In this guide, we’ll show you how to get the most out of using CloudTalk together with Capsule CRM, including how to start calls with a single click, where to find call history, and how to use caller information to deliver more personalized conversations.
Contact Data Import from Capsule CRM
If you haven’t connected your accounts yet, follow our Capsule integration setup guide to get started.
Once you’ve connected CloudTalk with Capsule CRM, CloudTalk automatically imports contacts from Capsule on a scheduled basis (Capsule → CloudTalk). This keeps your CloudTalk phone system updated with the latest records from Capsule, specifically:
First and last name
Main phone number
Main email address
Link to the Capsule contact profile
If a contact already exists in CloudTalk with the same phone number or email address, the imported data from Capsule will be merged into the existing record. This merging includes name, phone number, email, and profile link, but does not apply to tags, company details, or custom fields, which are not synced.
Note: Capsule CRM does not support real-time or two-way syncing. CloudTalk checks for updates at scheduled intervals using the Capsule API. Changes made in Capsule are pulled into CloudTalk automatically, but updates made in CloudTalk are not pushed back to Capsule.
Tip: If you're new to Capsule, you can import contacts from another tool or spreadsheet by going to Import in your Capsule dashboard and choosing to upload a file or connect another CRM. Once contacts are in Capsule, CloudTalk will handle the rest.
Make Calls in Capsule with a Single Click
Once the integration is set up, you’ll be able to place calls directly from Capsule CRM- no copy-pasting phone numbers or switching tabs required.
To enable click-to-call:
After setup, all phone numbers in your Capsule contacts will become clickable.
Just click a number to start the call with CloudTalk.
What Happens After You Call
Every time a call is made or received via CloudTalk, a note is automatically created in Capsule with key call details. You’ll find these logs under the Recent Activity section, either on your main dashboard or within the individual contact’s profile.
Each entry includes information like:
Call direction (inbound or outbound)
Whether the call was answered or missed
CloudTalk number and the caller’s number
Call duration
A clickable link to the recording (if enabled)
These notes help your team keep track of every conversation without needing to log anything manually.
Pro Tip: Keep Things Running Smoothly
If you’re having trouble with click-to-call, make sure no other telephony extensions (like competing dialers or Chrome plugins) are interfering with CloudTalk. Disabling those can help ensure your calls always go through the right system.
Have more questions? Reach out to our Support team. We're always happy to help!