CloudTalk integrates seamlessly with Capsule CRM, allowing your teams to manage contacts efficiently, track calls and SMS, and stay on top of every interaction directly from your CRM.
How to Set Up the Integration
You can connect your Capsule CRM with CloudTalk in just a few steps. Here's how to authenticate the integration and assign phone numbers for calling and messaging.
Step 1: Add the Integration
Log in to your CloudTalk Dashboard.
Navigate to Account > Integrations.
Find Capsule in the list and click ➕ Add.
Step 2: Authenticate with Capsule
A pop-up will appear prompting you to create a new authentication.
Under API token, paste your Capsule token (see below for where to find it).
Click Create.
Where to find your Capsule API token:
Log into your Capsule account.
Click on your avatar in the top-right and choose My Preferences.
Scroll down to API Authentication Tokens.
Generate a new token or copy an existing one.
Step 3: Assign Numbers
Once authentication is successful, you can:
Select which CloudTalk numbers should be linked to Capsule.
Choose numbers for calls and/or messages (SMS).
Step 4: Configure General Settings
In the General settings section, you can define how contacts synced from Capsule will be labeled:
Caption: This is the internal name for your integration. For example, you might use “Capsule” so it’s easy to recognize in your list of integrations.
Contact’s tag: All contacts synced from Capsule will automatically get this tag. It’s a handy way to filter or search for these contacts later, especially useful if you’re working with multiple CRMs.
Synchronization of Capsule and CloudTalk
CloudTalk integrates with Capsule CRM to streamline contact syncing, calling, and SMS workflows. Contact records can be automatically imported and updated from Capsule, with matching logic based on phone number and email address.
A new contact in Capsule CRM will automatically merge into an existing CloudTalk contact if it shares the same main phone number or email.
Contact Field Mapping
CloudTalk Contact | Sync Type | Capsule CRM Contact Field |
Name | ⬅➡ | First Name, Last Name |
Contact Link (*) | ⬅➡ | Link to Capsule Contact Profile |
Phones | ⬅➡ | Main phone number (via |
Emails | ⬅➡ | Main email address |
Tags | 🚫 | Not Synced |
Company | 🚫 | Not Synced (can be managed manually) |
Industry | 🚫 | Not Synced |
Website | 🚫 | Not Synced |
Address | 🚫 | Not Synced |
City / Zip / Country | 🚫 | Not Synced |
Favorite Agent | ⬅➡ | Contact Owner (manual mapping possible) |
Capsule uses a unique entity type called party to represent a contact. The sync currently supports only the main email and phone fields.
Workflow Settings and Call/SMS Logging
CloudTalk Setting | Capsule CRM Behavior |
Log outbound answered calls | Create an entry in the contact's history (type: |
Log outbound unanswered calls | Same as above |
Log inbound answered calls | Entry is logged in Capsule CRM with call details |
Log missed calls / voicemails | Supported via raw API integration (see |
Create new contacts for unknown numbers | Possible via Tray logic using the |
Assign contact owner as agent | Manual assignment based on mapped Capsule contact owner |
Business hours logging | Not natively supported- can be simulated via Tray workflows or filters |
Click-to-Call from Capsule CRM
You can make your workflow smoother by enabling click-to-call directly within Capsule.
To get started, follow Capsule’s setup guide to turn on the feature. Once it’s active, all phone numbers in your Capsule contacts will become clickable, letting you place calls with just one click using CloudTalk.
If you want to automate it, you can also enable click-to-call through the Capsule API by updating the user record via the User API.
Pro Tip: Disable other Chrome extensions or telephony plugins to avoid conflicts with CloudTalk's click-to-call.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!