Cue Cards let you display real-time, personalized information about a caller directly inside CloudTalk.
You can pull any external data (from your CRM, database, or any system) and instantly show it to your agents during a call.
CloudTalk only displays the information - we do not store, modify, or process it.
You control exactly what is shown via a simple API call.
No deep technical skills are required. Basic automation tools like Zapier or simple webhook usage are enough.
How Cue Cards Work
When a call starts, CloudTalk automatically kicks off a Workflow Automation.
We’ll send the call’s unique ID (the Call UUID) to your external system (like your CRM, Zapier, or a custom backend)
Your system looks up the information you want to show, whether it’s a customer profile, their latest order, a call script, or anything else that might help your agents.
Once the data is ready, your system sends it back to CloudTalk with a POST request.
The Cue Card then pops up instantly in the agent’s panel.
Important: Cue Cards are available only in the CloudTalk Web App, not on Mobile
Common Use Cases
Show CRM details by giving agents quick access to customer profiles, contract information, or ticket statuses.
Share call scripts with FAQs, conversation starters, or helpful checklists agents can follow during a call
Link important documents like invoices, recent orders, insurance forms, or anything else your team might need to reference
Here’s how your agent will see the card
Setup Flow
Step 1: Create a Workflow Automation in CloudTalk
Go to your CloudTalk Dashboard.
Navigate to Workflow Automations.
Click
+ Add Workflow.Under Select Trigger:
Set Object to
Call.Set Action to
Answered
Click Confirm and continue.
+ (Optional) Add a condition
If you only want to show Cue Cards for inbound calls, add a condition:
{{ Call_direction == "Inbound" }}
You can also create conditions for:
Country codes (e.g.,
Call_number starts with "+49")VIP tags
Specific agents or queues
When a matching call is answered (or started), CloudTalk will trigger the automation.
Step 2: Add an HTTP Request Action
In your Workflow Automation, after setting the trigger and (optional) condition, click the
+button to add an action.Choose
API Request.
In the configuration panel:
Endpoint: Enter the URL of your system (e.g., Zapier webhook, your CRM’s API listener).
Method: Select
POST(this is the most common method to send data).Headers: (Optional) Add headers like
Content-Type: application/jsonif required by your receiving system.Values:
Add key-value pairs for the data you want to send.
Example:
Key:call_uuidFormat:StringValue:{{ Call_uuid }}
This step sends the unique Call UUID to your external system, which then knows a new call has started or been answered.
Your system can now look up relevant data and prepare the Cue Card.
Step 3: Prepare the Cue Card Payload
Your external system must:
Gather the information you want to show.
Format it into either:
HTML (simple text formatting)
or Blocks (structured fields like textfields, links, images)
Cue Cards can display:
Plain text, numbers, and symbols with basic formatting (e.g. bold, italics)
Images, such as profile pictures or reference visuals
Links to documents, profiles, knowledge base articles, etc.
Files like PDF contracts, order confirmations, invoices
You can mix and match multiple block types and CloudTalk will display exactly what is sent, without changes or filtering.
Step 4: Send the Data to CloudTalk
Send a POST request to CloudTalk’s Cue Card API with the following fields:
call_uuid– the unique ID of the call (from Step 2)type–"html"or"blocks"content– the actual data to be displayed
Once CloudTalk receives the request, the Cue Card will instantly appear in the agent’s interface.
Example Setup in CloudTalk (with Zapier)
To help you visualize the setup, here’s an example of how the API Request step can be configured in CloudTalk to send data to Zapier:
Endpoint:
https://hooks.zapier.com/hooks/catch/123456/abcde
Method:
POST
Headers:
Authorization: Bearer YOUR_API_TOKEN
Content-Type: application/json
Values:
Key:
raw_bodyFormat:
STRINGValue:
{
"call_uuid": "{{ Call_uuid }}",
"type": "blocks",
"title": "Client Overview",
"subtitle": "Current Status",
"icon_url": "https://cdn.cloudtalk.io/media/icons/deal.png",
"content": [
{
"type": "textfield",
"name": "Customer Name",
"value": "John Doe"
},
{
"type": "richtext",
"name": "Script No. 123",
"value": "*Bold* text\nwith line break"
},
{
"type": "image",
"name": "Client Screenshot",
"image_url": "https://cdn.cloudtalk.io/media/image/Screenshot01.png"
},
{
"type": "file",
"name": "Contract",
"file_url": "https://cdn.cloudtalk.io/media/file/Contract01.pdf"
}
]
}
This configuration sends a formatted Cue Card payload directly to CloudTalk via Zapier when a matching call is answered. CloudTalk will then display the Cue Card in the agent’s interface in real time.
If you’re building a custom implementation, you’ll find the full Cue Card API spec in our Developer documentation. It includes sample payloads for both HTML and Block-based Cue Cards.
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.