> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Using CloudTalk with Capsule CRM

> Explore how calls are handled and how information is synced between CloudTalk and Capsule.

> [!NOTE]
>
> 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

***

> [!WARNING]
>
> **Ready to configure the CloudTalk + Capsule CRM integration?**\
> Follow the step-by-step instructions in our [Configure Capsule CRM](https://help.cloudtalk.io/en/articles/11169594-configure-capsule-crm.md) guide.

## Calling from Capsule

### Make Outbound Calls

With click-to-call enabled, you can call any contact in Capsule with a single click. Once set up, all phone numbers in Capsule become clickable and will open CloudTalk automatically.

To enable click-to-call:

1. Follow Capsule's official [setup guide](https://capsulecrm.com/) to turn on click-to-call.

2. Once enabled, all phone numbers in Capsule will become clickable and open CloudTalk automatically.

> [!TIP]
>
> **Pro tip:** Other Chrome extensions or dialers may interfere with click-to-call. If clicking a number isn't starting a call, check your browser for competing extensions and disable them if needed.

### Receive Inbound Calls

When a customer calls you, their Capsule contact profile will automatically pop up in CloudTalk, so you can see who's calling before you answer.

## Call Logging and Data Exchange

### Contact Sync

CloudTalk automatically imports contacts from Capsule at regular intervals, keeping your CloudTalk phone system updated with the latest records. You can find a link to the contact's Capsule profile directly within their CloudTalk contact profile.

**How sync works:**

* New contacts added in Capsule are imported into CloudTalk.

* If a Capsule contact shares the same main phone number or email with an existing CloudTalk contact, the records are merged.

* Updates made in Capsule are reflected in CloudTalk.

* Updates made in CloudTalk are **not** pushed back to Capsule (one-way sync).

### Contact Field Mapping

| **CloudTalk Contact** | **Sync** | **Capsule Field** |
| - | - | - |
| Name | ✅ | First Name, Last Name |
| Contact Link | ✅ | Link to Capsule Contact Profile |
| Phones | ✅ | Main phone number |
| Emails | ✅ | Main email address |
| Favorite Agent | ✅ | Contact Owner |
| Tags | 🚫 | Not synced |
| Company | 🚫 | Not synced |
| Industry | 🚫 | Not synced |
| Website | 🚫 | Not synced |
| Address / City / Zip / Country | 🚫 | Not synced |

> [!TIP]
>
> **Note:** Capsule represents contacts using a unique entity type called `party`. The sync currently supports only the main email and phone fields.

## Call Logging & Export

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.

> [!WARNING]
>
> **Important:** Tags and notes are synced at the time the call is logged. If you later edit a tag or note in CloudTalk's call history, those changes will not be updated in Capsule.

### Call Field Mapping

| **CloudTalk Field** | **Capsule Activity Field** |
| - | - |
| Call direction | Direction (inbound / outbound) |
| Call status | Status (answered / missed) |
| CloudTalk number & customer number | Numbers used |
| Call duration | Duration |
| Call tags | Tags |
| Call notes | Notes |
| Call recording link | Recording link (if enabled) |
| Agent name | Agent handling the call |

![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/11196736/335e46c671c0-screenshot-2b2025-08-18-2bat-2b15-57-36.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=78e8adfbd3550d431d3132277894c045)

## SMS Logging

When you send or receive SMS messages through CloudTalk, the integration automatically creates an activity entry in Capsule, similar to call logs.

### SMS Field Mapping

| **CloudTalk Field** | **Capsule Activity Field** |
| - | - |
| Direction | Outgoing / Incoming |
| Agent name | Sending agent's name |
| Timestamp | Timestamp |
| Message content | SMS text body |

![](https://mintcdn.com/cloudtalk/0LuB-WYxwheF-8cl/images/help-center/articles/11196736/e5f6784f07aa-screenshot-2025-08-19-at-10-10-11.png?fit=max\&auto=format\&n=0LuB-WYxwheF-8cl\&q=85\&s=cb98f79389e856154886c0b8928e548d)

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Configure Capsule CRM](https://help.cloudtalk.io/en/articles/11169594-configure-capsule-crm.md)
- [Using CloudTalk with Close](https://help.cloudtalk.io/en/articles/13004259-using-cloudtalk-with-close.md)
- [Integrations guide](https://help.cloudtalk.io/en/articles/10570091-integrations-guide.md)


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