Freshworks CRM All Features Contact Management

Gain a 360° view of contacts and build stronger relationships


Get complete details about the contacts in your database — be it marketing contacts or sales leads. Devise strategies and run marketing campaigns that result in greater engagement and drive conversions. Arm your sales teams with sufficient intel to close deals faster with personalized engagement.

The Activity Timeline provides a chronological view of the customer's engagement with your business. View audience interactions like their website activities, email activities, and gain complete visibility into their engagement with your brand. Set Lifecycle Stages based on where they are in their journey — a prospect, marketing/sales qualified lead, customer, and more. Customize sub-stages based on your business process to map sales and marketing activities that accelerate conversions.


Improve sales productivity and win deals faster

Improve sales productivity and win deals faster

Surface your hottest leads

Intelligently rank your prospects based on their profile and engagement level using Predictive Contact Scoring.

Contact Scoring
Accelerate sales prospecting

Automatically enrich your contacts with their social and publicly listed information with Auto-Profile Enrichment.

Manage sales teams across geographies

Group your team(s) by geography, deal sizes, etc., and automatically assign leads to the right salesperson with Territory Management.

Be more productive

Use Appointments, Tasks, Notes and Files to collaborate with your team, set alerts and reminders, and do more.


Maximize your sales teams' efficiency

Track your contacts’ buying information and behavior in real-time, personalize your outreach, and improve conversion and win rates.

Convert emails to contacts

Forward sales emails from your inbox by sending them to your CRM’s custom email address, and automatically convert them into contacts(prospects) that you can follow up with.

Prioritize prospects 

With AI-based contact scoring, identify your hottest prospects based on their activities, previous engagement, send personalized outreach, and close deals faster.

Run successful campaigns 

Deliver personalized campaigns based on your contacts’ behavior and follow up on their responses from within the CRM. Engage with your prospects contextually, deliver value, and win more deals. 

Set up internal alerts

Set up alerts if your prospects have performed specific actions on your product/website, like sending a support ticket, visiting a pricing page, etc., and engage with them at the right time.

Provide unified experiences

With the Customer-for-Life Cloud, gain insights about the different marketing touchpoints your prospects experienced. Engage contextually and provide delightful experiences.

Deliver delightful experiences with tailored engagement

Deliver delightful experiences with tailored engagement

Track audience's every interaction

Monitor contacts' activities, capture their interaction, and map them to every contact with Custom Fields

Stay organized with Lists & Segments

Segment contacts by lists, group them based on behavior, and deliver targeted campaigns.

Manage audience preferences

Allow audience to (re)unsubscribe to your emails, or receive only certain information based on their interests.

Run personalized campaigns and increase conversions

Use your contacts’ information to better your marketing outreach, improve engagement, tailor experiences, and drive faster growth.

Build powerful customer profiles

Understand contacts’ behavior, identify commonly visited webpages, track contact sources, email engagement, etc. to build powerful customer profiles, and create scalable strategies.

Run targeted drip campaigns

Drive acquisition, nurture, or retention campaigns based on your contacts’ characteristics and behavior. Improve conversions and maximize your efforts with journeys that run like clockwork.

Improve product adoption

Get your users acquainted with your product faster. Capture critical user events from your product, map them to your contacts’ activities, send targeted messages, and boost product adoption.

Manage offline events

Track offline event attendees, store their details, and run targeted campaigns specific to the events they have attended. Use reports to identify high ROI events, and focus on the ones that drove the maximum conversions

Replicate impactful campaigns

Group contacts by behavior, and run targeted campaigns. Identify the successful ones based on detailed contact engagement and conversion reports, and emulate them for future success.