This guide explains how to set up Cue Cards in CloudTalk so your agents see real-time customer details, scripts, or documents during calls.
User Level:
Admin, Supervisor, Analyst
How Cue Cards Work
When a call starts, CloudTalk triggers a Workflow Automation that sends the call’s unique identifier (Call UUID) to your external system (CRM, Zapier, or custom backend).
Your external system then:
Uses the UUID to look up relevant customer or business data.
Prepares this data in the correct format (HTML or Blocks).
Sends the data back to CloudTalk via the Cue Cards API.
CloudTalk immediately displays this data to the agent in CloudTalk Phone.
Cue Cards are available in the CloudTalk Web App, Desktop App, and CTI integrations. They are not supported in the CloudTalk Go mobile app.
Setup Flow
Configure Workflow Automation in CloudTalk
In your CloudTalk Dashboard, go to Workflow Automations.
Click + Add Workflow.
Select Trigger:
Object:
CallAction:
Answered(orStarted, depending on your use case)
(Optional) Add Conditions, e.g.:
Show only for inbound calls →
{{ Call_direction == "Inbound" }}VIP tags, specific countries, or selected agents/groups
Add an Action: API Request.
Method:
POSTEndpoint: URL of your external system (e.g., Zapier webhook or CRM API).
Headers: e.g.,
Content-Type: application/jsonValues: include
call_uuid→{{ Call_uuid }}
CloudTalk now sends the Call UUID to your external system when a matching call is answered.
Configure Logic in Your External Tool
Your external tool (CRM, Zapier, or custom backend) needs to handle four steps:
Receive the request from CloudTalk
CloudTalk Workflow Automation sends an HTTP POST to the endpoint you specify.
The request contains at least the
call_uuidand any other values you’ve configured.
Look up the data you want to display
For example, fetch the caller’s CRM profile, recent order, or pull in a call script from your database.
Build the Cue Card payload
Format the response as either:
HTML (simple text/links), or
Blocks (structured fields like textfields, links, images, or files).
Send the payload back to CloudTalk
Make a POST request to the Cue Cards API including:
call_uuid(to match the correct call)type(htmlorblocks)content(the data you want shown)
Once CloudTalk receives the payload, the Cue Card will appear instantly in the agent’s panel.
Example Setup in CloudTalk (with Zapier)
Here’s a simplified example of how you could connect CloudTalk Workflow Automations with Zapier to display Cue Cards:
In CloudTalk (Step 1)
Create a Workflow Automation with Trigger = Call Answered.
Add an API Request Action pointing to your Zapier Webhook URL.
Send the following value:
call_uuid → {{ Call_uuid }}
In Zapier (Step 2)
Catch Webhook: Zapier receives the
POSTfrom CloudTalk with thecall_uuid.Look up data: Use Zapier steps (e.g., search CRM records or fetch from a database).
Format Cue Card Payload: Build a JSON body for the Cue Card API, for example:
{
"call_uuid": "{{Call_uuid}}",
"type": "blocks",
"content": [
{
"type": "textfield",
"name": "Customer Name",
"value": "Jane Smith"
},
{
"type": "richtext",
"name": "Script No. 123",
"value": "Hello Jane, thank you for calling!"
},
{
"type": "link",
"name": "Profile",
"url": "https://crm.example.com/clients/123"
}
]
}
Send to CloudTalk API (Step 3)
Use a Zapier Webhook
POSTstep.Endpoint:
https://my.cloudtalk.io/api/v1/cue-cardsHeaders:
Content-Type: application/jsonAuthorization: Bearer <YOUR_API_KEY>
Body: The Cue Card JSON you prepared.
When the call is answered, Zapier looks up the data, builds the payload, and CloudTalk instantly displays the Cue Card to the agent.
Need help?
Our team is happy to support you during the setup!
If you need assistance, feel free to send us a message - we're here to help.