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Integrating Freshworks CRM with Slack allows users to engage in conversations related to a particular deal on dedicated Slack private channels. It also empowers users by sending deal-related notifications to Slack channels. Integration can be done either via Freshworks CRM marketplace or via Slack marketplace. Only a Freshworks CRM admin can connect a CRM account with a Slack account.

After the CRM admin connects the apps, non-admin users can add the CRM app to their Slack account by providing their API key.

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Integration via Freshworks CRM

  1. In your Freshworks CRM account, from left navigation bar, click on Admin settings > Marketplace and Integrations > Marketplace apps
  2. Search for ‘Slack’, select the app and click ‘Visit site to install’
    1. If the user is not logged into Slack they will be prompted to login to Slack          
    2. If the user is already logged into Slack, a dialog box opens requesting for 

            permission to access the Slack workspace.

3. Review the permissions and click Allow to grant access to Slack.You will be taken to your Slack account where you will be asked to connect your Freshworks CRM account to Slack. (Only a CRM admin will be able to connect both the apps for the very first time)



Click Settings

  4.a For Admins
A dialog box where you can enter your Freshworks CRM domain and Freshworks CRM admin API key is displayed.

             The Freshworks CRM API key should be from the admin's account. Else, Slack will throw an error message indicating the same.
Obtain your Freshworks CRM API key under Personal Settings > API settings on your Freshworks CRM.

              Enter the values and click Connect

Completing this step successfully takes you back to the Freshworks CRM app page where you can find the confirmation of your connection and the name of the account to which your Slack workspace is connected.

This completes the integration between your Freshworks CRM and Slack. The Slack icon will now be visible on the right panel on all the deal detail pages in Freshworks CRM for all eligible
 users.

           

4b. For Non-admin users:
Click connect in Slack to display the dialog box where you can find the domain name of your CRM account. Enter the API key and click Connect.

A non-admin user will be able to connect their CRM account to Slack only after the Admin has completed the integration.

Integration via Slack

  1. On your Slack account, search for Freshworks CRM in the Apps section.

  2. Click Freshworks CRM. This opens the Freshworks CRM page on Slack. 

  1. Click Settings and click Open in Slack. This brings up the page where you are requested to authorize Slack integration

  2. Refer to the step 3 of the previous section - Integrating via Freshworks CRM marketplace -  and follow step by step instructions to complete the integration. 

Configuring permissions for slack access in Freshworks CRM

Access to the Slack collaboration functionality in Freshworks CRM is governed by Roles and Permissions. This is a feature that is enabled by default for all roles. To restrict access to this functionality, admins can deselect this permission for a role. This way, all users belonging to the role will be restricted from gaining access to Slack conversations on deal detail pages.

Receiving Notifications

Freshworks CRM users receive notifications within the CRM whenever there are new messages in the Slack channels mapped to the deals they have access to. This also includes @mentions of the user. Users can configure their notification preferences under Personal Settings >Notifications. They can select the checkboxes to start receiving notifications.

Here’s how users receive notifications: