Cue Cards

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How Cue Cards Work

1. Uses the UUID to look up relevant customer or business data.
2. Prepares this data in the correct format (HTML or Blocks).
3. Sends the data back to CloudTalk via the Cue Cards API.

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Setup Flow

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Configure Workflow Automation in CloudTalk

1. In your CloudTalk Dashboard, go to Workflow Automations.
2. Click + Add Workflow.
3. Select Trigger:
   • Object: Call
   • Action: Answered (or Started, depending on your use case)
     
4. (Optional) Add Conditions, e.g.:
   • Show only for inbound calls → #{{ Call_direction == "Inbound" }}
   • VIP tags, specific countries, or selected agents/groups
5. Add an Action: API Request.
   • Method: POST
   • Endpoint: URL of your external system (e.g., Zapier webhook or CRM API).
   • Headers: e.g., Content-Type: application/json
   • Values: include call_uuid → #{{ Call_uuid }}

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Configure Logic in Your External Tool

1. Receive the request from CloudTalk
   • CloudTalk Workflow Automation sends an HTTP POST to the endpoint you specify.
   • The request contains at least the call_uuid and any other values you’ve configured.
2. 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.
3. Build the Cue Card payload
   • Format the response as either:
     • HTML (simple text/links), or
     • Blocks (structured fields like textfields, links, images, or files).
4. Send the payload back to CloudTalk
   • Make a POST request to the Cue Cards API including:
     • call_uuid (to match the correct call)
     • type (html or blocks)
     • content (the data you want shown)

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Example Setup in CloudTalk (with Zapier)

• 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 }}

• Catch Webhook: Zapier receives the POST from CloudTalk with the call_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"
    }
  ]
}

• Use a Zapier Webhook POST step.
• Endpoint: https://platform-api.cloudtalk.io/api/cuecards
• Headers:
  • Content-Type: application/json
  • Authorization: Bearer <YOUR_API_KEY>
• Body: The Cue Card JSON you prepared.