> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Freshsales audit profile, Vortex IQ

> What the Vortex IQ Freshsales health audit checks: Freshsales: Deliverability, Automation Health & Revenue Attribution

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/freshsales) · [Audit Profile](/nerve-centre/kpi-cards/freshsales/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/freshsales/sentiment)**

Freshsales numbers mean little to a merchant unless deliverability is sound, automation is actually running, and the revenue email claims to drive is real. This audit answers: (1) is the API key/domain healthy and the account readable, (2) is outbound email deliverability in safe bands (bounce/spam/unsubscribe), (3) are sales campaigns and sequences (flows) live or quietly stalled, and (4) - the stickiness test - does Freshsales' email-attributed revenue reconcile with the ecom sibling's actual order revenue, or is it over-/under-attributing and leaking through refunds?

## What this audit checks

### Authentication & access

* API key valid (auth on /settings/me) and not revoked
* Bundle domain correct and reachable (correct Freshworks data-residency host)
* Connector account has read scope on contacts, deals, campaigns, sequences and lists

### Deliverability & sender health

* Bounce rate above 5% (sustained) over the trailing 30 days
* Spam-complaint rate above 0.3% (sender-reputation risk)
* Unsubscribe rate above 2% (content/targeting problem)
* Delivery rate below 95% (auth or list-hygiene rot - check SPF/DKIM)
* Open rate below 10% or click-to-open below 3% (engagement decay)

### Automation & campaign health

* Sequences (flows) paused-heavy: >50% of sequences in paused/archived state
* Active sequence with last\_enrolled\_at >24h ago (trigger criteria broken)
* Sales campaigns stuck in draft/scheduled past their send window
* Campaign sent with zero opens after 24h (delivery or rendering failure)

### List & subscriber hygiene

* List sprawl: many lists with low active-member share (audience decay)
* Active subscriber base shrinking >10% vs prior period
* Static lists not refreshed in >90 days (stale targeting)
* Segments returning zero members (broken filter criteria)

### Cross-channel: revenue-at-risk (the killer area)

* Email-attributed revenue diverges materially from the ecom sibling's matched order revenue (over-/under-attribution)
* Refund rate on email-attributed orders climbing while sends rise - measured-but-leaking revenue
* Paying ecom customers (sibling shopify/bigcommerce/adobe) unsubscribed or bounced in Freshsales - deliverable revenue cut off
* Won Freshsales deals with no matching ecom order within 7 days (revenue-recognition gap)

## Severity thresholds

| Signal                       | Warn | Critical |
| ---------------------------- | ---- | -------- |
| `bounce_rate_pct`            | 2    | 5        |
| `spam_complaint_rate_pct`    | 0.1  | 0.3      |
| `unsubscribe_rate_pct`       | 0.5  | 2        |
| `delivery_rate_pct`          | 98   | 95       |
| `open_rate_pct`              | 20   | 10       |
| `refund_rate_pct`            | 1    | 5        |
| `paused_sequence_share_pct`  | 40   | 60       |
| `active_subscriber_drop_pct` | 10   | 25       |

## Data sources

* `GET https://{domain}.myfreshworks.com/crm/sales/api/settings/me` - API key + account/region sanity
* `GET https://{domain}.myfreshworks.com/crm/sales/api/contacts` - Subscriber base, subscription\_status counts, list/segment membership
* `GET https://{domain}.myfreshworks.com/crm/sales/api/deals` - Won-deal vs ecom-order reconciliation (revenue-recognition gap)
* `GET https://{domain}.myfreshworks.com/crm/sales/api/sales_campaigns` - Campaign status, delivery/open/click/bounce/spam/unsub + attributed revenue
* `GET https://{domain}.myfreshworks.com/crm/sales/api/sequences` - Sequence (flow) status, trigger types, enrollment recency
* `GET https://{domain}.myfreshworks.com/crm/sales/api/lists` - List/segment inventory, member + active-member counts for hygiene checks