In this guide we'll show you how to get the most out of using CloudTalk together with GoHighLevel, including how contact sync works and where calls and SMS are logged.
User level: Admins, Agents, Supervisors
Ready to configure the CloudTalk + GoHighLevel integration?
Follow the step-by-step instructions in our Configure GoHighLevel guide.
Contact Sync
Each integration syncs contacts with one GoHighLevel sub-account.
GoHighLevel to CloudTalk
When you connect the integration, CloudTalk imports every contact from your GoHighLevel sub-account as a CloudTalk contact. A scheduled sync then runs every 15 minutes and picks up new and updated contacts, so your contact list stays current on its own.
CloudTalk to GoHighLevel
Contacts you create or edit in CloudTalk are written to GoHighLevel with their name, email and phone number. Matching is done by phone number and email, so existing contacts are updated rather than duplicated.
Contacts created during calls
If someone calls from a number that GoHighLevel does not recognize, CloudTalk creates the contact while logging the call, so the call always has somewhere to go.
To prevent this, turn off Create new contacts in GoHighLevel for unassociated call numbers in your integration's Workflow settings. Calls from unknown numbers are then not logged.
Call Logging
Every call handled through CloudTalk is logged in GoHighLevel. Use the toggles in your integration's Workflow settings to choose which call types are logged: inbound answered, outbound answered, outbound unanswered, inbound missed and voicemails.
Call notes on the contact
Every call becomes a note on the contact. Each note contains:
Call direction and outcome
Agent name
CloudTalk and customer phone numbers
Duration and call date
Link to the recording (with Export call recordings on)
Link to the contact in CloudTalk
Call entries in Conversations
Each call also appears as an entry in the contact's Conversations thread, next to their messages.
With Export call recordings on, the recording is attached to the call entry so you can play it in GoHighLevel. Recordings larger than 5 MB are not attached; use the recording link in the call note instead.
Note: Call entries in Conversations are not updated after they are written. Tags, agent notes and AI data are added to the call note only.
Calls on opportunities
When the contact has an open opportunity, the call note is also filed on the most recently added one. Turn this on with Log calls to opportunities in your integration's Workflow settings. It is set to Do not log by default.
Call Tags, Notes, and AI Data
Tags, agent notes and AI data (summary, sentiment, topics) typically arrive after a call has finished. When they do, CloudTalk updates the existing call note in place, so each call keeps a single, complete note on the contact. When AI data is available, the note also gets a View AI Call Details link.
SMS Logging
With SMS logging on, messages sent and received through CloudTalk appear in the contact's Conversations thread in GoHighLevel, in both directions.
SMS logging is off by default. To turn SMS logging on, turn on Export SMS to GoHighLevel in your integration's settings.
Note: SMS is logged from CloudTalk to GoHighLevel. Sending SMS from GoHighLevel through your CloudTalk numbers is not supported.
Calling from GoHighLevel
GoHighLevel has no built-in CloudTalk dialer, so calls are made and received in the CloudTalk Phone app.
To call a contact straight from a GoHighLevel contact or conversation page, use the Click to Call extension. Clicking a phone number sends it to the CloudTalk Phone app, which needs to be open in another browser tab. The call starts automatically only if the extension's auto-dial setting is on; otherwise, click call in the CloudTalk Phone app.
Limitations
One integration connects one GoHighLevel sub-account.
Calls cannot be placed or answered inside GoHighLevel.
CloudTalk call events cannot be used as GoHighLevel workflow triggers.
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