> For a complete page index, fetch https://docs.synthflow.ai/llms.txt. For full documentation content, fetch https://docs.synthflow.ai/llms-full.txt.

# Freshworks

> 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.

![Synthflow AI integration with Freshworks](https://storage.googleapis.com/granular-changelog/doc-images/freshworks_cover.svg)

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 inside Freshcaller, so inbound calls are answered by your Synthflow agent and handed to a live agent when the conversation needs one.

**Supported Freshworks products:** Freshsales Suite, Freshcaller

## Freshworks or Freshcaller?

Freshworks is the parent suite. Freshcaller is the telephony product inside it, and it is the piece that carries the phone numbers, IVR, and call routing. If you are looking for the Freshcaller telephony setup, you are on the right page: Freshcaller is a [Tier 1 native integration](/telephony-integrations#tier-1-native-integrations) and its call connection is configured through this app rather than through a separate SIP trunk.

* **Freshcaller** handles inbound calls, phone numbers, and IVR routing. Calls reach your Synthflow agent over a SIP URI.
* **Freshsales Suite** handles CRM records. Contacts are read and updated through the [default custom actions](#default-custom-actions).

## Prerequisites

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

> **Warning**
>
> 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, 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**.

   ![Freshworks API settings with the API Details for Phone section expanded](https://storage.googleapis.com/granular-changelog/doc-images/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**, for example `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.

![Synthflow app settings in Freshworks showing the Open Synthflow Portal button](https://storage.googleapis.com/granular-changelog/doc-images/freshworks-open-synthflow-portal.png)

> **Warning**
>
> Always access Synthflow through this portal link, not through the synthflow\.ai website. Using the portal keeps your account connected to the Freshworks ecosystem.

## Step 3: Create your agents

The first time you open the Synthflow portal, complete the account setup steps shown for your Freshworks-connected workspace. See [Billing](#billing) for the plans available to Freshworks accounts.

In the portal, use **My Agents** to [create and manage the agents](/create-an-agent) that appear in Freshcaller, for example in the Voice AI Agent Handover workflow.

![My Agents view in the Synthflow portal](https://storage.googleapis.com/granular-changelog/doc-images/freshworks-my-agents.png)

## Default custom actions

All Freshworks-connected accounts come with pre-configured [custom actions](/about-custom-actions). These actions already include your Freshworks domain URL and an authentication token for the API endpoints.

| Action                           | Description                                                                                                                                |
| -------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------ |
| **Create a ticket in Freshdesk** | 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](/call-transfers#transfer-modes) 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.

## Connect Synthflow to Freshcaller IVR

Synthflow integrates natively with Freshcaller's call routing through SIP.

### How SIP URIs work

Every new agent you create in Synthflow is assigned a **SIP URI**. You do not need to import any phone numbers into Synthflow, and you do not build a SIP trunk the way you would when you [connect another phone system](/connect-over-sip). The connection is handled entirely through SIP, using the URI the Freshcaller call workflow points at.

### Set up Voice AI Agent Handover

1. In Freshworks, go to **Admin Settings**.

2. Navigate to **Configuration and Workflows**, then **Call Workflows**.

3. In the **Create Call Workflows** panel on the right, select **Voice AI Agent Handover**.

   ![Create Call Workflows panel in Freshworks with Voice AI Agent Handover selected](https://storage.googleapis.com/granular-changelog/doc-images/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.

   ![Select Voice AI Agent dropdown in the Freshcaller handover workflow](https://storage.googleapis.com/granular-changelog/doc-images/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, such as Hangup or a transfer to a queue.

7. Click **Save**.

Once configured, inbound calls routed through this workflow are 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.

## Billing

Freshworks-connected workspaces can subscribe to the **Pro** plan, which starts with a 14-day free trial. For more capacity, custom telephony, or a security review, [contact sales](https://synthflow.ai/talk-to-sales) to scope an [Enterprise](/enterprise) agreement instead.

| Area                  | Pro plan                  |
| --------------------- | ------------------------- |
| Free trial            | 14 days                   |
| Price after the trial | **\$400 USD per month**   |
| Included minutes      | 2,000 per month           |
| Additional minutes    | **\$0.13 USD per minute** |
| Concurrent calls      | 25                        |

Minutes beyond the 2,000 included each month are billed at \$0.13 USD per minute on top of the monthly fee. See [Usage and Billing](/usage) for how Synthflow measures call minutes, and [concurrency limits](/concurrency) for how the 25 simultaneous calls are shared across your agents.

Manage the subscription in the Synthflow portal under **Admin**, then **Workspace Settings**, then **Plan & Billing**, where you can also review invoices and [update your billing details](/manage-billing).

## 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

#### Can I use my existing Synthflow account with Freshworks?

No. You must create a new account through the Freshworks Marketplace. Existing accounts cannot be migrated to the Freshworks ecosystem.

#### Do I need to buy phone numbers in Synthflow?

No. Synthflow agents are connected to Freshcaller via SIP URI, so all phone number management stays within Freshworks.

#### How do I access my Synthflow portal after setup?

Go to the Synthflow app in Freshworks, click **Configure Settings**, then click **Open Synthflow Portal**. Always use this link to access your portal.

#### What happens when the 14-day free trial ends?

The Pro plan continues at **\$400 USD per month**. Review or change the subscription under **Admin**, then **Workspace Settings**, then **Plan & Billing** before the trial ends.

#### What happens if I use more than 2,000 minutes in a month?

Additional minutes are billed at **\$0.13 USD per minute** on top of the monthly fee. See [Usage and Billing](/usage) for how minutes are measured.

#### Can I run more than 25 concurrent calls?

Not on the Pro plan. [Contact sales](https://synthflow.ai/talk-to-sales) to scope an [Enterprise](/enterprise) agreement with capacity matched to your call volume.

> Connect Synthflow AI Voice Agents with Freshcaller and Freshsales Suite