Set up Convarza calling in Freshworks CRM

Create or sign in to your Convarza account

If you do not have one yet, sign up free at convarza.com. You will connect this account to Freshworks in step 3, so use the workspace you actually want your Freshworks calls placed from.

Install the app in Freshworks CRM

In Freshworks CRM, go to Admin Settings → Marketplace Apps, find Convarza - Calling and AI Voice Agents and click Install. You need to be a Freshworks CRM admin to do this. The app has no installation settings, so there is nothing to fill in.

Reload the CRM. Convarza now shows up in three places:

• The phone icon in the left navigation — opens the Convarza dialer.
• The Convarza logo in the left navigation (or under Apps) — opens the Convarza settings: channels, AI bots and AI bot flows.
• The app menu on a contact — opens the dialer with that contact's number already filled in.

Connect Freshworks, then Convarza

Open the Convarza settings from the left navigation. The first time, it asks for two connections, in this order:

• Connect Freshworks CRM — click Connect Freshworks Account. A popup opens on your own Freshworks domain (for example acme.myfreshworks.com) asking you to allow Convarza access to your contacts and calls. Approve it. The connection verifies itself when the popup closes, and the screen then shows Freshworks Account Connected with your organization domain.
• Connect Convarza — click Connect Convarza Account and sign in to the workspace from step 1.

Both are one-time steps per Freshworks organization, and the dialer uses the same connections, so you do not have to connect again there.

Add a channel

A channel is the phone line your calls go out on and come in on. Convarza connects over SIP — choose SIP Outbound for a SIP trunk with your own number, or SIP Inbound if you route calls through an on-premise gateway.

Open Telephony Channels and click + Add Channel, then pick the one that matches your setup.

Fill in the details your carrier or gateway gave you — mobile number, server domain, port, protocol, username and password — and set the direction: Outgoing to call out, Incoming to receive calls, or both. Leave Additional Settings blank unless your carrier asks for them.

Under Incoming Call Settings, choose who handles calls that come in on this line: Dialer rings them through to your team in Freshworks, and AI Bot answers them automatically with the bot you select. Leave it on Dialer until you have built a bot.

Click Connect. The channel appears in your list with In and Out tags for the directions it handles, ready to call from.

Make and receive calls from Freshworks

Click the phone icon in the left navigation to open the Convarza dialer. Pick the channel to call from at the top, type or paste the number, and press Call. To call a contact, open the contact and choose Convarza from its app menu: the dialer opens with the contact's mobile or work number already filled in.

Under the keypad, Open in Freshworks takes you back to the contact you are calling.

Inbound calls on a channel set to Dialer ring in the same panel: Freshworks opens it for you when a call comes in, even if it was closed, so you can answer or decline it.

That is the whole setup for your team. The next two steps are only needed if you want an AI voice agent on the phone.

Optional: build an AI bot

The AI bot is the voice agent that talks to your customer. Open AI Bots → New AI Bot and set its name, first message, instructions and voicemail reply. Pick a language and voice, attach any functions it should be able to use — ending the call, transferring it to a person, switching language — and publish it.

For a conversation with more than one stage, build an AI Bot Flow instead: chain AI bot steps together, hand over between them, and save the flow.

To have the bot answer a line, go back to the channel and set its Incoming Call Settings to AI Bot, selecting the bot you just built.

Optional: have a Freshworks workflow place AI calls

A Freshworks workflow can send your AI bot to call a contact whenever something happens in the CRM: a contact is created, its lifecycle stage or status changes, a field is updated, and so on. Convarza gives you a webhook URL for the workflow's Trigger webhook action.

In Convarza:

1. Open Telephony Channels and click the channel the calls should go out on. Make sure its direction includes Outgoing.
2. In the Queue AI Call from a Freshworks Workflow card, pick the AI Bot that should talk and the Priority of the call in the Convarza queue (High, Normal or Low).
3. Click Generate Webhook URL, then Copy.

The card also lists the Freshworks steps below, so you can follow them from there.

In Freshworks CRM:

1. Open Admin Settings, search for Workflows (under Teams & Territories) and open it. Click Create workflow.

2. Under Run this workflow for, pick Contacts. Choose when it runs (for example when contact is created or updated) and add any conditions a contact has to meet.
3. Under What actions should be executed?, pick Trigger webhook and click Edit webhook settings.

4. Set Select request method to POST and paste the URL into Enter callback URL. Leave Requires authentication unticked and add no custom headers.
5. Set Select encoding format to JSON and Compose request body to Simple.
6. Under Content → Contacts, tick Contact id (required), plus Mobile and Work phone.
7. Click Test this webhook, then Save.

8. Back on the workflow, click Enable at the top. It shows as active in All workflows, with its toggle on.

You do not need to send the name, email or anything else: Convarza reads the contact straight from Freshworks using its id, and only falls back to the Mobile and Work phone you ticked if the contact cannot be read.

Each webhook URL is tied to one channel, one bot and one priority. To call from a different line, with a different bot or at a different priority, generate another URL.

See every call on the record

Every call — outbound or inbound, by your team or by an AI bot — is logged in Freshworks as a phone call on the contact it was with, so it shows in the contact's activity timeline like any other call.

The call carries a note with the direction, the numbers, the outcome (Connected, Busy, No answer, Left voicemail and so on), the duration and the conversation transcript. The recording is uploaded to the contact's Files and linked from the note, so anyone in your Freshworks organization can play it.