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Knowledge base
Explore How-To's and learn best practices from our knowledge base.
Getting Started with Freshsales
Setting Things Up
14
How do I add a user to Freshsales?
How to connect my email to Freshsales?
What is Freshsales for Web
How to purchase phone numbers?
How to add custom fields for leads, contacts, accounts and deals?
See all 14 articles
Working in Freshsales
17
Ways to add leads in Freshsales
How to use lead score and custom views to prioritize leads
How to send bulk email to leads and contacts?
How are leads automatically assigned using territories?
How to use the Freshsales Activities Dashboard
See all 17 articles
Leads, Contacts, Accounts, Products, and Custom modules
Leads
27
How to use leads in Freshsales
How to automatically add leads
How to manually add leads in Freshsales?
What are lead fields? How to customize them?
How to use lead score to prioritize leads
See all 27 articles
Contacts
19
How to use contacts
How to add contacts
What are the contact fields and how to customize them
Why was my contact automatically associated with an account?
What are the default views for contacts
See all 19 articles
Accounts
18
How to use accounts
How to add accounts
What are the account fields and how to customize them?
What are the default views for accounts
How to create custom views for accounts?
See all 18 articles
Record Management
9
What will happen once you forget a record?
How to transfer records in Freshsales?
How to bulk assign leads, contacts, accounts, and deals?
How to add tags to my records?
How to identify duplicate leads and contacts in Freshsales using Freddy?
See all 9 articles
Custom Modules
8
What are custom modules? How to add a new module in Freshsales?
How to import custom modules from a .CSV file?
How to add fields to custom modules and personalize them?
What are the default views on custom modules? How to create custom views using Filters?
What are the bulk actions for custom modules?
See all 8 articles
Products
5
How to add and use products?
Enabling products module and impacts
How to add products to deals
How to import products into Freshsales?
How to view reports for products added to your deal?
Deals
Prioritising Deals
11
How to view my open deals
Deal funnel vs list view: What’s the difference
How to customize the deal stages
What are the default views for deals
How to create custom views for deals
See all 11 articles
Using deals
16
How to create a deal
How to create a deal while converting qualified leads
What are the deal fields? How to customize them?
What are the bulk actions for deals?
How to add related contacts to a deal?
See all 16 articles
Freshstatus- General
0
Sales Forecasting
3
How to forecast revenue and assign sales quotas on Freshsales?
How to use Freddy to identify and commit to deals on Freshsales?
What is the deal timeline view? How to use the deal timeline view?
Admin Settings
Custom fields
20
How to customize form fields in Freshsales
How to create custom fields for leads, contacts, accounts and deals?
How to map lead custom fields to other fields during lead conversion?
How to edit or delete lead, contact, account and deal fields?
What is a required field? How to make a field required.
See all 20 articles
Lead scoring
5
How to configure Lead score?
How to configure Lead score for a business
How to configure Lead score for a non-SaaS company
Can I add lead scores for contacts?
What is Lead scoring?
Territories
3
How are leads automatically assigned using territories?
How to use territories to organize your team
How to delete territories
User Management
12
How do I add my team to Freshsales
How to manage user permission and data access in Freshsales
How do I deactivate a user
What happens when I deactivate a user
What happens when you delete a User?
See all 12 articles
API
1
Does Freshsales have API request limits for an account ?
Tag Settings
1
How to create and manage tags on Freshsales?
Account Settings
1
How to cancel my freshsales account?
Workflow
14
How to configure Workflow?
How to use workflows with Webhooks in Freshsales?
How to create tasks using Workflows?
How to automate sending emails using Workflows?
How to modify records using Workflows?
See all 14 articles
Audit Logs
1
How to track changes in Freshsales using Audit logs?
Multicurrency
3
Things to consider before enabling multiple currency on Freshsales?
How to enable support for multiple currency on Freshsales?
How does Freshsales fetch automatic currency conversion rates
Sales Goals
3
How to assign and track Sales Goals in Freshsales?
How to import Sales Goals into Freshsales?
How to import Activity Goals?
IP Whitelisting
1
How to whitelist IPs to restrict access to Freshsales?
Quotes
0
Announcements
1
How to make an internal announcement in Freshsales Classic?
User settings
Connect your email
6
How to connect my email with Freshsales?
Why does Google sometimes prevent my sign-in from Freshsales?
How to customize my email signature
How to connect my Microsoft 365 email account to Freshsales?
How to sync past emails into Freshsales?
See all 6 articles
Alerts and Reminders
3
How to personalize desktop(in web) notifications and email reminders?
What is a lead assignment and transfer summary email?
How to activate desktop notifications on Freshsales
Profile Settings
7
How to update your profile information
How to set my time zone
How to reset or change your password
How to set notification alerts?
How to find my API key?
See all 7 articles
Email
Tracking Emails
7
Tracking the status of emails sent from Freshsales
How to check if my email has been read by a lead/contact?
How to track links in emails
How to link or remove an email conversation from a specific deal?
How to link email conversations to Deals?
See all 7 articles
Email Templates
7
How to create email and share templates
How to use email templates while sending emails?
How to edit and delete email templates
How to use email placeholders?
How to organize and filter email templates in Freshsales?
See all 7 articles
Sending Emails
28
Understanding the views in the Conversations tab
How to send bulk email to leads and contacts in Freshsales?
How to convert my sales emails into leads?
How to schedule emails?
How to send emails to Freshsales using forward or bcc email address
See all 28 articles
Email Settings
6
How to convert your sales emails into leads
How to blacklist an email domain to avoid automatic lead creation
How to setup an email alias
Freshsales Email deliverability and its performance
How to limit the visibility of email conversations to different users on Freshsales?
See all 6 articles
Sales Sequences
8
What are sales sequences? How to configure a sequence?
How to exclude weekend on Sales sequence?
How to share sales sequences on Freshsales?
When will a record (lead or contact) enter or exit a sales sequence?
What are the different user limits in sales sequences?
See all 8 articles
Phone
Freshcaller
6
How to set up a Freshcaller phone on Freshsales?
How do I link my existing Freshsales and Freshcaller accounts?
How to use the Freshcaller widget in Freshsales?
NOTIFICATION: Change in Call Rates in Freshsales
How to use Parallel Calling?
See all 6 articles
Call Logs
1
How to manually log a call?
Tasks, Appointments, and Notes
Tasks
3
How to add a new task?
How to use tasks to collaborate with your team
How do I mark a task as complete and view them
Appointments
4
Can I sync my Google calendar with Freshsales?
How to add an appointment?
How to set an appointment in a different time zone
NOTIFICATION: Appointments being renamed to Meetings
Notes
4
How to add notes
How to edit and delete notes
How to create and use Note Templates?
How to collaborate using Notes in Freshsales?
Sales Activity
Sales activity
5
What are sales activities? How to use them?
How to configure different sales activities in Freshsales?
How to check-in for a sales activity ?
How to use Freddy's calendar event suggestions?
How to use Freddy's out-of-office detection feature?
Data Migration
Import
7
How to import leads from a .CSV/.XLSX file?
How to import contacts from a CSV/XLSX file?
How to import contacts from LinkedIn?
How to import deals from .CSV/.XLSX file?
How to import accounts from .CSV/.XLSX file?
See all 7 articles
Migrating data from other applications
7
How to migrate data from Salesforce
How to migrate from Zoho, Pipedrive, Insightly or Salesforce IQ
How to migrate data from Pipedrive?
How to migrate data from SalesforceIQ ?
How to migrate data from Insightly?
See all 7 articles
Integrations
Freshsales for Web
10
What is Freshsales for Web
Getting started with Freshsales for Web
How do I know if the Freshsales for Web library was installed successfully
Javascript Library
Java Library
See all 10 articles
Apps
27
How to integrate Freshdesk with Freshsales?
How to sync my Google calendar
Segment integration
How to create leads from Freshdesk in Freshsales?
How to sync Freshdesk contacts with Freshsales lead/contact?
See all 27 articles
Smartforms (earlier Autotrack)
2
What is Smartforms? How do I get started?
How do I customize Smartforms to track events and update lead fields?
Webforms
4
How to set up Web forms in Freshsales ?
How to customize the UI of Web forms as per choice?
How to customize Web forms to trigger custom events?
How to Integrate web forms on WordPress.com?
Google Apps
4
How to use Freshsales from G Suite marketplace?
How to use Freshsales Google Chrome extension?
How to use Freshsales' Gmail Add-on?
How to whitelist Freshsales app under your Gsuite admin console?
Microsoft Apps
2
How to use Freshsales' Outlook Add-in?
How to use MS Teams with Freshsales Classic?
Reports
Custom Reports
11
How to create a custom report
How to edit and delete a custom report
What are the sample custom reports
How to use default reports
How to export reports
See all 11 articles
Standard Reports
1
What are standard reports?
Activity Reports
2
What are Freshsales activity reports?
How to create reports on custom sales activities?
Dashboards
2
How to create a new Reports Dashboard?
How to configure the reports dashboard in Freshsales?
Analytics
3
How to schedule data export via API in Freshsales Classic?
How to schedule data export in Freshsales Classic onto Power BI?
Introduction to Analytics
Plans and billing
Plans
6
How to upgrade or downgrade my plan
How to change the number of users in my plan
How to activate the free plan
What are the features you tend to lose on downgrade?
Freshsales Pricing and Features List
See all 6 articles
Billing and Payments
1
How to change credit card or payment information
Terms of Service
4
Privacy Policy
Updates to Freshsales Terms of Service
Privacy Notice (With effect from October 1, 2019)
Does Freshsales have API request limits for an account?
Freshsales Mobile apps
Guide to the Freshsales Mobile app
19
How to log calls in your Freshsales mobile app?
How to add and keep track of sales activities in Freshsales android app
How to compose an email on the Freshsales mobile app?
How to make calls using Freshcaller from within the Freshsales mobile app?
How to personalize settings on the Mobile app?
See all 19 articles
Guide to Freshsales iOS app
1
How to log calls in your Freshsales iOS app?
Security in Freshsales
Network Security
3
Removing support for TLS 1.0
Enabling TLS 1.2 in Internet Explorer
Freshworks commitment towards HIPAA Compliance
Freshsales FAQs
CRM
4
What is a CRM?
What is Freshsales?
How do I create a new Freshsales account?
How do I export all required data from the CRM?
Leads
7
Who is a lead?
We have a scenario where people try our product trial, but they are not ready to buy the product for some time - months or even a year or more. They go from a lead to a contact and once we determine that they are not a viable deal at the m
What happens to a lead when it is merged? I have merged a number of leads and cannot find them after the merge, can you tell me where I will find this?
While importing leads I'm getting an error saying oops something went wrong
Is it possible to reset my lead score to 0?
See all 7 articles
Contacts
5
Who is a contact?
Why can't I create territories for contacts?
How can I keep my salespeople out of the contacts page?
How do I clone a contact?
How do I delete a contact?
Deals
7
I have set the deals rot after option to 365 days, however, my deals are listed as rotten. How do I overcome this?
I’m not able to see the import icon for deals. What are the steps I need to check?
Let’s say if I downgrade my plan from estate to garden, what will happen to my pipelines?
How is the deal forecast revenue calculated? The problem is, I edited the probability% but it has no effect on any of my existing deals. How would I go about this?
What should I check while importing deals?
See all 7 articles
Email
10
The placeholder for my emails are not working? The field is created under the deal module. What is wrong with this {{deal.cf_Deal-_Mine}} placeholder?
Why is my IMAP connection appearing disconnected?
Why are my emails landing into SPAM?
Why are my links sent via Freshsales email throwing error messages?
I am trying to find the names and email addresses of the individuals who either had invalid emails or the email bounced.
See all 10 articles
Whatsapp Campaigns
0
Bulk email
3
I'm trying to perform a bulk update for leads, but it lets me select only 25 records. Am I doing anything wrong? I'm not able to select more than 25 at a single go.
Can I save the bulk email as a draft so that I can work on it later?
I sent Bulk emails to 100 leads. There are 0 opens and 0 clicks but there are 20 replies in the Bulk email metrics. What is the logic here?
Territories
9
How can I assign leads to a set of users equally?
Can I use territories to assign leads to users in a way where a few owners get more leads assigned to them than others?
How do I add all the users in an account to a territory
Can we use the territory feature in the contacts module?
Can I create a territory where the owner gets assigned based on the person creating the record?
See all 9 articles
Sales Sequence
12
What are the two types of sales sequence?
I'm running a sales sequence. In real time I would like to view the leads which got bounced through sales sequence. Is there any keyword with which I can filter?
My emails are been sent twice in the sales sequence, this is not what I expected in Freshsales. What's going wrong?
I created a classic sales sequence., and I have the steps to be executed on day 1 , day 3, day 5 , day 7. The first step on day 1 was executed properly. I deactivated the sequence on Day 2, and reactivated it back on day 4 but unfortunately
I’ve cloned a sales sequence. I received an error message on the send email action. What could be the reason?
See all 12 articles
Workflows
4
What are workflows?
I’m unable to create workflows based on time, why is that?
How to setup workflows to send email notifications when a customer replies?
Is there a setting by which I can automatically convert leads to contacts when they fulfill a particular or set of conditions?
Integrations
8
Can I integrate more than one account for SMS?
I've purchased a number from the service provider but it is not being displayed post-integration. What is the reason behind this?
Is there any limit while sending out SMS from Freshsales?
Do we have an option to create SMS templates similar to email templates?
I’m not receiving notifications for Incoming SMS.
See all 8 articles
Freddy
0
Security
2
One of our prospects wants to connect their IMAP supported exchange server to Freshsales, however, due to restrictions on their network, they have asked for an IP address from which our requests come from, so that they can whitelist it.
What is the difference between forget vs delete?
Roles and Scope
4
What do you imply by the option: LIST OF USERS WHO HAVE ACCESS?
Do Scope and Roles play a part in configuring a Territory?
I’ve created a custom role having a bulk email limit of 5000 with 5 users assigned to it. Will all my users be able to send 5000 bulk emails individually?
Can I track the changes made to roles and in the audit logs?
Modules and Fields
2
How do I configure a BMI calculator using formula fields? (Weight in kgs and Height in cms)?
I’d like to create a custom field that accepts unique values. Based on the unique value, a unique web link should be generated for all records. How can this be implemented?
Plans and Billing
4
I’m unable to login to Freshsales after moving from the trial to the paid plan
Am I billed depending upon the number of users?
Where can I see my billing history?
How many pipeline be created if I upgrade to Estate plan?
Organization
9
What is an Organization and how does it work?
How can I make the other users as Org admin?
How is an Organization created?
How can I merge all my accounts created under different organisations?
I’m not able to move the Freshdesk account to the same Organization. How can I go about this?
See all 9 articles
CPQ - Configure, Price, Quote
Configure, Price, Quote
7
How to sync deals with documents?
How to add products to documents?
How to create document templates?
How to send a document to customers?
What are documents? How to enable documents?
See all 7 articles
Cust 360
Detail Pages
2
How to get a 360° view of your customer?
Default Configuration in Summary section for Lead, Contact, Account and Deal Pages
Freshsales Record Management
Record Types
6
What are Record Types and how to use them?
How to apply Record Types in Sales Sequences?
How to apply Record Types to Workflows?
How to apply Record Types in Classic Reports?
How to apply Record Types in Classic Webforms?
See all 6 articles
Freshsales Internal Solutions
FSA support process
0
CPQ
2
Frequently asked questions on CPQ and Products Module
FAQs on CPQ
Vidyards
0
Internal L2 docs
2
Workflow troubleshooting guide
Expected behaviours
Freshsales - General
General
1
Generate the HAR file
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