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.
User level:
Admins, Agents, Supervisors
Before You Start
If you haven’t connected your accounts yet, follow our Capsule integration setup guide.
Once connected, you’ll be able to:
Make outbound calls from Capsule with a single click.
Automatically see caller details for inbound calls.
Sync Capsule contacts into CloudTalk.
Log every call in Capsule for easy tracking.
If you’re new to Capsule, check their official site to see what the CRM can do for your business.
Make and Receive Calls in Capsule
Once the integration is set up, you can:
Outbound calls: Place calls from Capsule with a single click. Phone numbers in your Capsule contacts will become clickable. Clicking a number will start a call in CloudTalk.
Inbound calls: When a customer calls you, their Capsule profile will pop up in CloudTalk, so you can see who’s calling before answering.
Pro Tip: If click-to-call isn’t working, check your browser for competing extensions (like other dialers or Chrome plugins). These can block CloudTalk from initiating the call. Disabling them usually resolves the issue.
Contact Sync Between Capsule and CloudTalk
CloudTalk automatically imports contacts from Capsule into your CloudTalk account. This keeps your CloudTalk phone system updated with the latest records from Capsule.
The following fields are synced:
First and last name
Primary phone number (from Capsule’s Main phone field)
Primary email address (from Capsule’s Main email field)
Link to the Capsule contact profile
Currently, contact-level tags, company details, and custom fields are not synced between CloudTalk and Capsule. These remain visible only in Capsule.
Contact data is refreshed automatically at regular intervals via the Capsule API. This means:
Updates made in Capsule are reflected in CloudTalk.
Updates made in CloudTalk are not pushed back to Capsule (one-way sync).
Call Logging in Capsule CRM
Every call handled in CloudTalk, whether inbound or outbound, is automatically logged in Capsule under the Recent Activity section of the contact’s profile and your Capsule dashboard.
Each call log includes:
Call direction (inbound or outbound)
Status (answered or missed)
CloudTalk number used and customer number
Call duration
Call tags applied during the call in CloudTalk
Call notes added during after-call work
A link to the call recording (if enabled in your account)
Agent handling the call
Important: Tags and notes are synced at the time the call is logged. If you later edit a tag or note inside CloudTalk’s call history, those changes will not be updated in Capsule.
SMS Logging in Capsule CRM
When you send or receive SMS messages through CloudTalk, the integration automatically creates an activity entry in Capsule, similar to call logs.
Each SMS log includes:
Direction (Outgoing / Incoming)
Sending agent’s name
Timestamp
SMS text body
Have more questions? Reach out to our Support team. We're always happy to help!