
ChurnZero supports a very robust integration with Freshsales. Read below for details on requirements for the integration, the objects included, and the types of syncing that are supported.
Integration Requirements
In order to connect your Freshsales instance to your ChurnZero instance, the following is required:
- AccountExternalID must be in Freshsales. In order for ChurnZero to map together data from Freshsales with data from other sources - such as usage data from your product - you need an ID that identifies an account that is available in both your product AND in Freshsales. We call this the AccountExternalID. This ID can be whatever you would like (typically it's numeric or alphanumeric), though we do NOT recommend using the customer's name (as names are not unique in Freshsales).
- ContactExternalID must be in Freshsales. In order for ChurnZero to map together data from Freshsales with data from other sources - such as usage data from your product - you need an ID that identifies a contact that is available in both your product AND in Freshsales. We call this the ContactExternalID. This ID can be whatever you would like but 99% of the time it's Email Address. Please note that it is NOT required that all your users are contacts in Freshsales; ChurnZero will match as we are able.
- Complete the Freshsales Questionnaire from your Implementation Worksheet. You must have fully completed the Questionnaire and reviewed it with your Implementation Specialist and/or CSM. We will not begin work on your sync configuration until this worksheet is confirmed and all the necessary fields are available (and decently populated!) in Freshsales.
- Authorize your Freshsales instance within ChurnZero. To authorize, log into your ChurnZero Production account, go to Admin > Freshsales Setup and follow the instructions. Confirm the authorization with your Implementation Specialist and/or CSM when you are done.
Integration Capabilities
The following objects are supported by our Freshsales integration. Please read each section carefully; behavior varies between object types.
Freshsales CRM Object |
ChurnZero Sync Capabilities
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Accounts |
Sales Accounts become Accounts in ChurnZero. Accounts are a core object in ChurnZero. At the Account level you can create Segments, trigger Alerts, run Plays, send NPS Campaigns, manage Journeys, and calculate ChurnScores.
- ChurnZero Core Account Fields
- Can be populated by Freshsales, either by:
- Properties on the Account.
- Example: Map the Freshsales Account property Renewal_Date__c to Next Renewal Date in ChurnZero.
- Custom definitions based on objects associated directly with the Account.
- Example: Look at all Deals where Deal Start Date is in the past and Deal End Date is today or in the future. From these Deals, map the Deal End Date that is the furthest out to Next Renewal Date in ChurnZero.
- Can be bidirectionally synced between Freshsales and ChurnZero. Note that this is only possible if there is a 1:1 relationship between a field in Freshsales and a field in ChurnZero.
- In other words, if Next Renewal Date in ChurnZero is based on a Company property called Renewal Date, then this field COULD be bi-bidirectionally synced. But if Next Renewal Date in ChurnZero is based on Deals, bi-directional syncing would not be possible.
- Edibility is set on a field-by-field basis and is OFF by default.
- If a core field is set to Editable, specific settings must be manually changed by the ChurnZero team to allow bidirectional syncing of these fields. Please work with your Implementation Specialist or CSM.
- Custom Account Fields
- Can be bidirectionally sync between Freshsales and ChurnZero.
- Edibility is set on a field-by-field basis and is OFF by default.
- If a custom field is set to Editable, the sync will automatically adjust; no setting changes are required.
- Parent/Child Accounts
- Freshsales supports Parent/Child relationships and these relationships can be reflected in ChurnZero.
- ChurnZero Account Data in Freshsales
- Outside of the core and custom fields described above, ChurnZero can push account attributes into Freshsales upon request (this is not default behavior).
- The most common attributes that are pushed for accounts include "Primary ChurnScore" and "URL to ChurnZero Account Profile".
- ChurnZero will NOT push usage data into Freshsales.
- If you want attribute(s) pushed into Freshsales, you must first create company properties where ChurnZero can place the data. Please consult for Implementation Specialist and/or CSM to make sure you are creating the correct type of property. Once the properties are created, the ChurnZero team will finish the configuration.
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Contacts |
Contacts become Contacts in ChurnZero. Contacts are a core object in ChurnZero. At the Contact level you can create Segments, trigger Alerts, run Plays, and send NPS Campaigns. Note that ChurnZero will sync ALL contacts associated with Accounts that meet the sync filters. We do not recommend filtering the contacts that sync to ChurnZero for a variety of reasons.
- ChurnZero Core Fields
- Can be populated by Freshsales.
- Can be bidirectionally synced between Freshsales and ChurnZero. Edibility is set on a field-by-field basis and is OFF by default.
- If a core field is set to Editable, specific settings must be manually changed by the ChurnZero team to allow bidirectional syncing of these fields. Please work with your Implementation Specialist or CSM.
- Custom Fields
- Can be bidirectionally sync between Freshsales and ChurnZero.
- Edibility is set on a field-by-field basis and is OFF by default.
- If a custom field is set to Editable, the sync will automatically adjust; no setting changes are required.
- ChurnZero Contact Data in Freshsales
- Outside of the core and custom fields described above, ChurnZero can push contact attributes into Freshsales upon request (this is not default behavior).
- The most common attributes that are pushed for contacts include include "Most Recent NPS Date", "Most Recent NPS Rating" and "Most Recent NPS Comments".
- ChurnZero will NOT push usage data into Freshsales.
- If you want attribute(s) pushed into Freshsales, you must first create contact properties where ChurnZero can place the data. Please consult for Implementation Specialist and/or CSM to make sure you are creating the correct type of property. Once the properties are created, the ChurnZero team will finish the configuration.
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Deals |
The only Freshsales custom object ChurnZero syncs with is Deals. Deals are secondary objects in ChurnZero. They can be used in Segments and they can trigger Alerts, but Plays, Journeys, NPS Campaigns, and ChurnScores cannot run against a Deal.
- Only Deals associated with Accounts that meet the sync filters will be brought into ChurnZero.
- Can sync any and all fields from the Deals object.
- ChurnZero will only pull these fields. Editing Deal fields in ChurnZero is NOT supported.
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Owners |
Owners become User Accounts in ChurnZero.
- ChurnZero users will be automatically created from your existing Freshsales users.
- ChurnZero automatically syncs all Freshsales users so that references to those users - say on an Account or in a Task - are not broken.
- Please note that ChurnZero customers are only charged for users that access ChurnZero, NOT for all users that are created in ChurnZero.
- Reporting hierarchies between users (i.e. managers and team members) will need to be manually set up in ChurnZero.
- User data is pulled from Freshsales into ChurnZero. User data is not Editable in ChurnZero; updates must be made in Freshsales.
- ChurnZero does not have a unique "Log in with Freshsales" option but Freshsales users can log into ChurnZero using the "Log in with Microsoft" or "Log in with Google" options.
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Sync Behavior
The ChurnZero <> Freshsales integration supports two types of syncing to ensure timely transfer of data between the two systems.
Sync Type |
ChurnZero Behavior
|
Routine Syncing |
Default: Every 15 minutes
- Picks up records that Freshsales has flagged as changed since the most recent routine sync.
- Records (i.e. Accounts, Contacts, etc.) that newly meet the sync filters will be brought into ChurnZero as part of routine syncs.
- When new fields are added to your sync, these fields will be populated by the next routine sync.
- Ex: If a new Account field is added to your sync, on the next routine sync ChurnZero will do a full sync of just the Acconts object so that all Accounts are updated with this new field.
- When new fields are added, it could take a few hours to get all data into ChurnZero (depending on how much data there is to move).
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Full Syncing |
Default: Nightly
- Updates all records for all objects included in the sync. Done to ensure that records that may have not been flagged as changed are updated.
- All records (Accounts, Contacts, Tasks, etc.) that no longer meet the sync filters are only removed from ChurnZero during a full sync (i.e. routine syncs will not remove these records).
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