In this guide we'll show you how to get the most out of using CloudTalk together with Attio, including how contact sync works, where calls and SMS are logged, and how to use a custom call object for structured reporting.
User level: Admins, Agents, Supervisors
Contact Sync
Attio to CloudTalk
When you enable the integration, CloudTalk imports every person from your Attio workspace as a CloudTalk contact. A scheduled sync then picks up newly added people automatically, so your contact list stays current on its own.
CloudTalk to Attio
Contacts you create or edit in CloudTalk are written to your Attio People object. Matching is done by email address, so existing people are updated rather than duplicated.
Contacts created during calls
If someone calls from a number that Attio does not recognize, CloudTalk creates the person while logging the call so the record always has somewhere to go.
To prevent this, turn off Create new contacts in Attio for unassociated call numbers in your integration's Workflow settings. CloudTalk then skips both the new person and their call.
Call Logging
Every call handled through CloudTalk is automatically logged in Attio. You choose the format using the How calls are logged dropdown in your integration settings.
Option 1: Notes (default)
Every call becomes a note on the contact's person record. There is nothing to configure: no object, no field mapping.
Each note contains the call direction and status, AI conversation intelligence (summary, sentiment, topics), agent notes, tags, CloudTalk and customer phone numbers, agent name, duration, call date, and links to the recording and CloudTalk contact profile.
Notes are written in Markdown so they read cleanly in Attio. When tags, notes, or AI data arrive after the call ends, CloudTalk refreshes the note automatically.
Option 2: Custom call object
Select Log calls to a custom Call object and point CloudTalk at an object you created in Attio. Calls become structured records you can filter, group, report on, and automate. Anything Attio can do with a record, it can do with a call.
For setup instructions, see the Setting up a call object in Attio section of the Configure Attio guide.
Once set up, calls appear as records with all the mapped attributes filled in:
A CloudTalk call tab also appears on every person record in Attio, giving you quick access to the contact's call history:
Call field mapping (custom object)
When using a custom call object, the following fields are available for mapping:
CloudTalk field | What it is |
Call ID | CloudTalk's identifier for the call |
Call Started At / Call Ended At | When the call began and finished |
Direction | Inbound or outbound |
Disposition | How the call ended |
Duration / Wait Time | Length of the call and time spent waiting |
Recording URL | Link to the recording |
From number | The number the call came from |
Agent Email / Agent Name | The agent who handled the call |
AI Summary | AI-generated call summary |
AI Sentiment | Overall sentiment of the conversation |
AI Topics | Topics detected in the conversation |
Call Details URL | Link to the full call detail in CloudTalk |
Call Tags | Tags applied to the call |
Call Notes | Notes your agents added to the call |
Attributing calls to agents
Add an Actor reference attribute to your call object and map it to Agent Email. CloudTalk matches the agent to a member of your Attio workspace by email so calls are credited to the right person and you can filter or group by them.
Note: The agent must be a member of your Attio workspace under the same email they use in CloudTalk.
Call Tags, Notes, and AI Data
Tags, notes, and AI data (summary, sentiment, topics) typically arrive after a call has finished. Where they appear depends on your mapping:
Mapped: Written into the Attio attributes you chose. Filterable, groupable, and usable in automations.
Not mapped: CloudTalk attaches a note to the call record with just that information so nothing is lost. A tag update produces a tag note, and AI data produces an AI note.
SMS Logging
With SMS logging enabled, each message is logged as a note on the contact's person record, titled by direction (SMS Sent / SMS Received) and containing the message text.
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