Users, Groups, and Contacts guide

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User Management

• Users – Understand user roles and access privileges in CloudTalk.
• How to Add New Users – Learn how to add and configure new users in CloudTalk, including assigning roles, permissions, and advanced settings.
• Copy User Settings – Quickly create new users and groups using the “load existing” function.
• Bulk Upload Users – Save time by adding multiple users at once, whether they are admins, agents, supervisors, or analysts.

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Contact Management

• Managing Contacts – Locate, organize, and manage your CloudTalk contacts efficiently.
• Contact Tags – Use custom tags to categorize and filter contacts for campaigns or data analysis.
• Custom Attributes – Store and manage customer data relevant to your business needs.
• Contact Merging – Learn how CloudTalk integrates new contacts with existing matches to keep your contact list clean.

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Outbound Calling

• Power Dialer Automatic Outbound ID – Let CloudTalk automatically select the best outbound number based on customer location.
• Automatic Caller ID – Automatically set caller IDs for outgoing calls to improve local presence and increase answer rates.

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Call Supervision and Monitoring

• Call Monitor – Join live calls to assist agents and improve customer interactions.
• Call Tags – Learn the difference between call and contact tags and how to manage them.
• Conference Calling – Set up conference rooms for internal and external meetings.

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Call Routing and Handling

• Phone Extension – Assign 4-digit extensions to users, teams, or offices for easier call routing.
• Unlimited Concurrent Calls – Set up unlimited concurrent calls to improve customer experience and ensure availability.