Freshworks

Connect Synthflow AI Voice Agents with Freshworks to automate inbound phone calls, create and update contacts, and seamlessly hand over calls to human agents through Freshcaller IVR.

Overview

The Synthflow Voice AI Agents app is available on the Freshworks Marketplace. It lets you deploy AI voice agents directly inside Freshcaller, so inbound calls are handled by your Synthflow agent before optionally transferring to a live agent.

Supported Freshworks products: Freshsales Suite, Freshcaller

Prerequisites

• A Freshworks account with Freshcaller enabled
• Admin access to your Freshworks instance

Important: You must create your Synthflow account through the Freshworks Marketplace installation process. Existing Synthflow accounts cannot be migrated to a Freshworks-type Synthflow account. Your account must be associated with the Freshworks ecosystem from the start.

Step 1: Install the Synthflow App

1. Open the Freshworks Marketplace.
2. Search for Synthflow Voice AI Agents.
3. Click Install and follow the prompts to add the app to your Freshworks account.

Step 2: Configure the App

After installation, you need to connect the app to your Freshworks instance.

Get your Freshcaller API key

1. In Freshworks, go to Admin Settings.
2. Type API in the search bar and click API Settings.
3. Scroll down to the API Details for Phone section.
4. Copy the API Key.

Enter your settings

1. Open the Synthflow app configuration in Freshworks.
2. Click Configure Settings.
3. Paste your Freshcaller API Key from the previous step.
4. Enter your Freshworks domain (e.g., yourcompany.freshworks.com).
5. Click Save.

Open the Synthflow portal

After saving your configuration, click Open Synthflow Portal. This opens a dedicated Synthflow portal linked to your Freshworks account.

Important: Always access Synthflow through this portal link — not through the synthflow.ai website. Using the portal ensures your account stays connected to the Freshworks ecosystem.

Step 3: Choose a pricing plan

When you first open the Synthflow portal, you’ll be prompted to select a plan.

In the portal, use My Agents to create and manage the agents that appear in Freshcaller (for example, in the Voice AI Agent Handover workflow).

Default custom actions

All Freshworks-connected accounts come with pre-configured custom actions that are ready to use out of the box. These actions already include your Freshworks domain URL and an authentication token for the API endpoints.

Tip: Each action is pre-configured with your domain URL and authentication token. You can find and edit these values in the action settings if needed.

Connecting Synthflow with Freshcaller IVR

Synthflow integrates natively with Freshcaller’s call routing through SIP. Here’s how it works:

How SIP URIs work

Every new agent you create in Synthflow automatically gets a SIP URI assigned to it. You do not need to import any phone numbers into Synthflow — the connection is handled entirely through SIP.

Set up Voice AI Agent Handover

1. In Freshworks, go to Admin Settings.
2. Navigate to Configuration and Workflows → Call Workflows.
3. In the Create Call Workflows panel on the right, select Voice AI Agent Handover.

4. Give your handover workflow a name.
5. In the Select Voice AI Agent dropdown, choose the Synthflow agent you want to handle calls (for example, your inbound agent).

6. Optionally, configure context rules and fallback behavior:
   • Add New Context: Define conditions for when the AI agent should handle the call.
   • If No/Unknown Context Is Received: Set a fallback action (for example, Hangup, or transfer to a queue).
7. Click Save.

Once configured, inbound calls routed through this workflow will be answered by your Synthflow voice AI agent. If the agent needs to transfer the call to a human, it uses the transfer_call action to hand over within the Freshcaller IVR.

Troubleshooting

FAQ