Introduction

Freshsales is a popular CRM tool for support, sales, and marketing teams worldwide. Freshsales services allow businesses to use cloud technology to better connect with partners, customers, and potential customers.

MoEngage × Freshsales

The integration of MoEngage and Freshsales can streamline your marketing and sales initiatives by enabling the seamless transfer of leads and customer data from Freshsales to MoEngage. With this integration, you can:

Create or update Freshales contacts, deals, and more in MoEngage.
Import sales activities on Freshsales as events in MoEngage.
Import any custom modules from Freshsales to MoEngage.

Use Cases

Improve sales outreach with MoEngage’s personalized campaigns.
Win back deals by updating lost opportunities about new features using campaigns in MoEngage.
Convert leads to opportunities by sending them targeted campaigns using MoEngage.
Move a prospect down the funnel by engaging them promptly using event-triggered campaigns in MoEngage.

Integration

PrerequisitesEnsure you have a Freshsales account to integrate MoEngage with Freshsales CRM.

To get a dedicated endpoint for your integration, please contact the MoEngage Support team. In your request, you must specify the common identifier used to link user profiles between MoEngage and the partner platform.

Sync from Freshsales to MoEngage

Freshsales Modules	Sync Support
Contacts	✅ Supported as Users/Events
Accounts	✅ Supported as Users/Events
Deals	✅ Supported as Users/Events
Tasks	✅ Supported as Events via Advanced Content only
Meetings	✅ Supported as Events via Advanced Content only
Call Logs	✅ Supported as Events via Advanced Content only
Custom	❎ Not Supported by Freshsales

To start syncing your Contacts, Accounts, Deals, and more with MoEngage, you need to set up a Webhook in your Freshsales CRM:

On your Freshsales CRM Dashboard, go to Admin Settings >> Workflows >> Create workflow.
According to your use case, select which module you want to sync. If you want to Sync multiple modules, you must create individual workflows for each, as Freshsales only supports one module per Workflow. Please note that the MoEngage Endpoint for each Module is unique.
In the “When to trigger this workflow?” section, select the trigger as “When <module> is created or updated” and run this workflow “repeatedly for the same <module>”.
You can also add filter conditions in the “What conditions should be met?” section according to your use case. Leave it empty if you want it to trigger for all creates/updates.
Under the “What actions should be executed?” section, select the “Trigger webhook” action for the module. Fill in the following:

Freshsales Section	Description
Select request method	POST
Enter callback URL	Enter the dedicated Webhook URL provided by MoEngage. Speak to your Customer Success Manager to have these URLs tailored to your use cases.
Requires authentication	Check this option.
Enter username	Your MoEngage account’s Workspace ID is available at Settings -> Account -> APIs -> Workspace ID. The Data API ID and the Workspace ID of your MoEngage account are the same.
Enter password	This is your Data API Key. Your MoEngage account’s data API key is available at Settings -> Account -> APIs -> API keys > Data.
Select encoding format	JSON
Compose request body	You can select Simple (Out-of-box integration) or Advanced integration with MoEngage Webhooks based on your use case.
Content	If you pick Simple, select the properties you want to sync with MoEngage. If you pick Advanced, you must use Freshsales Placeholders to create a tailored payload according to your use cases.

If you pick Simple Content, then MoEngage’s default mappings will apply:

Contacts as Users in MoEngage

Freshsales Field	MoEngage Attribute
Contact External ID	Customer ID
Contact Mobile Number	Mobile Number (Standard)
Contact First Name	First Name (Standard)
Contact Last Name	Last Name (Standard)
Any other field	Custom Attribute with the same name

Note: You can also send related Sales Account details to the Contact Workflow.

Accounts as Users in MoEngage

Freshsales Field	MoEngage Attribute
Sales Account ID	Customer ID
Any other field	Custom Attribute with the same name

Note: It is recommended to Update all related Contacts when an Account is Updated/Created and to use the Contact Workflow to Sync Account details to MoEngage.

Tasks, Meetings, Call Logs as Events in MoEngage

Syncing Tasks, Meetings and Call Logs to MoEngage is only available via the Advanced Content mode. In the Compose request body, select “Advanced”. Here is a sample payload format for Tasks:

{
    "task_targetable_external_id": "{{task.targetable.external_id}}",
    "task_event_name": "Task Created or Updated",
    "custom_arr": "{{task.description}}"
}

You can follow similar payload structure for syncing Meetings and Call Logs. Below are the mappings MoEngage expects your payload to have:

Tasks

Freshsales Field	MoEngage Attribute
Contact External ID `(task_targetable_external_id)`	Customer ID Tasks will be added as Events in MoEngage.
Event name `(task_event_name)`	Event Name This field is not available in Freshsales. You need to add this manually in the Advanced content payload.
Any other field	Custom Event Attribute with the same name

Meetings

Freshsales Field	MoEngage Attribute
Contact External ID `(appointment_targetable_external_id)`	Customer ID Meetings will be added as Events in MoEngage.
Event name `(appointment_event_name)`	Event Name This field is not available in Freshsales. You need to add this manually in the Advanced content payload.
Any other field	Custom Event Attribute with the same name

Call Logs

Freshsales Field	MoEngage Attribute
Contact External ID `(phone_call_entity_external_id)`	Customer ID Call Logs will be added as Events in MoEngage.
Event name `(phone_call_event_name)`	Event Name This field is not available in Freshsales. You need to add this manually in the Advanced content payload.
Any other field	Custom Event Attribute with the same name

Advanced content body

If you wish to use Advanced content body for any of the above modules, you can use a payload structure similar to this:

{
    "external_id": "{{contact.external_id}} or equivalant",
    "event_name": "<Your event name>",
    "other attrs": "<their value>"
}

The following keys are expected by MoEngage for your mapping to work correctly:

Freshsales Field	MoEngage Attribute
External ID `(external_id)`	Customer ID (for both users and events)
Event name `(event_name)`	Event Name (only for events)
Any other field	Custom User/Event Attribute with the same name

Introduction

MoEngage × Freshsales

Create or update Freshales contacts, deals, and more in MoEngage.
Import sales activities on Freshsales as events in MoEngage.
Import any custom modules from Freshsales to MoEngage.

Use Cases

Improve sales outreach with MoEngage’s personalized campaigns.
Win back deals by updating lost opportunities about new features using campaigns in MoEngage.
Convert leads to opportunities by sending them targeted campaigns using MoEngage.
Move a prospect down the funnel by engaging them promptly using event-triggered campaigns in MoEngage.

Integration

PrerequisitesEnsure you have a Freshsales account to integrate MoEngage with Freshsales CRM.

Sync from Freshsales to MoEngage

Freshsales Modules	Sync Support
Contacts	✅ Supported as Users/Events
Accounts	✅ Supported as Users/Events
Deals	✅ Supported as Users/Events
Tasks	✅ Supported as Events via Advanced Content only
Meetings	✅ Supported as Events via Advanced Content only
Call Logs	✅ Supported as Events via Advanced Content only
Custom	❎ Not Supported by Freshsales

To start syncing your Contacts, Accounts, Deals, and more with MoEngage, you need to set up a Webhook in your Freshsales CRM:

On your Freshsales CRM Dashboard, go to Admin Settings >> Workflows >> Create workflow.
According to your use case, select which module you want to sync. If you want to Sync multiple modules, you must create individual workflows for each, as Freshsales only supports one module per Workflow. Please note that the MoEngage Endpoint for each Module is unique.
In the “When to trigger this workflow?” section, select the trigger as “When <module> is created or updated” and run this workflow “repeatedly for the same <module>”.
You can also add filter conditions in the “What conditions should be met?” section according to your use case. Leave it empty if you want it to trigger for all creates/updates.
Under the “What actions should be executed?” section, select the “Trigger webhook” action for the module. Fill in the following:

Freshsales Section	Description
Select request method	POST
Enter callback URL	Enter the dedicated Webhook URL provided by MoEngage. Speak to your Customer Success Manager to have these URLs tailored to your use cases.
Requires authentication	Check this option.
Enter username	Your MoEngage account’s Workspace ID is available at Settings -> Account -> APIs -> Workspace ID. The Data API ID and the Workspace ID of your MoEngage account are the same.
Enter password	This is your Data API Key. Your MoEngage account’s data API key is available at Settings -> Account -> APIs -> API keys > Data.
Select encoding format	JSON
Compose request body	You can select Simple (Out-of-box integration) or Advanced integration with MoEngage Webhooks based on your use case.
Content	If you pick Simple, select the properties you want to sync with MoEngage. If you pick Advanced, you must use Freshsales Placeholders to create a tailored payload according to your use cases.

If you pick Simple Content, then MoEngage’s default mappings will apply:

Contacts as Users in MoEngage

Freshsales Field	MoEngage Attribute
Contact External ID	Customer ID
Contact Mobile Number	Mobile Number (Standard)
Contact First Name	First Name (Standard)
Contact Last Name	Last Name (Standard)
Any other field	Custom Attribute with the same name

Note: You can also send related Sales Account details to the Contact Workflow.

Accounts as Users in MoEngage

Freshsales Field	MoEngage Attribute
Sales Account ID	Customer ID
Any other field	Custom Attribute with the same name

Note: It is recommended to Update all related Contacts when an Account is Updated/Created and to use the Contact Workflow to Sync Account details to MoEngage.

Tasks, Meetings, Call Logs as Events in MoEngage

Syncing Tasks, Meetings and Call Logs to MoEngage is only available via the Advanced Content mode. In the Compose request body, select “Advanced”. Here is a sample payload format for Tasks:

{
    "task_targetable_external_id": "{{task.targetable.external_id}}",
    "task_event_name": "Task Created or Updated",
    "custom_arr": "{{task.description}}"
}

You can follow similar payload structure for syncing Meetings and Call Logs. Below are the mappings MoEngage expects your payload to have:

Tasks

Freshsales Field	MoEngage Attribute
Contact External ID `(task_targetable_external_id)`	Customer ID Tasks will be added as Events in MoEngage.
Event name `(task_event_name)`	Event Name This field is not available in Freshsales. You need to add this manually in the Advanced content payload.
Any other field	Custom Event Attribute with the same name

Meetings

Freshsales Field	MoEngage Attribute
Contact External ID `(appointment_targetable_external_id)`	Customer ID Meetings will be added as Events in MoEngage.
Event name `(appointment_event_name)`	Event Name This field is not available in Freshsales. You need to add this manually in the Advanced content payload.
Any other field	Custom Event Attribute with the same name

Call Logs

Freshsales Field	MoEngage Attribute
Contact External ID `(phone_call_entity_external_id)`	Customer ID Call Logs will be added as Events in MoEngage.
Event name `(phone_call_event_name)`	Event Name This field is not available in Freshsales. You need to add this manually in the Advanced content payload.
Any other field	Custom Event Attribute with the same name

Advanced content body

If you wish to use Advanced content body for any of the above modules, you can use a payload structure similar to this:

{
    "external_id": "{{contact.external_id}} or equivalant",
    "event_name": "<Your event name>",
    "other attrs": "<their value>"
}

The following keys are expected by MoEngage for your mapping to work correctly:

Freshsales Field	MoEngage Attribute
External ID `(external_id)`	Customer ID (for both users and events)
Event name `(event_name)`	Event Name (only for events)
Any other field	Custom User/Event Attribute with the same name

​Introduction

​MoEngage × Freshsales

​Use Cases

​Integration

​Sync from Freshsales to MoEngage

​Contacts as Users in MoEngage

​Accounts as Users in MoEngage

​Tasks, Meetings, Call Logs as Events in MoEngage

​Tasks

​Meetings

​Call Logs

​Advanced content body

​Introduction

​MoEngage × Freshsales

​Use Cases

​Integration

​Sync from Freshsales to MoEngage

​Contacts as Users in MoEngage

​Accounts as Users in MoEngage

​Tasks, Meetings, Call Logs as Events in MoEngage

​Tasks

​Meetings

​Call Logs

​Advanced content body

Introduction

MoEngage × Freshsales

Use Cases

Integration

Sync from Freshsales to MoEngage

Contacts as Users in MoEngage

Accounts as Users in MoEngage

Tasks, Meetings, Call Logs as Events in MoEngage

Tasks

Meetings

Call Logs

Advanced content body

Introduction

MoEngage × Freshsales

Use Cases

Integration

Sync from Freshsales to MoEngage

Contacts as Users in MoEngage

Accounts as Users in MoEngage

Tasks, Meetings, Call Logs as Events in MoEngage

Tasks

Meetings

Call Logs

Advanced content body