Settings → Webhooks → AfterCall → Enable	“Webhook enabled” badge
2	(Optional) Enable Click-to-Call	MyOperator → Settings → Click-to-Call → Enable	“Click-to-Call active”
3	Verify matching agent emails	Freshsales → Admin → Users; MyOperator → Users	All agents green-checked
4	Copy Freshsales Domain & API token	Settings → API Settings	Tokens copied
5	Copy Company ID & Secret Key	MyOperator → Settings → API Integration	Keys copied
6	Set dial mode	MyOperator → Dialer → Strategy → Balanced / Serial-wise	Dial mode saved

4. 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

Info

Missed call logging toggle: MyOperator → Integrations → Freshsales → Missed Call Logging

Expected: Activity appears ≤ 5s (≤ 60s during API throttling) and contains type, direction, agent, duration, disposition, recording URL.

5. When does MyOperator not log a call?

Scenario	Why logging fails	Quick fix
PhoneBridge disabled	Voice channel offline	Enable in Freshsales → Voice & SMS
OAuth token expired	Token revoked after 30 days or password reset	Re-authenticate in MyOperator
API rate limit > 60 req/min	429 errors; logs delayed/dropped	Throttle or request a higher limit
Do-Not-Disturb number	Legal compliance	Remove the number from the DND list
Customer-first / Parallel dial	Owner mismatch	Use Balanced or Serial-wise
Duplicate numbers	Same phone in multiple modules	Deduplicate or set “Primary Contact”
Field mapping deleted	Mandatory “Phone” removed	Re-map fields
Sandbox mismatch	Prod calls → Sandbox org	Match environments

6. Edge cases & field-length limits

Module priority — Freshsales links to the first Contact ID found.
Subject max length = 255 chars (truncated).
Description max length = 4,000 chars (truncated).
UID length ≤ 50 chars.
Recording URL stored as plain text; Freshsales doesn’t validate HTTPS.

7. Expected outcome & test commands

Test GET (sanity):

curl --request GET \
  --url 'https://acme.freshsales.io/api/activities' \
  --header 'Authorization: Token token=<YOUR_API_TOKEN>'

HTTP 200 + JSON array = credentials OK.

Sample POST payload to After-Call Webhook:

{
  "uid": "n2.1693821.44210",
  "call_type": "Inbound",
  "phone": "+15559876543",
  "contact_id": 2019827,
  "agent_name": "Jane Doe",
  "call_start": "2025-09-04T08:12:10Z",
  "call_end": "2025-09-04T08:13:40Z",
  "duration_sec": 90,
  "recording_url": "https://files.myoperator.co/rec_12345.mp3",
  "status": "Connected"
}

8. Troubleshooting & common errors

Symptom	Likely cause	Resolution
Activity missing	Webhook disabled	See Step 1
`AUTH_INVALID_TOKEN`	Token expired	Regenerate token
Wrong owner	Email mismatch	Sync agent emails
Duplicate Contacts	Non-E.164 numbers	Enforce E.164

Escalate after 30 min unresolved → support@myoperator.com (Tier-2 SLA ≤ 4 h).

9. Best-practice dial modes

Dial mode	Accuracy	When to choose
Balanced (recommended)	★★★★★	Even distribution; correct owner mapping
Serial-wise	★★★★☆	Sticky-agent experience; reliable logging
Customer-first	★★☆☆☆	Quick customer reach; risk owner mismatch
Parallel	★☆☆☆☆	Fast ring-all; logs may fail → emergencies only

Flip-side summary: faster dial modes risk lost or mis-assigned activities.

10. Data-flow diagram

Keywords: Freshsales integration • MyOperator call logging • PhoneBridge • Balanced dial mode • E.164 • After-Call Webhook • Call Activity

Updated on: 11/09/2025