In this guide, you’ll learn how to use the Front integration with CloudTalk. The integration gives you instant access to customer details and ticket history, allowing you to handle calls and manage communication directly from Front.
User Level: Admin, Agent, Supervisor
Ready to configure the CloudTalk + Front integration?
Follow the step-by-step instructions in our Configure Front guide.
Calling from Front
Make outbound calls
After installing the CloudTalk CTI, you can make outbound calls directly from Front using the CloudTalk dialer in the sidebar.
You can manually dial numbers or initiate calls using contact details stored in Front. During the call, you will have access to the customer’s information and call controls directly within the CTI, helping you manage conversations more efficiently.
Receive inbound calls
When receiving an inbound call, the CloudTalk CTI displays the caller’s customer card in real time. This allows agents to immediately see relevant contact details and call history while handling the call.
The customer card includes:
Contact details (name, email, phone number, company, address, website)
Call history and recordings
Notes and comments
Related Front tickets and conversations
Call logging and data exchange
Contact Sync
CloudTalk and Front support two-way contact synchronization.
When a contact is created or updated in Front, the changes are automatically reflected in CloudTalk
When a contact is created or updated in CloudTalk, it is synced to Front
This ensures agents always have access to up-to-date customer information during calls.
In Front, contacts are listed in the Contacts section. You can view synchronized details in the Overview section of the contact profile.
In CloudTalk, synced contacts are marked with the Front icon. Clicking this icon opens the corresponding Front profile.
Note: Front conversations are not imported into CloudTalk contacts. Only call-related data is synced to CloudTalk.
Call Logging & Export
CloudTalk automatically logs each call as a ticket (message) in Front. These records are created in the inbox selected during setup.
Each logged call includes the following mapped details:
CloudTalk Call | Front Message |
Contact | Contact |
Contact link | Link inside message ("CloudTalk customer") |
Call ended date and time | Call date |
CloudTalk number used | CloudTalk number |
Other side's number | Caller number |
Direction | Message subject |
Status | Subject (e.g. inbound answered, missed call) |
Tags | Tags |
Agent | Agent |
Waiting + talking + wrap-up time | Duration |
Recording URL | Recording |
Call types are reflected in the message subject, for example:
Outbound call (completed)
Outbound call (unanswered)
Inbound call (completed)
Missed call
Voicemail
Calls are automatically logged into the inbox selected during configuration.
To better organize calls and leads, you can add custom tags during or after a call. You can also open a specific call to view full details and access recordings.
Note: SMS messages are currently not exported to Front.
Missed Call Assignment
Missed calls are logged in the Assigned section of your Front inbox.
Each call is assigned to the agent who made or received it. From there, calls can be reassigned to another agent if needed.
Call details include:
Call date
Waiting time
Assigned agent
To ensure correct assignment, agents must exist in both CloudTalk and Front under the same email address.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!