*** title: Freshworks subtitle: Connect Synthflow AI Voice Agents with Freshcaller and Freshsales Suite. slug: freshworks description: >- Automate inbound phone calls, sync contacts, and hand calls to human agents through Freshcaller IVR using the Synthflow Voice AI Agents app from the Freshworks Marketplace. ----------------------- 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](https://www.freshworks.com/apps/synthflow_voice_ai_agents/). 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](https://www.freshworks.com/apps/synthflow_voice_ai_agents/). 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**. ![](https://files.buildwithfern.com/synthflow.docs.buildwithfern.com/3e73f201759b1add6aaed6cbdf823bd7d07648ea448c358e65e153152691e14b/docs/assets/screenshots/freshworks-api-settings-phone.png) ### 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. ![](https://files.buildwithfern.com/synthflow.docs.buildwithfern.com/7a611e7adca66ed58fbcdb923a488410cadb62ea325271620d93e115fe81a2b1/docs/assets/screenshots/freshworks-open-synthflow-portal.png) **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. ![](https://files.buildwithfern.com/synthflow.docs.buildwithfern.com/bf6c615321fec5d9cf1a3db714c698a3326f9fe7a98b8bfafe9fffd2e7dd3319/docs/assets/screenshots/freshworks-plan-billing.png) | Plan | Price | Details | | -------------- | -------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Pro** | \$400/mo | 2K minutes included, 25 concurrent calls, 100K max agents, 100K workflow runs, team access, workflow builder, inbound agents. Includes a 14-day free trial. | | **Enterprise** | Custom | Unlimited agents, unlimited workflow runs, custom minutes and concurrent calls. Contact our sales team. | 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). ![](https://files.buildwithfern.com/synthflow.docs.buildwithfern.com/ec7e69837a1dc5ff445e7223094a92cdcad3b4f2ee197f0d3558c0e3ce43f7da/docs/assets/screenshots/freshworks-my-agents.png) *** ## 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. | Action | Description | | -------------------------------- | ------------------------------------------------------------------------------------------------------------- | | **Create a ticket in Freshdesk** | Automatically creates a support ticket in Freshdesk based on the call interaction. | | **Fetch contact details** | Pulls contact information from Freshworks before the call begins, so your agent has context about the caller. | | **transfer\_call** | Performs a cold transfer within the Freshcaller IVR system, handing the caller to a live agent or queue. | | **end\_call** | Captures post-call details when the conversation ends. | | **update\_contact\_details** | Updates the caller's contact information in Freshworks after the call. | **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**. ![](https://files.buildwithfern.com/synthflow.docs.buildwithfern.com/1633ddc57c0bbcd5b46e6cabbfaab40fda03ea7ac9cd9def63c9188b6e47d647/docs/assets/screenshots/freshworks-call-workflows-voice-ai-handover.png) 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). ![](https://files.buildwithfern.com/synthflow.docs.buildwithfern.com/e275b100c3d301fba1b16a88d76187d1848843c78930b25230acf0d76644f9c9/docs/assets/screenshots/freshworks-voice-ai-handover-select-agent.png) 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 | Issue | Solution | | ------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------- | | Can't see the Synthflow agent in the Voice AI Agent dropdown | Make sure you created the agent inside the Freshworks-linked Synthflow portal, not on synthflow\.ai directly. | | API key not working | Ensure you're using the API key from the **API Details for Phone** section, not the CRM API key or Chat API key. | | Existing Synthflow account not linked | Migration from standalone Synthflow accounts is not supported. You must create a new account through the Freshworks Marketplace installation. | | Actions missing authentication | Check that your domain URL and auth token are correctly set in each custom action's configuration. | *** ## FAQ No. You must create a new account through the Freshworks Marketplace. Existing accounts cannot be migrated to the Freshworks ecosystem. No. Synthflow agents are connected to Freshcaller via SIP URI, so all phone number management stays within Freshworks. Go to the Synthflow app in Freshworks, click **Configure Settings**, then click **Open Synthflow Portal**. Always use this link to access your portal.