How to use Freshsales – The Ultimate Guide for 2025

Introduction

Building solid customer relationships requires well-organized contact data, timely follow-ups,
and seamless workflows. Enter Freshsales (also known as Freshworks CRM). Designed
to centralize your lead management, nurture prospects, and streamline your entire sales cycle,
Freshsales offers a robust set of features that help businesses of all sizes.

In this comprehensive guide, we’ll walk you through how to set up and optimize Freshsales. We’ll
touch on everything from user configuration and pipelines to lead assignment, chatbots, call flows,
analytics, and more. By the end, you’ll be able to run your entire sales process directly within
Freshsales—no piecemeal solutions or hacks required.

If you’re looking to speed things up further, take a look at LinkFresh. LinkFresh is a handy extension for
easily syncing LinkedIn lead data into your Freshsales instance—no copy-pasting or CSV imports
needed. You can even combine it with custom fields and pipelines to fast-track your new contacts
straight into your workflows.

Ready to roll up your sleeves and get started? Let’s dive in.

Table of Contents

1. Why Freshsales?
2. Initial Setup and User Management
3. Customizing Contacts, Accounts, and Fields
4. Creating Multiple Pipelines
5. Capturing Leads: Forms, Tracking, and Chat
6. Email Inboxes and Data Imports
7. Territories and Auto-Assignment Rules
8. Using Calls and Call Flows
9. Chat Topics (The “IVR for Chat”)
10. Automations and Workflows
11. Setting and Tracking Goals
12. Reporting and Analytics
13. Additional Resources
14. Conclusion and Next Steps

1. Why Freshsales?

Freshsales is part of the Freshworks suite, offering a unified interface for managing leads, running
campaigns, automating tasks, and chatting with customers—all without juggling multiple software
subscriptions. Here’s what sets it apart:

• Unified Platform: No need to integrate a dozen different apps. Enjoy robust lead
  generation, chat, calls, sales pipelines, and post-sale automation all in one place.
• Easy Customization: Whether you need unique fields, custom modules, or multiple
  pipelines, Freshsales supports flexible setups tailored to your business.
• Powerful Automation: Save time with workflows, auto-assignment, web forms, and advanced
  segmentation.
• Clear Analytics: Built-in dashboards and custom reports let you track everything
  from revenue forecasts to team activity, so you always know where to focus.

The result is a consolidated, streamlined experience that prevents leaks in your funnel and keeps your
entire sales team engaged with the right leads at the right time.

2. Initial Setup and User Management

Signing Up and Logging In

1. Create an Account: Head over to the Freshsales site and sign up. You’ll receive
   an activation email with a link to your new instance.
2. Basic Profile: Once inside, click your avatar in the top-right corner →
   Profile Settings. Here you can add details like your title, phone number,
   social URLs, language, and time zone. You can also enable two-factor authentication for
   extra security.

Adding Users

Your Freshsales CRM is only as strong as the teamwork behind it. Invite your sales, marketing,
and support reps so everyone has access to the same data.

1. Go to Admin Settings (bottom-left gear icon or from Analytics → Admin Settings).
2. Manage Users: Click Add User to invite teammates via email. Enter
   their job titles, phone numbers, and who they report to (if applicable).
3. Roles and Permissions: Freshsales offers default roles like Admin, Sales Manager,
   Restricted User, etc. You can also create custom roles—like “Sales Intern” or “Channel Partner”—
   if you need specific field-level or module-level restrictions.

Custom Roles

If the built-in roles aren’t precise enough:

1. Admin Settings → Roles
2. New Role: Enter a name (e.g., “Marketing Intern”), pick a base role to clone,
   and select a scope:
   • Global: Full read/write on all records.
   • Restricted: Only records assigned or owned.
   • Territorial: Access controlled by designated territories.
3. Field-Level Permissions: For each module (Contacts, Deals, etc.), specify if these
   new role-holders can create, read, edit, or delete.

3. Customizing Contacts, Accounts, and Fields

Every business has its own data needs. With Freshsales, you can align the CRM to your workflow by
customizing fields on Contacts, Accounts, and Deals.

Contacts and Accounts

Out of the box, Freshsales includes standard fields (Name, Email, Phone, Address, etc.). But you
might need fields like “Project Start Date,” “Preferred Communication Channel,” or “Anniversary Date.”

1. Admin Settings → Contacts (or Accounts, or Deals,
   depending on what you want to modify).
2. Add Field: Pick from various field types (text, dropdown, date, checkbox, etc.).
3. Rearrange: Drag and drop the order of fields to match how you want them displayed.
4. Group Fields: Group related fields (e.g., shipping details or subscription info)
   into a single collapsible section for a cleaner interface.

Custom Modules

If your business goes beyond the standard contact/account/deal model, you can create
Custom Modules:

• Example: A real estate agency might introduce a “Property” module; a SaaS might add
  “Subscription” or “License” modules.
• Adding a Custom Module: Go to Admin Settings → Custom Modules →
  Add Module. Name it, choose an icon, and define associated fields.

This flexibility ensures Freshsales adapts to you, not the other way around.

4. Creating Multiple Pipelines

Different products or services often require unique sales journeys. Freshsales supports multiple
pipelines, each with its own set of stages.

Default Pipeline

By default, you’ll see a pipeline with stages like New → Qualification → Discovery → Demo →
Negotiation → Won/Lost. You can rename, reorder, or remove stages to fit your process.

Additional Pipelines

1. Admin Settings → Pipelines
2. Create New Pipeline: Name it (e.g., “Quick Deal Pipeline,” “Enterprise Sales Pipeline”).
3. Customize Stages: Add as many steps (e.g., “Call,” “Meeting,” “Pilot,”
   “Contract Review”) as you need.
4. Set Probability: Assign each stage a likelihood of closing, useful for weighted
   forecasting.

Each user can toggle between pipelines under the Deals tab, ensuring clarity if they
handle multiple product lines.

5. Capturing Leads: Forms, Tracking, and Chat

Web Forms

The easiest way to funnel new leads directly into your CRM is by embedding a Freshsales
web form on your site.

1. Admin Settings → Web Forms
2. Create Classic Web Form: Adjust fields, design, and confirmation messages.
3. Embed or Share: Copy the auto-generated code and paste it into your website’s HTML.
   Alternatively, share as a standalone link (handy for simple landing pages).

When someone fills it out, a new contact record is automatically created—no manual entry.

CRM Tracking Code

If you already have forms on your website, you can use the CRM tracking code instead:

1. Admin Settings → CRM Tracking Code
2. Copy the Code: Place it in the <head> tag of your website.
3. Configure: Decide if you want to track page views, identify known visitors, or
   capture session data. You can also enable live chat.

Live Chat and Chatbot

The same code snippet can power a chat widget. You can display a chat box on every page or
specific pages only. Visitors can quickly message your team, submit queries, or receive auto-replies
via chatbots. All chat messages show up in the Conversations → Chat
section of Freshsales, letting you:

• Convert chat visitors into contacts
• Assign chats to specialized teams (Billing, Sales, etc.)
• Automate prompts like “Hey, do you need help choosing a plan?” after a specific page or time on site

6. Email Inboxes and Data Imports

Connecting Your Inbox

Handling inbound requests, sending proposals, and following up can all happen inside Freshsales.
Connect your team’s shared address or personal inbox in Admin Settings → Team Inbox
(for group emails) or Conversations → Inbox (for individual emails).

• Group/Generic Emails: Email addresses like [email protected] or
  [email protected] can be used by multiple reps, with leads auto-assigned.
• Automatic Contact Creation: When an unknown sender emails in, Freshsales can
  create a new contact record, linking their message to it.

Importing Data

If you have an existing database or a spreadsheet of leads, you can bulk import them into
Freshsales. For detailed steps on mapping fields and best practices, see:
How to Import Contacts into Freshworks

Key Tips:

• Match Date Formats: Ensure your CSV column date formats match the CRM’s default date format.
• Deduplicate: Use your contact’s email or phone number to avoid duplicates.
• Check Field Mapping: Carefully align each CSV header with a Freshsales field.

You can monitor import progress or errors via Admin Settings → Import History.

7. Territories and Auto-Assignment Rules

For businesses that segment sales by geography or product type, Freshsales offers
Territories. Each territory can be assigned to one or more sales reps. Combine
territories with auto-assignment rules for robust lead distribution.

Setting Up Territories

1. Admin Settings → Territories
2. Create or Edit: Examples: “US West,” “EMEA,” “APAC,” or “Enterprise Deals,”
   “SMB Deals.”
3. Assign Users: Add all reps who handle leads or accounts in that territory.

Auto-Assignment

Auto-assignment rules handle who gets what leads, so you don’t have to route them manually:

1. Admin Settings → Auto Assignment Rules
2. New Rule:
   • Module: Contacts, Accounts, or Deals.
   • Conditions: e.g., “Contact’s country = US” and “Industry = Advertising.”
   • Action: Assign in round-robin fashion to “Team US West” (or any specific user
     subset).
3. Save: Whenever a new record meets these conditions, it’s auto-assigned to the
   next available rep.

8. Using Calls and Call Flows

Built-In Calling

Freshsales includes a built-in telephony feature—no more dealing with third-party systems or clunky
integrations. You can:

• Buy Local or Toll-Free Numbers
• Place and Receive Calls in the browser
• Record Calls (if legally allowed)
• Log Calls automatically under each contact’s timeline

Configuring Call Flows

If multiple reps are handling inbound calls, you can design call flows:

1. Admin Settings → Call Flows
2. New Call Flow: Start with a welcome message.
3. Route: Decide if calls ring all reps at once or if they ring the “most idle” first.
4. Voicemail and Queues: If no rep picks up, define wait times, possible voicemails,
   or rerouting to a different queue.
5. IVR (Optional): Set up multi-level voice prompts. Example: “Press 1 for Billing,
   2 for Sales, 3 for Tech Support.”

This structure ensures your leads and customers connect with the right agent every time.

9. Chat Topics (The “IVR for Chat”)

Freshsales takes the concept of an IVR and applies it to the chat widget via
Topics.

1. Admin Settings → Topics
2. Create: e.g., “Billing Questions,” “Demo/Trial Support,” “Feedback,” or
   “General Inquiry.”
3. Assign to Groups: Each topic can be routed to a specific team or rep.
4. Customize: Add a short welcome message. If needed, trigger a chatbot sequence
   to ask for an order number or additional details.

When website visitors open chat, they see these topic options—like an IVR phone menu. This helps
them get answers from the right team faster.

10. Automations and Workflows

Automations in Freshsales free your team from repetitive tasks. You can set them up to handle
everything from sending welcome emails to scheduling reminders for stale leads.

Basic Workflows

1. Admin Settings → Workflows
2. New Workflow:
   • Module: e.g., Contacts.
   • Trigger: e.g., “When a contact is created or updated.”
   • Conditions: e.g., “Lifecycle stage = lead,” “Source = Webform.”
   • Actions: “Send email,” “Add a task,” “Update a field,” “Send SMS,” etc.

A classic example is emailing new leads automatically. Or scheduling a call task if a contact’s
“Last Contacted” date is over 10 days old.

Advanced Sequences

Freshsales also supports Sales Sequences—layered sequences of tasks, calls, or
emails that run over days or weeks:

1. Conversations → Sequences
2. Define Steps: Day 1 (send Intro Email), Day 3 (task to call), Day 5 (send
   follow-up email), etc.
3. Smart or Classic: Smart sequences use user behavior triggers, while classic
   runs on your specified schedule.

These sequences let you consistently nurture leads without manual oversight.

11. Setting and Tracking Goals

Sales teams benefit from clear targets. Freshsales lets you create team or individual goals on
deals or certain activities.

1. Top-Right Avatar → Sales Goals
2. Create Goal: Choose a frequency (monthly, quarterly), a metric (deal value or
   deal count), and a currency if needed.
3. Assign: Team-level or user-level. If you pick a team, you can either split
   the goal equally or manually allocate portions.
4. Progress Tracking: The system compares actual deals won to the assigned goals,
   offering real-time visibility into each rep’s progress.

12. Reporting and Analytics

Built-In Dashboards

Freshsales includes default dashboards for quick insights:

• Sales Pipeline: Deals by stage, total potential value, rotting deals, etc.
• Lead Source Performance: How many leads from which channels, conversion rates.
• Activity Dashboard: Team performance on calls, meetings, emails, tasks.

Custom Reports

For deeper analysis:

1. Analytics → Dashboards
2. New Dashboard or Add Report:
   • Widget Type: Bar, pie, table, or line chart.
   • Grouping: e.g., group by Stage, Owner, or Lifecycle.
   • Metrics: Won deals, total revenue, average response time.
3. Filter: e.g., show only deals from a certain territory or sales rep.
4. Save: Pin to your personal dashboard or share with the team.

You can even dive into underlying data and export to CSV or PDF, or set up scheduled
email reports.

13. Additional Resources

1. How to Import Contacts into Freshworks
   • Read our detailed guide on mapping fields, eliminating duplicates, and verifying data post-import.
2. How to Find Your API Key in Freshworks
   • If you’re building custom integrations or using advanced third-party apps, you’ll need
     your API key – you can find it using this guide.
3. Sync from LinkedIn to Freshsales
   • You can use our Chrome Extension, LinkFresh, to sync LinkedIn profiles into your Freshsales without manual data entry. Perfect for
     prospecting or high-volume lead generation.
4. Freshsales Academy
   • Explore official tutorials, knowledge base articles, and advanced configuration tips for
     marketing automations, chatbots, and multi-currency setups.

14. Conclusion and Next Steps

Freshsales shines as a single, consolidated CRM and engagement platform. Here’s a quick recap:

• Customize your environment: Add fields, build modules, define multiple pipelines.
• Capture leads from forms, chat, tracking codes, and email inboxes.
• Automate tasks, assign leads in round-robin or territory-based approaches, and
  streamline nurturing with workflows.
• Use built-in calling and chat to centralize communication.
• Focus on your goals via analytics and performance dashboards.

In other words, Freshsales is built to help teams do what they do best: engage more leads, close
deals, and grow the customer base efficiently. Once you’ve set up your fields, pipelines, user roles,
and automations, your CRM practically becomes an assistant—tirelessly capturing leads, routing them,
and nudging you for follow-ups.

Where to go from here?

1. Refine your pipelines: Evaluate your existing funnel. Do you need more or fewer stages?
2. Map your data fields: Ensure every piece of critical data is reflected properly
   in the contact profile.
3. Try LinkFresh: If you rely heavily on LinkedIn for leads, see how a direct data sync
   changes the game.
4. Expand automations: Start with simple triggers (like “Send welcome email to new leads”)
   and ramp up to advanced sequences.
5. Review analytics: Check your dashboard weekly to see if you’re on track with your goals
   or if you need to tweak messaging, territory assignments, or your chat prompts.

Set a date, rally your team, and let Freshsales take your sales operations into 2025 and beyond—without
any leads slipping through the cracks.

Happy selling with Freshsales!