In this article you will learn how contacts are synced between CloudTalk and Kustomer, which fields are mapped on import and export, and how calls and messages are logged as Kustomer conversations.
User level: Admin, Agent, Supervisor
Ready to configure the CloudTalk + Kustomer integration?
Follow the step-by-step instructions in our Configure Kustomer guide.
Call logging and data exchange
Contact sync
Import: Kustomer customers to CloudTalk contacts
Kustomer customers with no phone number will not be imported to CloudTalk.
Customers with shared emails, shared phone numbers, or shared WhatsApp numbers are never imported.
Contacts are merged when multiple Kustomer customers share the same phone number or name. See Contact Merging for details.
CloudTalk contact | Kustomer customer | Kustomer company |
Name | Name | 🚫 |
Contact link | Customer link | 🚫 |
Phones | Phone numbers | 🚫 |
Emails | Emails | 🚫 |
Tags | 🚫 | 🚫 |
Title | 🚫 | 🚫 |
Company | 🚫 | Name |
Industry | 🚫 | 🚫 |
Website | 1st website URL | 🚫 |
Address | 1st work address line 1 + line 2 | 🚫 |
City | 1st work address city | 🚫 |
Zip | 1st work address zip code | 🚫 |
State | 1st work address state | 🚫 |
Country | 1st work address country | 🚫 |
Favorite agent | "Created by" user | 🚫 |
When a Kustomer customer is created or updated, CloudTalk creates or updates the corresponding contact using all fields in the table above. Customers with no phone number and those with shared emails, phones, or WhatsApp numbers are never imported.
Export: CloudTalk contacts to Kustomer customers
CloudTalk contacts with the same phone number or email address as an existing Kustomer customer will not be exported. Phone numbers must be unique and valid in E.164 format, with valid country, province, and local codes.
CloudTalk contact | Kustomer customer |
Name | Name |
Contact ID | External ID |
Phones | Work phone numbers |
Email fields | Work emails |
Tags | 🚫 |
Title | 🚫 |
Company | 🚫 |
Industry | 🚫 |
Website | Website |
Address | Work address line 1 |
City | Work address city |
Zip | Work address zip |
State | Work address state |
Country | Work address country |
Favorite agent | 🚫 |
When a CloudTalk contact is created or updated, Kustomer creates or updates the corresponding customer using all fields in the table above. New contacts with the same phone number or email as an existing Kustomer customer are never created.
Call logging and export
Each CloudTalk call is exported to Kustomer as a new Kustomer conversation. A note is added to the conversation with the call details below.
CloudTalk call | Kustomer conversation | Kustomer note |
Contact | Kustomer customer | Kustomer customer |
Call ID | External ID | External ID |
Agent | Assigned user | 🚫 |
Channel | Always exported as Chat | 🚫 |
Call status | Name: Missed Call / Answered Call / Unanswered Call / Voicemail | Subject: Missed Call / Answered Call / Unanswered Call / Voicemail |
Status | Open or Done (configured in integration settings) | 🚫 |
Direction | in = inbound, out = outbound | in = inbound, out = outbound |
Agent name | 🚫 | Included in note body |
Contact name | 🚫 | Included in note body |
Group name | 🚫 | Included in note body (if applicable) |
Call duration | 🚫 | Included in note body |
Wait time | 🚫 | Included in note body |
Call notes | 🚫 | Included in note body |
Call tags | 🚫 | Included in note body |
Call end date and time | Created at | Created at |
Unassociated contacts: If the caller or callee does not match any Kustomer customer, the conversation is still created in Kustomer but will not be linked to a customer record. You can manually associate it later from within Kustomer.
SMS and WhatsApp logging
CloudTalk SMS and WhatsApp messages are exported to Kustomer as new Kustomer conversations. A note is added containing the message details. The full field mapping table will be added here once available.
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