In this article you will learn what the re-authorization flow is and why it exists, when and how to re-authorize your integration, and what happens when authorization expires.
User level: Admin
CloudTalk now includes a dedicated Re-authorize Integration action on every integration settings page. This allows admins to refresh or replace credentials without disabling the integration or triggering a full entity re-sync.
Previously, the only way to re-authorize a CRM integration was to disable it and re-enable it. This process risked duplicate data, temporary data loss, and unnecessary sync load. With the new re-authorization flow, these risks are eliminated.
Why You Might Need to Re-authorize
Re-authorization is required in several common situations:
The user who originally set up the integration has been removed from your CRM or CloudTalk account
Your integration's OAuth permission scopes need to be extended (e.g. access to CRM lists or campaigns)
A CRM integration package has been updated and new capabilities require refreshed credentials
Regional data center changes require new credentials
Without this feature, any of the above scenarios would require recreating the integration from scratch, generating support tickets and putting your data at risk.
What Happens When Authorization Expires
When an integration's credentials become invalid, behavior depends on the type of change:
New feature or package update requiring re-authorization: existing functionality continues to work, but new features are unavailable until re-authorization is completed.
Original authorizing user removed from the CRM: the entire integration may be blocked until credentials are refreshed.
In both cases, CloudTalk will surface a notification via an inline banner on the integration settings page, a status indicator on the integrations list, or a global admin alert, prompting you to take action.
How to Re-authorize an Integration
1. In your Dashboard, navigate to Account > Settings > Integrations and click on the integration you need to re-authorize.
2. In the settings panel, you will see a Re-authorize integration button. Click it to begin.
3. A dialog will appear explaining what will happen during re-authorization. Before proceeding, confirm that:
Your integration will remain active throughout the process
No existing workflows or data will be interrupted
A full re-sync will not be triggered automatically
Optionally, you may check the box labeled Trigger a full entity re-sync after re-authorization if you intentionally want all entities to be re-imported. This is not required for re-authorization to work and may take several minutes.
4. Depending on your integration type:
OAuth-based integrations: You will be redirected to your CRM's sign-in page to complete a standard OAuth flow. This may prompt you to grant extended permission scopes if needed.
API token-based integrations: You will be prompted to enter a new API token directly. The token is validated immediately upon submission.
Once complete, you will be returned to the integration settings page and your credentials will be active.
Important: Re-authorization does not reset your integration or re-import your data unless you explicitly opt in to a full re-sync. Your call history, contact mappings, and workflow configurations are preserved.
FAQs
Will my integration stop working while I re-authorize?
No. The integration remains active throughout the re-authorization process. Agents can continue making and receiving calls without interruption.
Do I need to reconfigure my sync settings after re-authorizing?
No. Your existing sync configuration, field mappings, and workflow settings are preserved. Only the authentication credentials are refreshed.
What if I accidentally trigger a full re-sync?
If you checked the "Trigger a full entity re-sync" option, all entities will be re-imported from your CRM. This may result in duplicate records if contacts already exist in CloudTalk. Do not check this option unless you specifically need a fresh import of all CRM data.
What if the re-authorization fails?
If the OAuth flow or token validation fails, the integration will remain in its current state and you will see an error message. Check that the CRM account you are signing into has the required permissions, then try again. If the issue persists, contact CloudTalk Support.
Need help or have a question? Just reach out through our Support portal — we’re here for you.