In this guide we’ll show you how to get the most out of using CloudTalk together with Capsule CRM, including how to start calls with a single click, where to find call history, and how to use caller information to deliver more personalized conversations.

User level: Admins, Agents, Supervisors

Ready to configure the CloudTalk + Capsule CRM integration?
Follow the step-by-step instructions in our Configure Capsule CRM guide.

Calling from Capsule

Make Outbound Calls

With click-to-call enabled, you can call any contact in Capsule with a single click. Once set up, all phone numbers in Capsule become clickable and will open CloudTalk automatically.

To enable click-to-call:

Follow Capsule's official setup guide to turn on click-to-call.
Once enabled, all phone numbers in Capsule will become clickable and open CloudTalk automatically.

Pro tip: Other Chrome extensions or dialers may interfere with click-to-call. If clicking a number isn't starting a call, check your browser for competing extensions and disable them if needed.

Receive Inbound Calls

When a customer calls you, their Capsule contact profile will automatically pop up in CloudTalk, so you can see who's calling before you answer.

Call Logging and Data Exchange

Contact Sync

CloudTalk automatically imports contacts from Capsule at regular intervals, keeping your CloudTalk phone system updated with the latest records. You can find a link to the contact's Capsule profile directly within their CloudTalk contact profile.

How sync works:

New contacts added in Capsule are imported into CloudTalk.
If a Capsule contact shares the same main phone number or email with an existing CloudTalk contact, the records are merged.
Updates made in Capsule are reflected in CloudTalk.
Updates made in CloudTalk are not pushed back to Capsule (one-way sync).

Contact Field Mapping

CloudTalk Contact	Sync	Capsule Field
Name	✅	First Name, Last Name
Contact Link	✅	Link to Capsule Contact Profile
Phones	✅	Main phone number
Emails	✅	Main email address
Favorite Agent	✅	Contact Owner
Tags	🚫	Not synced
Company	🚫	Not synced
Industry	🚫	Not synced
Website	🚫	Not synced
Address / City / Zip / Country	🚫	Not synced

Note: Capsule represents contacts using a unique entity type called party. The sync currently supports only the main email and phone fields.

Call Logging & Export

Every call handled in CloudTalk, whether inbound or outbound, is automatically logged in Capsule under the Recent Activity section of the contact's profile and your Capsule dashboard.

Important: Tags and notes are synced at the time the call is logged. If you later edit a tag or note in CloudTalk's call history, those changes will not be updated in Capsule.

Call Field Mapping

CloudTalk Field	Capsule Activity Field
Call direction	Direction (inbound / outbound)
Call status	Status (answered / missed)
CloudTalk number & customer number	Numbers used
Call duration	Duration
Call tags	Tags
Call notes	Notes
Call recording link	Recording link (if enabled)
Agent name	Agent handling the call