Admin Guide

CRM Basics

Introduction to CRM 

CRM software provides a seamless experience across the customer lifecycle by helping businesses  track communication, manage opportunities, analyze sales, and synchronize data across teams for  maintaining better customer relationships. An effective CRM software breaks organizational silos across  sales, marketing, and support, allowing businesses to connect with customers across all touchpoints in  one system. 

What is Freshsales? 

Freshsales is a cloud CRM software that gives businesses of all sizes everything they need to manage  their sales in a hassle-free package. With a highly intuitive UI and a powerful feature set, Freshsales  is designed to help your business – right from attracting prospective leads to nurturing relationships  throughout the customer lifecycle.  

With Freshsales, you can gain complete context into customer behavior, engage meaningfully, nurture  customers for upsell and cross-sell opportunities and never miss a chance to close more deals.  

Read on to get acquainted with Freshsales and learn how to create your Freshsales account.  

Navigate through the Freshsales UI 

When you open your Freshsales CRM, here’s everything you’ll see on the page. 

Activities Dashboard: one-stop view of all your activities and appointments

The Activities Dashboard is your one-stop view for all your to-dos and scheduled appointments. This  page will tell you exactly what sales activities need to be done for today, tomorrow, or even the coming  week—and at what time. 

From this page, you can navigate to the leads page on the left pane.  

Let’s have a look at what you’ll see on the leads page: 

ྲ Left Pane: Access all the key modules such as Leads, Contacts,  Accounts, Deals, Conversations, Reports, Dashboards, and  Admin Settings from the left pane. Here’s a brief look into what  each of these sections contains:  

ྴ Leads: A list of all the prospects or ‘Leads’ present in your  account. This is the default view when you open Freshsales.  ྴ Contacts: Contains a list of all the converted leads or  ‘Contacts’ that are present in your account.  

ྴ Accounts: Contains a list of all the companies or ‘Accounts’  associated with your Contacts. Use Accounts to track  businesses that are your customers and also explore new  business opportunities with existing accounts.  

ྴ Deals: Contains a list of all business opportunities or ‘Deals’  present in your CRM. 

ྴ Conversations: Allows you to access the Team Inbox, your  Personal Inbox, Email Templates, and Sales Campaigns. ྴ Reports and Dashboards: Track the progress of your leads,  your teams, and your sales pipelines by creating reports.  Create a consolidated view of all reports and track them in  real-time by adding them to dashboards. 

ྴ Admin Settings: Make configurations related to your  Freshsales account from the Admin Settings page. It allows  you to define the behavior of your modules, add users,  create workflows, and do more with your CRM.  

ྴ Freshworks Switcher: Access accounts connected with  other Freshworks products.  






Reports and Dashboards Admin Settings 

Freshworks Switcher 

Search bar Add new Profile  Settings  


ྲ Search bar: Search for Leads, Contacts, Accounts, Deals, and Reports.  

ྲ Add new’ button: Add records, create emails, sales activities, and reports. ྲ Profile Settings button: The profile icon holds access to all profile-related settings. Configure  your profile-specific email, calendar, language, and time zone settings, and access teams, email  templates, and sales campaigns by clicking the Profile icon.

Access Admin Settings 

The Admin Settings page gives you control over your CRM and allows  you to configure the account to suit your business needs. Here’s  everything you can do from the Admin Settings page: 

ྲ Email and Phone: Configure email and phone settings for your  account and manage email templates.  

ྲ CRM Customization: Customize the CRM to suit your business  needs by renaming the four core modules– Leads, Contacts,  Accounts, and Deals – and configuring each module to capture  relevant business information. Customize sales pipelines,  stages and sales activities to match your unique sales  processes. 

ྲ Automation: Reduce manual effort for business tasks by  automating repetitive tasks such as assigning lead scores and  updating records.  

ྲ Integrations: Integrate Freshsales with other Freshworks  products and third-party popular business apps to access  critical information from within the CRM. Additionally, you can  also integrate Freshsales with your website to capture website  visitors as leads and track their website activity.  

ྲ CSV Data Import: Import records such as leads, contacts,  accounts, and deals into your CRM by uploading them.CSV file  format and track the history of all imports.  

ྲ CRM Data Migration: Migrate your data from other CRMs into  Freshsales in one-click.  

ྲ General Settings: Add users and define their roles and  permissions, manage multiple currencies, create teams and  territories, set sales goals. Additionally, track all configuration  changes made in the CRM by users using Audit Logs. 

ྲ Account Settings: Access details about your account and  upgrade to a higher plan from your existing plan. If your security  compliance requires you to host data within the EU, you can  move your account to an EU data center. You can also whitelist  IPs to allow users access to your Freshsales account only from  trusted networks. 

Now that you know your way around Freshsales, let’s move to the  next chapter where we learn how to customize Freshsales.

Customize Freshsales

Every business has sales processes that are unique to itself. So it’s only right that your CRM can  be customized to suit your business processes. Tailoring your CRM to your company’s unique  processes helps boost your teams’ efficiency and productivity. In this chapter, we’ll dive into the  different ways you can customize Freshsales to better fit your business needs.  

Follow these steps to set up the basic functionality of Freshsales account before you bring your  users onboard the CRM 

Customize your modules 

Freshsales comes with four standard modules—Lead, Contact, Account, and Deal to organize your  business data. Your business, however, may follow a different nomenclature that could be industry specific. As an admin, you can rename a module in Freshsales to speak your language. 

To rename modules, go to Admin Settings > CRM Customization > Module Customization. Here, you  can rename the four main modules — Leads, Contacts, Accounts, Deals. When you rename a module,  the change reflects across Freshsales.  

You can also rename the convert action by going to Admin Settings > CRM Customization > Module  Customization > Lead > Rename module > Rename Convert action


Each of the four modules in Freshsales comes with predefined fields to get you started, right off the bat.  Additionally, you can create custom fields to capture more information specific to your business. You  can also rename the default fields. If needed, you can also hide fields in a module.  

You can customize Freshsales by adding custom fields, mapping lead fields to suitable contact, account  or deal fields, creating groups and sub-groups, renaming, reordering and deleting fields and groups.  

ྲ Custom fields 

As your business grows and evolves, the customer information that’s relevant to your business also  changes. This information helps your salespeople keep track of clients and deals. Freshsales provides  a list of default fields for Leads, Contacts, Accounts, and Deals. You can edit, reorder, or hide them to  suit your needs. You can also create custom fields to capture additional information. 

ྲ Custom field types  

Freshsales provides a list of custom field types to capture customer information.  

ྴ Text field: Accepts all alphanumeric characters (character limit – 99).  

ྴ Text area: Accepts all alphanumeric characters.  

ྴ Number: Accepts only numeric values  

ྴ Dropdown: Select a choice from a dropdown list of predefined choices. 

ྴ Checkbox: Select one or more choices from a list of predefined choices.  

ྴ Radio button: Select a single choice from a list of predefined choices. 

ྴ Date picker: A pop-up calendar to select a date. 

ྴ Lookup: Lookup field displays values based on the search criteria you specify.  ྴ Multiselect: Select one or more choices from a dropdown list of predefined choices.  ྴ Formula: Auto-calculated fields that derive their value from an expression assigned by the  admin. 

ྲ Add a custom field 

ྴ To create custom fields, go to Admin Settings > CRM Customization > Leads/Contacts/ Accounts/Deals modules.  

ྴ Click the Add field button, assign a label for the field, and configure the field properties as  needed.  

ྴ Here’s a brief look at what the field properties are:  

– Field Label: Denotes the name of the custom field.  

– Field Type: Denotes the type of information that the field accepts. 

– Tooltip: Describes the purpose of the field. 

– Placeholder text: This text prompts users to enter the correct data.  

– Map Field: Mapping a custom lead field to a contact ensures the data from the lead is  transferred to the corresponding contact, account or deal.  

– Group and subgroup: Arrange relevant fields into groups or subgroups. 

– Required field: Make a field mandatory by marking as a required field. 

– Read-only field: Read-only fields cannot be edited by the users. This ensures that you have  total control over important data.  

– Quick add: Marking a field as quick add consolidates it in the quick add form. You can use  quick add for fields that are used often.  

– Unique: When a field is marked unique, the user cannot save the record if the value in the  field is already present in the system. 



ྲ Hide a field  

Freshsales allows you to hide less relevant fields from your forms and show only those that need to be  filled. This reduces the length of your form and provides a clear view of the necessary details.  

ྴ To hide a field, go to Admin Settings > Leads/Contacts/Accounts/Deals module and click the  dropdown on a field and click the Hide Field button. 

ྲ Delete a field  

You can also delete those fields that are no longer used.  

ྴ To delete a field, go to Admin Settings > Leads/Contacts/Accounts/Deals module and click  the dropdown on a field and click the Delete Field button.  

ྴ Deleting a field deletes all data stored in this field, across Freshsales.  

ྲ Create groups and sub-groups 

CRM is a great way to centralize customer  

data. But quite often, your CRM is cluttered  

with stacks of unorganized information.  

You get lost in this pile of data and waste  

time scrolling back and forth, trying to land  

on the right customer information. Create  

groups and subgroups in Freshsales to  

categorize your lead information and make  

data access effortless.  

ྴ To create a group, go to Admin  

Settings > CRM Customization >  


Module and click on the Add  

Group button.  

ྴ Give the new group a name and  

create a main group or subgroup  

from the dropdown list.  

ྴ To create a sub-group, choose the  

group under which it needs to be  



ྲ Field dependency  

Field dependency helps you set the behavior of a field based on the option you choose. You can set  up fields that are relevant only to the dropdown that is chosen. For example, you can establish a  dependency between fields ‘country’ and ‘state’. Depending on the country you choose, you can set a  list of states to choose from.  

ྴ To set field dependency, go to Admin Settings > CRM Customization > Leads/Contacts/ Accounts/Deals Module and click on Field Dependency > Create Dependency.  ྴ Select the controlling and dependent fields from the drop-down and hit Save.  ྴ Controlling fields control the available values in one or more corresponding dependent fields.  Dependent fields display values based on the selected controlling field.  

Note: Only Dropdown, Checkbox, and Radio button fields can be marked as controlling fields.  

ྲ Field mapping  

When you convert a lead into a contact, the data from the lead is transferred to the corresponding  contact, account, and deal. The lead is no longer available in the Leads tab. To ensure that the data  from your lead fields aren’t lost during conversion, you need to map the lead fields to the respective  fields of the contact, account, and deal.  

ྴ To map fields, click the Field mapping dropdown while adding a lead custom field and choose  the entity to which the field needs to be mapped. 

ྴ You can map to an existing field or create the required field from the field mapping screen.


ྴ You can also map all custom fields from the Lead Conversion Settings button. Define the rules  for converting and map each custom field to a Contact/Account/Deal. If you don’t want the  custom field information to be transferred to other modules, choose not to map the field.


Preview form 

Once you are done creating default or custom fields, you can get a preview of the quick add form. You  can also test the form by adding information.  

ྴ To view the preview form go to Admin Settings > CRM Customization > Leads/Contacts/ Accounts/Deals Module and click Preview.  

ྴ Details added to the preview form do not get created as new records. 


Sales pipeline 

The sales process of your business varies depending on your business model or the products you offer  or the markets you cater to. To implement a sales process, you need to create and manage your sales  pipeline. Freshsales lets you visualize, manage, and track the progress of every deal easily in the sales  pipeline.  

ྴ Set up multiple deal pipelines  

If your company handles multiple sales processes, you need to create separate pipelines to manage  them. This way, your sales reps can work with a pipeline that is most relevant to their sales cycle.  

ྴ To create multiple pipelines, go to Admin Settings > CRM Customization > Pipelines and click  on Create pipeline. Give a name for the pipeline, create deal stages, provide deal rotting age  and deal stage probabilities according to your sales cycle, and hit Save.  

Note: Rotting age is the time after which the likelihood of conversion of the deal drops. Deal  stage probability is a percentage operator that works on the total deal value of the stage. 


ྲ Mark your default pipeline 

You can set the most commonly used pipeline as the default pipeline. 

Here are a few things you need to keep in mind about the default pipeline: 

ྲ When you migrate from spreadsheets or another CRM, all deals will be migrated to the default  pipeline, unless specified otherwise.  

ྲ When you delete a pipeline, deals from the deleted pipeline are automatically moved to the default  pipeline.  

ྲ When you downgrade from a plan, all deals from multiple pipelines are moved to the default  pipeline.  

To make a pipeline default, go to Admin Settings > CRM Customization > Pipelines and enable the  mark as default checkbox.

Sales activities 

Sales are built on relationships. Sales reps attempt various methods of interaction to build a strong  customer relationship and propel the sales process. Any type of such interaction between your sales  rep and the prospect can be recorded as a sales activity in Freshsales.  

ྲ Default sales activities 

Freshsales provides both default and  

custom sales activities. Default  

activities like emails, call logs, tasks,  

appointments, chats, etc. are readily  

available. You can’t customize default  

sales activities but you can create  

new ones. 

ྲ Custom sales activities 

ྴ To create custom sales activities  

go to Admin Settings >  

CRM Customization > Sales  

Activities and select the  

Create Activity button.  

ྴ Give the new activity a name,  

pick an icon, and specify  

possible outcomes for  

the activity.  

ྴ You can also enable the  

Check-in feature depending  

on the activity. This feature  

enables sales reps to confirm  

their presence for a sales  

activity when they reach the  

location on the Freshsales  

mobile app and keep their  

team in the loop. 



Tags are unique identifiers that allow users to label records. This is to help simplify sorting and  accessing records. Users can create and access tags for any of their records— Leads, Contacts,  Accounts, Deals, and Email templates. 

ྲ Create a tag 

With Freshsales, you can create two types of tags: 

ྴ Custom tags: These are the tags that can be created by users while adding a tag to a record.  ྴ Default tags: Tags created from within the Tag settings page are referred to as Default tags.  These tags show up as suggestions whenever users try to add tags to leads, contacts, accounts,  deals, and emails on Freshsales. 

To create a default tag, go to Admin Settings > General Settings > Tags and type the name of the new  tag and hit Add. These tags are considered as default tags if the Private Suggestions toggle is turned on.  

ྲ Delete a tag 

You can delete a tag only if it is removed from all associated records. 

ྴ If you try to delete a tag without removing it from all associated records, you will receive an  error notification.  

ྴ Once the tag is removed from all records, click the Delete icon to delete the tag. ྴ Note: Records in the recycle bin will also need to be disassociated with the tags before a tag  can be deleted.



If your company operates across multiple geographies, chances are you handle deals in various  currencies. In Freshsales, you can add different currencies in your account so sales teams can perform  transactions in the customer’s currency.  

ྲ Set up the base currency  

The base currency is your company’s default currency. It is used to show aggregated values in pipeline  views.  

ྴ To add a base currency, go to Admin Settings > General Settings > Currency and select a base  currency from the dropdown.  

Note: The base currency can be set up only once and cannot be changed once you add more than  one currency. 

ྲ Add multiple currencies 

ྴ To set up multi-currency, go to Admin Settings > General Settings > Currency and click on the  Add Currency button. 

ྴ From the dropdown, select the currency you want to add. Note that once a currency has been  added, it can never be deleted. 

ྴ But, you can disable the currency to prevent it from appearing on the dropdown.  ྴ Once disabled, users cannot create deals in that currency until it is enabled once again by the  admin. 


ྲ Manage conversion rate 

You can opt between automatic and manual conversion rate. These conversion rates will be used to  convert the deal value to the base currency. If you choose an automatic conversion rate, Freshsales  uses the exchange rates available through Open Exchange Rates. The currency conversion rate updates  every day at 00:01 UTC. You can also manually edit the conversion rate.  

ྴ To edit, go to Admin Settings > General Settings > Currency and click the Edit button for the  currency whose conversion rate you wish to manually modify.  

Note: The new conversion rate will be used only for all deals created or closed in the future. Any  past deals, closed or created before changing the conversion rate will continue to have the same  base currency value.  

ྲ View past conversion rates 

ྴ You can view past conversion rates for a currency by clicking on the ‘View past rates’ button  next to each currency.  

ྴ This opens a dialog box that carries the entire history of conversion rates for that currency.  ྲ Delete a currency 

Once you’ve added a currency, it can never be deleted. However, you can disable the currency to  prevent it from appearing on the dropdown. Once disabled, agents will not be able to create any deals  in that currency until it is enabled once again by the admin.  

Please contact support if you want to change your base currency, or delete a currency. 


Recycle bin 

When you delete records, they are stored in the recycle bin. If you’ve accidentally deleted records, you  can retrieve them from the recycle bin.  

ྲ To retrieve deleted records go to the list view for leads, contacts, accounts or deals, click the  Views button and the Recycle bin section. 

ྲ In the Recycle bin section, choose the hamburger icon at a record and hit Restore.  ྲ Alternatively, you can also bulk select records and click the Restore button. ྲ You can also remove a record from your recycle bin by clicking the hamburger button associated  with a record and click forget

Note: The recycle bin stores all deleted records for a period of 90 days before deleting the data  from Freshsales permanently. 

Now that you know how to customize your Freshsales account, let’s move on to how you can set up  email in Freshsales. 


Set up email


Setting up email enables users to use a common email address as the sales email address and  also create leads/contacts from outbound emails. You can also use the Email settings section  to define conditions to blacklist domains so that internal email addresses are not added as  leads or contacts. 

Step 1: Auto-forward your sales emails  

Your sales email address is one that receives a high volume of emails from your leads and customers.  In such a situation, your sales reps would not be able to respond to all emails assigned to them. Adding  your team inbox makes emails visible to everyone on the team. Any email sent to your account email  address can be found in your team inbox. It is a common room for all sales reps to read and reply to  emails that your company receives. 

You can create leads or contacts via email by forwarding these sales emails to a custom email address  provided by Freshsales. When you forward your emails to this address, the senders are added as leads,  and their emails get associated with their profiles in Freshsales.  

ྲ To set up a custom email address, go to Admin settings > Email and phone > Email Settings.  ྲ Add your sales email addresses and choose which record the emails need to be associated with —  oldest records, records with the most activity, all the records, or assigned records only. ྲ Click Verify. This triggers a verification email to be sent to your account.  

ྲ Once you verify the email, your sales email address gets successfully synced with your team inbox. Note: To view the team inbox, click the Conversations tab under Email and select Team inbox.  

Step 2: Exclude domains 

Your sales email address is dedicated to customer engagement and lead generation. However, you get  emails from people you are not selling to, like colleagues, investors, and partners. You don’t want to  create leads from such domains.  

ྲ To exclude such email domains, go to Admin settings > Email and phone > Email settings. Under  Excluded domains, enter the domains you’d like to stop receiving emails from and hit Save


Step 3: Set up DKIM (Settings for outgoing emails) 

ྲ The emails that you send to your prospects may have via in the from address. To hide  it in your email, you can add DKIM records to your domain.  

ྲ Go to your domain registrar’s website and login to the domain control panel.  ྲ Open your DNS configuration settings, find the page to update your domain’s DNS records, and add  the following records.  

Record Type 

Host Name 











(Note: @ represents root domain, some service providers  represent root domains with a blank value)

v=spf1 include:_spf. ~all

Save your changes when done. After you’ve published the records, login to your Freshsales account and  go to Admin settings > Email and phone > Email settings > Settings for outgoing emails.  

ྲ Enter your domain name and verify it. 

With email settings configured, you can now capture leads from inbound emails and manage all  business emails from a single source. Let’s move to the next chapter, that covers everything about  setting up phone powered by Freshcaller for your Freshsales account. 


Set up phone


From discovery to closing, sales calls are a crucial part of your sales process. Using Freshsales,  you can place calls with the phone powered by Freshcaller, without having to switch browser  tabs. Freshcaller is a cloud-based phone system from the Freshworks ecosystem. This phone  channel also allows you to customize your IVR, add business hours, record calls, automatically  log calls, mask your number, and analyze vital call metrics. You can configure a Freshcaller  account, purchase phone numbers, and phone credits, right from within Freshsales. 

Step 1: Configure Freshcaller 

Freshcaller is a phone channel natively integrated with Freshsales and allows users to make and receive  calls from within Freshsales.  

ྲ To set up a Freshcaller account on Freshsales, go to Admin settings > Email and phone > Phone  settings. Here, you can either choose to create a new Freshcaller account or integrate with  existing accounts.  

ྲ Set up phone 

ྲ To get a new account, click the Create new account button.  

ྲ Clicking this button creates a New Freshcaller account with the domain URL. For example, if your  Freshsales domain URL is “”, then your new freshcaller domain URL will be  “”. 

ྲ You can add or remove users who get access to the account and create Freshcaller groups using  territories. Click Save to initiate migration.  

ྲ Once migration is complete, you will receive an email with the migration report. To link your  existing account, choose the account name and click Link


Step 2: Add agents 

ྲ To add new agents to your Freshcaller account, go to Admin > Agents(Users) in Freshcaller. Enter  their email address, assign them a role and click Add agent.  

ྲ To create new teams, go to Admin > Teams, give the team a name, add relevant users from the  drop-down and hit Add Team. 

Step 3: Configure rules 

You can set up rules for incoming calls based on which appropriate actions will be performed on a call.  

ྲ In Freshcaller, go to Admin settings > Rules.  

ྲ To add a new rule, click the New Rule button, add the numbers, business hours, and the actions  that will be performed on them. 


Step 4: Buy phone numbers 

Once your Freshcaller account is set up, you need to purchase phone numbers to make and receive  calls in Freshsales.  

ྲ To purchase phone numbers, go to Admin settings > Numbers in your Freshcaller account.  ྲ You can either buy a local number in your country and charge customers when they call or buy a  toll-free number. From the list of available numbers, click on Buy to purchase.  

ྲ On the same page 

ྴ You can also choose to enable call recording for all calls, incoming, outgoing or to record  manually.  

ྴ Use call masking to display a phone number in place of your actual number. Once enabled,  choose the alternate number which will be displayed.  

ྴ To create voicemail messages, go to Admin settings > Messages in your Freshcaller account  and click New Message. You can record a message, upload a prerecorded audio file or use text to-speech and click Save

In the next chapter, learn how to onboard your users on to Freshsales.


Onboarding users/agents


The previous chapter dealt with customizing Freshsales to adapt to your business and its  practices. The next step is to onboard your team members to Freshsales. Let’s get started. 

Add users 

The first step to onboard your team is to add users to Freshsales.  

ྲ To add a user, go to Admin settings > General Settings > Users and click the Add user button. ྲ Enter the mandatory (user’s full name and email address) and optional fields. ྲ Add the user to a team and assign a role.  

ྲ If the user is already a part of another Freshsales account or other Freshworks product, they will  receive an email to join Freshsales. By clicking the Join Account button, they can use their existing  Freshworks credentials to log into Freshsales.  

ྲ If the user is not a part of any Freshsales account or Freshworks product, he will receive an email  requesting him to Activate Freshsales. Clicking “Activate your account” will take the user to a  page where he/she will have to create login credentials. Once the password is created, the user will  be redirected to Freshsales.  

Note: When adding a user, you can assign a role to the user, i.e. define the activities that the user  can do within the CRM. You can add more than one role to the user. 


Define Roles 

Defining roles in the CRM helps you control and manage the permissions and access given to different  members on your team. Freshsales provides 5 default roles — Restricted user, User, Manager, Admin  and Account Admin. You can use these 5 roles as a basis to modify permissions and create customized  roles. 

ྲ To configure new roles, go to Admin Settings > General settings > Roles and click Create role.  ྲ Give the new role a name and choose the role whose permissions you wish to clone and set the  scope for the role. Scope is the extent to which you want your users to access records. You can  choose from global, territory or restricted scope. 

ྴ Global scope: Users can access all records in Freshsales account without any restrictions. ྴ Territory scope: Users can access records only within their territory and those assigned to  them.  

ྴ Restricted scope: Users can access only those records assigned to them.  

ྲ By default, it is set to the global scope. Once the scope has been set, click Nextྲ Next, choose the relevant permissions for the role. You can alter permissions to categories like  Modules, Actions, Sales goals, Reports, Admin access, Emails, Sales sequences, User settings, and  Admin settings. 

ྲ Let’s look at an example. Say you need to create a new role for a sales development representative  (SDR). You may want to provide access to view, create, and edit records but decline access  to delete records in Modules. Similarly, you may want to allow access to create goals only for  themselves. You can also configure role settings for Reports, Emails, and Sales Sequences. 

ྲ You can also edit field permissions for leads, contacts, accounts, and deals. You can make the  fields editable, read-only or hidden. You can make these edits for both custom and default fields.  After you create your new role, click on “Assign users” found on top to assign users to that role.  

ྲ Click on the Assigned users tab to view the list of users assigned for a role. Click on a user’s name  to edit their user settings. 


Deactivate and delete a user 

If you don’t want new leads, contacts, deals, tasks, and appointments to be assigned to a particular  user, you can deactivate the user temporarily. This way, your sales process continues smoothly even in  the absence of the user.  

ྲ To deactivate a user, go to Admin settings > Users

ྲ View the list of active users in the Users list view page.  

ྲ Click the Deactivate button from the dropdown beside the user’s name.  

ྲ You have the option to transfer their records to another user, leave it as is, or unassign their  records. Click Deactivate.  

ྲ On deactivating, the user’s details cannot be edited, and the deactivated icon appears beside the  user’s photo. 

Note: You can access the list of inactive customers by clicking the ‘Inactive Users’ tab in the  Users page.  

ྲ But if there is a requirement to remove a user from Freshslaes, you can opt to delete the user. To  delete a user, go to Admin settings > General settings > Users. Click the delete button from the  dropdown beside the user’s name. Remember, you cannot undo this action.  

Note: When you delete a user, all their records do not get assigned to another user unless  specified. By reassigning their records to another owner, you can ensure that no lead or contact  is left unattended. So, always opt to reassign a user’s records before deleting them.


Reactivate a user 

ྲ To reactivate a user, go to Admin Settings > Users > Inactive users.  

ྲ Here you can find a list of all deactivated users. Click on the dropdown and click Activate.  ྲ You can also reactivate a user by clicking on the user name in Admin Settings > Users >  Inactive Users and clicking on the Activate in Freshsales toggle. 

ྲ When you reactivate a user, the user will receive an email notification after which, the user can sign  into the application.  

ྲ Since the user’s records persist, they can start working on them right away. But, you should assign  a phone number to the user (if you had assigned one previously). 

In the next chapter, know how to group users into territories and teams. 


Lead Assignment and  Lead scoring


With leads flowing in from various sources, you need a way to prioritize and organize them to  help your sales teams focus their time and effort on appropriate leads. By grouping users into  territories based on geography, product, industry, etc., you can also have leads automatically  

assigned to them. Territory management can help spread out the workload for your sales team,  build better customer relationships and improve the efficiency of lead management.  

Step 1: Configure territories 

ྲ Create a territory 

Configuring territories helps your sales team focus their time on leads assigned to them.  ྴ To set up territories, go to Admin settings > General settings > Territories and click  Create territory.  

ྴ Give your territory a name, add a short description, and define the rules of the territory.  Territory rules are specific conditions that need to be satisfied for a lead to be assigned to a user  in that territory.  

ྴ To add a rule, select a lead field (both default and custom fields are displayed here) from the  dropdown, set a condition for the rule, and enter/select values to satisfy the rule (For example,  Field – Country; Condition – is in; Value – US, USA, United States ).  

ྴ You can add more than one value and separate them by commas, and combine multiple rules  with AND/OR conditions. 

ྴ The rules can be set by using the conditions, 

– Is in – retrieves territories which exactly match the value(s) given [Example: Field – Country;  Condition – is in; Value – US; Result: US] 

– Is not in – retrieves territories which do not match the value(s) given  

– [Example: Field – Country; Condition – is not in; Value – US; Result: India] 

– Contains – retrieves territories that exactly match the value(s) and those that have the  value(s) a part of the territory name. 

– [Example: Field – Country; Condition – contains; Value – US; Result: US, USA] ྲ Add users to a territory  

ྴ List of users who have access  

To add users to the new territory, enter the names of the users you’d like to provide territory  access to. These users will be able to view and edit the details of the leads in that particular  territory. 

ྴ List of users for auto-assigning leads in round-robin 

This ensures that lead records are equally distributed to each member. Each lead is assigned to  the users in rotation to the list of users mentioned. 

Note: You can assign users to any number of territories. 


Step 2: Create teams  

Teams in Freshsales helps you collaborate and work closely on sales opportunities, create and share  reports, campaigns, tasks, and appointments easier.  

ྲ To create a team, go to Admin settings > General settings > Teams or click your Profile settings >  Teams and click Create team.  

ྲ Give your team a name and add members to your team by clicking on the dropdown. Once you’ve  added your team members, hit Save.  

ྲ To remove a member, click on the hamburger menu to remove individually or select the checkbox.36 

Step 3: Configure lead scores 

Segment and sort your leads using lead scoring and help your sales team to prioritize the best leads.  

ྲ To configure lead scoring rules, go to Admin settings > Automation > Lead score customization.  ྲ By default, Freshsales categorizes leads into Hot, Warm, and Cold. You can customize the score  ranges using the score slider on a scale of 1 to 99 and even rename the categories.  ྲ You can set scoring rules based on four attributes:  

ྴ Lead property – All default and custom fields visible in the lead form. 

ྴ Email activity – The response to the emails you send from Freshsales [email open, email clicks  etc.] 

ྴ Application activity – The actions performed on your web page and website such as  configuring a particular feature, downloading a brochure, etc.  

ྴ Web activity – The pages viewed on your website such as pricing page, home page, careers  page, etc.  

ྴ To add a rule, select a field, give the condition, define the field values to be matched with, and  specify the score to be added or subtracted when the rule is satisfied. (For example, Field: Job  title; Condition: is in; Value: CEO; Action: add 20). 


Note: While the admin can configure settings, the users can re-edit some of them for their  respective accounts. For example, users can alter the language, time zone, and pipelines to suit  their needs.  

With territories and lead score configuration, your sales team can now manage and prioritize the best  leads easily and close deals faster. Let’s move on to the next chapter on how to migrate from another  CRM and import from CSV files.


Migration and import


With territories and lead scoring rules set up, the next step is to import your leads into  Freshsales. Whether you are migrating from another CRM or importing from spreadsheets, using  Freshsales data import feature, you can import all your customer data in a single click. 

You can opt for migration if you are moving from another CRM and need to move all data from it.  Migration shifts all records from your old CRM into Freshsales. 

Data import can be done for specific records, i.e, Leads, Contacts, Accounts, and Deals  separately. Also note that, while migration is only an admin setting, import can be performed by  users in their respective accounts as well.  

Migrate from another CRM 

Freshsales supports migration from Salesforce, Pipedrive, Insightly, Zoho, and SalesforceIQ. Start by  exporting each module data from your other CRM as CSV files in a zipped folder. You can import your  leads, contacts, accounts, deals, and activities (tasks, appointments, and notes) into Freshsales. 


1. Before you begin import 

ྲ Before you migrate your data, here’s a list of things you need to prepare: 

ྴ Create users  

Create users to associate with the records that you migrate, You can also create new users by  uploading a list of users as a ZIP file. 

ྴ Create custom fields 

Create custom fields in Freshsales to match with the custom fields from your source CRM.  Before you begin the import, run a test migration with sample data, and fix the data if any errors  arise.  

ྲ To begin import go to Admin settings > CRM data migration, choose your source CRM and upload  the zip file. In the overlay, check the two boxes confirming that users and custom fields have been  created. Only then can you upload your zip file.  

ྲ Next, choose the zip file to upload. For CRMs that do not provide ZIP export, export the CSVs/ XLSXs, compress the folder containing all files to ZIP and upload. Once uploaded, check the  authorization checkbox and hit Import.  

2. Import history  

ྲ When the import is complete, you will be redirected to the import history page where you can view  summary cards for the recent imports.  

ྲ You will also receive an import status email with a summary of the import. It shows the number of  records in the CSV/XLSX file, records updated from the file and, the number of records that failed  to import.  

ྲ If some of your data wasn’t imported, the details of the error log will be attached to the email. Fix  the errors in the file and re-import.  

Note: You can only import files lesser than 250 MB in size. If your ZIP file is greater than 250MB,  reach out to support to manage import. 

Import from CSV/XLSX file  

1. Prepare your CSV/XLSX file 

ྲ Begin import by preparing your file. Make sure your CSV/XLSX file has a column that can be mapped  to the Last name field for leads/contacts and Account name for accounts in Freshsales. These are  mandatory fields that must be mapped for import to complete successfully. Mapping all mandatory  fields ensures that you maintain data hygiene in your CRM when importing. Create custom fields in  Freshsales to map with the custom fields in the CSV/XLSX file. For example, if your account has a  custom field in your CSV/XLSX file named ‘Subscription number’, ensure that you create this field in  the respective module in Freshsales. 

ྲ If you want to import data for multi-select fields, separate the data with semicolons (;). For  example, for the multi-select field, Industry, separate the different industries like real estate,  SaaS, Finance, etc. with semicolons in the CSV/XLSX file.  

ྲ For checkbox fields, ensure the values are either or or True or False.  

ྲ Note: Ensure that the file size does not exceed 5MB.


2. Identify duplicates 

ྲ To begin import go to Admin settings > Data import, choose which module data you wish to  import and upload the CSV/XLSX file. All records get added as new records in Freshsales.  ྲ You can choose to identify duplicate records and match them based on identifiers (Email,  Freshsales ID, Phone number, Work number, etc.) You can choose which identifier to use to detect  duplicate records.  

ྲ Next, choose how to manage these duplicates.  

ྴ Skip import for all duplicate records. 

ྴ Update all duplicates ‘without overwrite’ – will update only blank fields or ‘with overwrite’ –  will update all fields and overwrites the values present in the fields.  

3. Pick a format for the date fields 

ྲ Next, choose a format for the date fields in your file. You can choose between  ྴ DD/MM/YYYY 



4. Map owner and add tags 

Choose a user who will be assigned as an owner for all records that are unassigned (i.e the owner field  is left empty on the CSV/XLSX file). You can also add tags to all records imported. And hit Next.


5. Mapping columns of CSV/XLSX to fields 

ྲ Once the file is uploaded, the next step is to map the fields. By default, some headers will be  automatically identified by Freshsales and will be mapped to the corresponding fields. For the  others, you can manually map them by choosing from the drop-down.  

ྲ Note that fields like Last Name and the field you’ve chosen to find duplicates need to be mapped  to start the import.  

ྲ Ensure that the field type matches the type of value in the column in the file. If you map a numeric  field in Freshsales to a text field in your file, the record will not get imported to Freshsales.  ྲ If there are columns you do not wish to import, you can skip them by leaving them unmapped.  ྲ Once a field is mapped, it is unavailable to be mapped with another field.  

ྲ After you have mapped all fields, hit Import

6. Import history 

ྲ Once the import is complete, you will be redirected to the Import History page. You can see  summary cards for historic imports and get information on the number of records successfully  imported, how many failed etc.  

ྲ For each import, click on the View Record option to view the list of records imported.  ྲ You will also receive an import summary email with a summary of the import. 


7. Reason for failure 

ྲ In the case of import failure, check the import file for these possible reasons: ྲ Invalid email address: If the email addresses in your CSV/XLSX file aren’t of the proper format (For  example, jamessampleton@sales, 

ྲ Unmapped Columns: If the columns aren’t mapped with any of the fields in Freshsales. ྲ Improper Field Type: If the field type is different from the type of value in the column. ྲ Drop-down Values: If you’re mapping a column with values for a picklist (such as Radio button/ 

Checkbox/Drop down menu) with a picklist field in Freshsales), ensure that the values in the  column match the choices of the field (picklist) in Freshsales. For example, if you’ve got a column  that has the values 1, 2, 3 for a field and want to map it to a radio button field in Freshsales, make  sure that that radio button has 1, 2, 3 as the field’s choices. 

ྲ Checkbox column values: If you want to map one of the fields as a checkbox, it should only  contain True or False. If not, the import for that column would remain blank. 

The records from your old CRM or spreadsheets will now be available in Freshsales. You can view the  imported records using the ‘Recently imported’ filter. 

Now that you’ve migrated your records to Freshsales, let’s move to the next chapter on how to  configure workflows in Freshsales. 


Workflow automations


Workflows in Freshsales help to automate repetitive tasks and cut manual labor out of your  sales process. Workflows perform predetermined actions when an event trigger occurs at  a specific date/time. You can automatically update record properties, send emails, create  tasks, set reminders, and also send notifications to third party apps via webhooks based on  specific criteria.  

Set up workflows 

ྲ To set up a new workflow, go to Admin settings > Automation > Workflows and click ‘Create  workflow.’  

ྲ A workflow configuration will require the following elements:  

1. NAME AND DESCRIPTION: specifies the name and describes what the workflow does.  

2. WHICH RECORD TYPE DOES THIS WORKFLOW APPLY TO?: specifies the record type on which  the workflow is executed.  

3. WHEN DO YOU WANT TO EXECUTE THIS WORKFLOW?: specifies the entry point for the  workflow. There are two types of entry points you can choose from. 

ྴ Based on record action  

– When the record is created: the workflow is executed only when the record is created. – When the record is created or updated: the workflow is executed every single time the  record is created or updated to modify the fields in the condition section. 

ྴ Based on date-time  

– Every Day: The workflow is executed daily at a specified time for all records. – Every Week: The workflow is executed weekly at a specified day and time for all records. – Every Month: The workflow is executed weekly at a specified day and time for all records. You can choose the recurrence of the workflow on a specific record 

Once, for each record or Recurrently, for the same record. 

4. WHAT CONDITIONS SHOULD TRIGGER WORKFLOW ACTIONS?: Lists the conditions to filter  the records on which the actions are performed. A maximum of 5 conditions can be applied in a  workflow. 

5. WHAT ACTION CAN BE PERFORMED?: Lists the automated actions to be performed on the  record. A maximum of 5 actions can be added in a workflow.


ྲ Once your rules and actions are defined, hit ‘Save’ or ‘Save and start’. 

ྲ The actions are performed immediately when the workflow is executed. 

ྲ If multiple workflows are triggered at the same point, these are executed in the order of the list  they are present. The top-most workflow will be executed first, and the bottom-most workflow will  be executed at the end. You can reorder the workflows in the list view to change the sequence. 


Integrate Freshsales with  Freshmarketer


Freshmarketer – the marketing automation solution from Freshworks helps your sales and  marketing teams work cohesively by giving them a 360-degree view of their customers and  their behavior.  

Freshmarketer syncs with Freshsales in real-time. Marketing teams can get insights on when  they can hand over potential leads to the sales teams and also track how they have progressed  with each lead. The sales team, in turn, receives these incoming leads and can qualify them as  potential prospects. In case, the leads go unresponsive, these cold leads are then picked up by  the marketing teams who try to re-engage with them. 

In a nutshell, integrating Freshmarketer with Freshsales gives you better automation, faster  conversions, and more sales. 

Freshsales – Freshmarketer integration 

ྲ Integrate with existing Freshmarketer account 

ྴ From your Freshsales account, head over to the Freshworks Switcher at the bottom left of your  screen.  

ྴ If you already have a Freshmarketer account, it will be displayed here. Click on the desired  account name to integrate with the associated Freshmarketer account. 

ྲ Set up a new Freshmarketer account  

ྴ Click on the link to create a new account in Freshmarketer. ྴ You will receive an activation email from Freshmarketer. 

ྲ Click on Activate Account. You will be redirected to the Freshmarketer dashboard.


ྲ On your Freshmarketer dashboard, click on the Settings icon on the sidebar. Choose Freshsales under the Integration settings displayed. 

ྲ In the Freshsales integration settings page that opens, enter the domain name and API key of  your Freshsales account.  

ྲ To find the domain name and API key, switch over to your Freshsales account and go to Settings > API Settings. Copy the API key displayed.


ྲ Navigate back to your Freshmarketer account and enter your Freshsales CRM domain name and  paste the API key in the respective fields and click on the Connect button. 

ྲ Under the Settings configuration page, configure the sync behavior between Freshmarketer and  your Freshsales CRM.


Here is the list of fields you need to fill:  

1. Freshsales entity to be synced: Pick your choice of Freshsales entities(Contacts or Leads or  both) that needs to be synced with Freshmarketer. 

2. Freshmarketer List to be synced: Choose the Freshmarketer list that you want to sync with  Freshsales from the searchable drop-down of Freshmarketer lists that is populated. 

3. Sync frequency: The sync frequency is real-time by default. 

4. Direction of sync: To set up the direction of sync for the integration, enable one of the  following toggles: 

ྴ 1 way – Push contacts from Freshmarketer to Freshsales 

ྴ 1 way – Push contacts/leads from Freshsales to Freshmarketer 

ྴ 2 way – Sync between Freshmarketer and Freshsales 

5. Conflict behavior: Predefine the order of precedence if in case a conflict occurs for contact  fields during sync between Freshmarketer and Freshsales. 

ྴ Freshsales updates Freshmarketer – If a conflict occurs, Freshsales data takes precedence  and overwrites Freshmarketer data. 

ྴ Freshmarketer updates Freshsales – If a conflict occurs, Freshmarketer data takes  precedence and overwrites Freshsales data. 

ྴ Recently updated takes priority – If a conflict occurs, the recently updated record will take  the precedence.  

6. Advanced settings: This toggle can be configured to handle Freshsales’ email opted out leads/ contacts post-sync. 

ྲ Click on Next to proceed to the field mapping settings. 

ྲ In the Field mapping settings, map Freshmarketer contact fields to the appropriate Freshsales  lead or contact fields. Once you complete mapping all the fields, click on the Start sync button to  initiate the integration.


ྲ As soon as your integration is complete, you can view the Logs where the real-time status of the  sync is displayed in a tabular format. 


Pause/disconnect the sync 

You can pause an active(ongoing) sync to make changes to settings or field mappings by clicking on the  Pause button. The sync will be halted up until the sync is resumed. 

If you wish to sync your Freshsales CRM with another Freshmarketer account, you can disconnect the  current sync by clicking on the disconnect button.


Audit logs


Audit logs 

Audit logs are a chronological sequence of entries that capture configuration changes made in  Freshsales by all users. They track changes in workflows, sales sequences, territories, account settings,  and CRM settings. You can track any changes made in the past 90 days.  

ྲ To access Audit Log, go to Admin settings > General Settings > Audit Log. The page displays the  name of the user who made the change, when the change was made, the type of change, and the  module where changes were made.  

ྲ You can also view the exact changes for each activity. Click the link to get a detailed view of all  changes that were made to the module. Click the ‘Filter’ icon to filter the Audit logs based on time  period, changes made by, and the module changed.


Plans and billing


As your business expands, your CRM needs also grow. If you need more intensive features or  a higher number of users in your account, you can upgrade your plan. Similarly, if you have a  small sales team and need limited features, you can downgrade your plan to one that suits your  business the best. However, when you downgrade your plan, data associated with features in  your current plan will be lost if the same features aren’t available in your new plan. 

Upgrade to a higher plan 

ྲ To change your Freshsales plan, go to Admin settings > Account settings > Plans and billing.  You’ll find a table with the details about your current plan, the next billing date and time, your  billing cycle, the number of active users and your payment method.  

ྲ Choose the plan you need by clicking the Subscribe button and hit Yes to confirm.  

Add more users 

As your team expands, you need to bring more users onboard Freshsales.  

ྲ To add more users, go to Admin settings > Account settings > Plans and billing. In the table,  click the ‘Edit current plan’ button and enter the maximum number of users you need in your  plan.  

ྲ You can also delete specific users in your plan by clicking the delete icon near their names and hit  Yes to confirm.  

ྲ Click ‘Proceed’ to review and pay when you’re done. 


Cancel your Freshsales account 

ྲ If you wish to move out of Freshsales, you can export all data and cancel your account. ྲ Before you cancel your account, you can export your data out of Freshsales. To export data, go to  Admin settings > Account settings > Account and click the Export data button.  ྲ You will receive an email with a ZIP file containing all your data. To download the data you need to  authenticate using your Freshsales credentials.  

ྲ Once you’ve downloaded the data, click Request cancellation and click the checkbox to confirm  your cancellation. Finally, click the ‘Cancel account’ button.  

Note: If you cancel your Freshsales account without exporting your data, the records in the  account will be lost. You can retrieve them by writing to the support team within 30 days of  canceling your account.  

ྲ Canceling your account deletes and removes every user from Freshsales, deactivates all  integrations, removes all notifications, disconnects all synced mailboxes and deactivates all  purchased phone numbers.  

Note: If you want to re-activate your account you can reach out to the support team within 15  days from cancellation. Once activated, your Freshsales account will be available for everyone to use. 


Reach Freshsales 

Website: Phone: +1 (855) 747-6767 



Freshworks HQ 

2950 South Delaware Street, Suite 201 San Mateo, CA 94403, United States