This guide helps diagnose why call outcomes, dispositions, notes, or post-call data are not syncing from CloudTalk into your CRM (Salesforce, HubSpot, Pipedrive, Zendesk, etc.).
For more information about how call dispositions are defined and used in CloudTalk Dialer campaigns, see Campaigns and CloudTalk Dialer
Symptoms
You may notice one or more of the following:
Calls appear in CloudTalk, but not in your CRM
Calls are logged in your CRM, but without the correct disposition or outcome
Only some dispositions sync, others are missing
Tags or notes are visible in CloudTalk, but do not appear on the CRM activity
Dispositions stopped syncing after a change in CRM configuration
Root Causes
⚠️ Dispositions are not mapped in the Dialer campaign
Call dispositions are defined and mapped inside each Dialer campaign, not in the CRM integration settings.
If a disposition is set to No Mapping, it will not sync to the CRM, even if the call itself is exported.
This is the most common reason outcomes do not appear.
⚠️ Disposition type does not match the call result
Each disposition has a Type that defines how CloudTalk classifies the call, such as connected, failed, or callback.
If the disposition type does not align with how the call ended, the CRM may not accept or correctly classify the outcome.
This can result in missing or inconsistent outcomes in the CRM.
⚠️ Calls were made before disposition mapping was updated
Disposition mapping is not retroactive.
If calls were completed before a disposition was mapped to the CRM, those calls will not update automatically.
Only calls made after the mapping is saved will sync with the correct outcome.
⚠️ CRM export rules block the call from syncing
CRM integration settings control which calls are exported, for example:
Only answered calls
Only outbound calls
Excluding missed calls or voicemails
If a call is not exported at all, its disposition cannot sync either.
⚠️ CRM permissions or authentication issues
Some CRMs use user-based authentication.
If the authenticated CRM user does not have permission to create or update activities, outcomes may fail to sync even though calls appear in CloudTalk.
This usually affects all calls, not just specific dispositions.
Step-by-Step Troubleshooting
Follow the steps in this order.
Step 1: Confirm the call is exported to the CRM
Open the call in CloudTalk Call History.
Check whether the call appears in the CRM at all.
If the call is missing entirely, review your CRM integration export rules.
If the call is not exported, disposition sync is not possible.
Step 2: Check disposition mapping in the campaign
Go to Dashboard > Dialer > Campaigns.
Open the affected campaign.
Select Disposition Settings.
For each disposition:
Confirm Integration Mapping is not set to No Mapping
Select the correct external outcome or activity type
Save the campaign.
Only dispositions mapped here will sync.
Step 3: Verify the disposition type
In the same Disposition Settings tab:
Review the Type column for each disposition.
Make sure the type matches how the call ended, for example:
Connected call for answered calls
Failed or callback for unanswered calls
Save changes if needed.
Incorrect types can prevent proper CRM logging.
Step 4: Make a new test call
Mapping changes apply only to future calls.
Start a new Dialer session.
Make a test call.
Select a mapped disposition.
Check whether the outcome appears in the CRM.
If the new call syncs correctly, the issue was mapping related.
Step 5: Review CRM integration settings
Open Dashboard > Settings > Integrations.
Open your CRM integration.
Review call logging rules, such as:
Which call directions are exported
Whether missed or voicemail calls are included
Save any changes and test again.
These settings control whether calls reach the CRM at all.
Step 6: Verify CRM permissions
If outcomes still do not sync:
Confirm which user authenticated the CRM integration.
Verify that user can create and update activities in the CRM.
If needed, reconnect the integration using a user with sufficient permissions.
When to Contact CloudTalk Support
If the issue persists, contact CloudTalk Support and include:
CRM name (for example, Salesforce, HubSpot, Pipedrive)
The affected call's Call ID
Screenshots of your Campaign Disposition Settings
Screenshots of the CRM activity where the outcome is missing
Time and timezone of the call
Whether the activity itself synced