Freshsales + CustomerLabs 1PD Ops

Freshsales is a cloud-based CRM that helps businesses manage interactions with existing and potential customers. It offers features such as one-click calling, lead tracking, sales pipeline management, and event tracking.

CustomerLabs 1PD Ops is a first-party data operations platform that unifies customer data from multiple sources, resolves identities, and syncs enriched profiles to your marketing stack.

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Why This Integration Matters

By connecting Freshsales to CustomerLabs 1PD Ops, you create a real-time data bridge between your sales team and your marketing tools. Every time a contact is created, a lead moves stages, or a deal is updated in Freshsales — that data flows into CustomerLabs automatically.

With this integration, marketing teams can:

• Enrich user profiles — Combine CRM data (name, email, lifecycle stage, job title) with behavioral data already in CustomerLabs to build 360° customer profiles.
• Build precise audience segments — Create segments based on CRM lifecycle stages (e.g., “All contacts marked as MQL in the last 7 days”) for targeted campaigns.
• Sync data to downstream tools — Push enriched profiles to ad platforms (Google, Meta, LinkedIn), email tools (Klaviyo, Brevo), and analytics destinations in real time.

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Prerequisites

Before you begin, ensure you have the following:

Requirement	Details
Freshsales Account	Admin-level access to create workflows.
CustomerLabs Account	An active CustomerLabs 1PD Ops account.
Webhook URL	Generated during setup in CustomerLabs (Step 1 below).

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Integration Architecture

The integration uses a webhook-based approach:

1. Freshsales fires a webhook whenever a configured event occurs (e.g., contact created or updated).
2. CustomerLabs receives the webhook payload at a unique endpoint URL.
3. Workflows in CustomerLabs process, filter, and map the incoming data into user profiles and events.
4. Destinations receive the enriched data (ad platforms, email tools, analytics, etc.).

Freshsales CRM → (webhook) → CustomerLabs Source → (workflow) → Destinations

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Step 1: Create a Custom Source in CustomerLabs

Tip

Why this step matters: The Custom Source acts as the receiving endpoint for all data coming from Freshsales. Without it, there’s no “address” for Freshsales to send data to.

1. Log in to your CustomerLabs 1PD Ops account.

2. Navigate to Sources → click Connect Source.

   

3. Select Custom Source from the source list.

4. Name the source with a clear, descriptive label.

   Note

   Best Practice: Use a name like “Freshsales CRM” or “Freshsales – Contacts & Leads”. Specific names help your team identify sources quickly as your integration count grows.

5. After saving, copy the Webhook URL displayed on screen. You will need this in the next step.

   Caution

   Important: Keep this Webhook URL secure. Anyone with access to it can send data into your CustomerLabs account.

   

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Step 2: Create a Webhook Workflow in Freshsales

Tip

Why this step matters: This step configures Freshsales to automatically push data to CustomerLabs every time a relevant event occurs — no manual exports needed.

1. Log in to your Freshsales account (Admin access required).
2. Navigate to: Admin Settings → Teams & Territories → Workflows.
3. Click Create Workflow.

You will create two separate workflows — one for contact creation and one for contact updates.

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Step 3: Workflow #1 — Contact Created

This workflow fires every time a new contact is created in Freshsales.

3.1 Create the Workflow

1. Inside Workflows, name it descriptively (e.g., CL – Contact Created).

2. Set the Module to Contacts.

   

   Note

   Naming Best Practice: Prefix workflow names with “CL –” (for CustomerLabs) so your team can instantly distinguish integration workflows from internal automations.

3.2 Set the Trigger Condition

1. Set the trigger to: When a contact is created.

2. Ensure the workflow is configured to run for every contact.

   

3.3 Configure the Action

1. Choose Trigger Webhook as the action type.

2. Paste the Webhook URL you copied from CustomerLabs (Step 1).

3. Set Encoding Format to JSON and Content to Select All Fields.

4. Click Test Webhook to verify the connection.

   Note

   Validation: After clicking “Test Webhook,” you should receive a success response. If the test fails, double-check the Webhook URL.

5. Click Save to activate the workflow.

   

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Step 4: Workflow #2 — Contact Updated

This workflow fires every time an existing contact is updated (e.g., lifecycle stage change, phone number updated).

4.1 Create the Workflow

1. Click Create Workflow.

2. Name it: CL – Contact Updated.

3. Set the Module to Contacts.

   

4.2 Set the Trigger Condition

1. Set the trigger to: When a contact is updated.

2. Ensure the workflow runs for every contact update.

   

4.3 Configure the Action

1. Choose Trigger Webhook as the action type.

2. Paste the same Webhook URL from CustomerLabs.

3. Set Encoding Format to JSON and Content to Select All Fields.

4. Click Test Webhook to verify and then Save.

   

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Step 5: Verify Incoming Data in CustomerLabs

Tip

Why this step matters: Before configuring event processing, confirm that raw data is actually arriving from Freshsales.

1. Go to CustomerLabs → Sources.

2. Select your Freshsales source.

3. Click Fetch New Data.

4. You should see incoming webhook payloads in the Source Logs.

   

   Note

   Validation Checklist:

   • Data appears in Source Logs within 1–2 minutes.
   • JSON payload contains expected fields (first_name, email, lifecycle_stage, etc.).
   • No error messages in the log entries.

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Step 6: Configure CustomerLabs Workflows

Now that data is flowing in, create workflows to process the events.

6.1 Create a New Workflow

Inside your Freshsales source, click Create New Workflow.

Scenario	Recommended Name
Contact created in CRM	contact_created
Contact updated / stage changed	contact_updated
Lead lifecycle stage changed	lead_stage_updated

6.2 Set Workflow Delay (Recommended)

Caution

Important: If you have multiple workflows under the same source, you must configure a workflow delay to prevent concurrency issues (duplicate profiles).

Best Practice: Set a delay of 5 seconds for the second workflow, 10 seconds for the third, and so on.

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Step 7: Select Sample Data

Tip

Why this step matters: Sample data teaches CustomerLabs the structure of your incoming payloads.

7.1 Trigger a Test Event

Perform the corresponding action in Freshsales to generate data:

• Contact Created: Create a new test contact.
• Contact Updated: Update a field (e.g., change lifecycle stage) on a test contact.

7.2 Fetch and Select the Sample

1. In CustomerLabs, click Fetch New Data.

2. Review the samples and select the most complete one.

   

7.3 Critical: Validate Sample Data (No Null Values)

Caution

Warning — Null Values: CustomerLabs will not process parameters with null values. They will cause data to be silently dropped by downstream destinations.

Best Practice: Populate all fields on the test contact in Freshsales before triggering the event to ensure a clean sample.

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Step 8: Event Configuration (Workflow #1)

8.1 Assign an Event Name

1. Click the Event Name dropdown.
2. Select Custom Event.
3. Enter a name (e.g., cl_contact_created).

8.2 User Identity Mapping

1. Select your primary identifier (recommended: identify_by_email).

2. You can add up to 3 identifiers.

   

8.3 Map User Traits

Map the Freshsales fields to CustomerLabs traits.

Freshsales Field	CustomerLabs Trait	Category
contact_first_name	First Name	User Trait
contact_last_name	Last Name	User Trait
contact_email	Email	User Trait
contact_mobile_number	Phone	User Trait
contact_company	Company	User Trait
contact_job_title	Job Title	User Trait
contact_lifecycle_stage_name	Lifecycle Stage	User Trait
contact_city	City	User Trait
contact_country	Country	User Trait
contact_address	Address	User Trait

4. Once configured, click Save and Activate.

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Step 9: Event Configuration (Workflow #2)

9.1 Assign an Event Name

For Workflow #2 (Contact Updated):

1. Select Dynamic Event.

2. Map it to the contact_lifecycle_stage_name field.

   Note

   Why Dynamic?: Using a dynamic name means the event will automatically be named after the stage (e.g., Lead, MQL). This is powerful for lifecycle-based segments.

   

9.2 User Identity Mapping

Follow the same process as step 8.2 to ensure the update enriches the existing profile.

9.3 Map User Traits

Ensure all relevant traits (Lifecycle Stage, Phone, etc.) are mapped so updates are captured.

5. Click Save and Activate the workflow.