CloudTalk CTI (Computer Telephony Integration) lets you handle CloudTalk calls directly within your CRM or helpdesk tools. Instead of switching between systems, you can make and receive calls right where you work, with automatic contact lookup, call logging, and call controls available in the same interface.
This article provides an overview of CloudTalk CTI, explains which CTI integrations are available, and links to the relevant setup guides.
User level: Admin, Agent, Supervisor
What is CloudTalk CTI?
CTI stands for Computer Telephony Integration. In CloudTalk, CTI allows you to handle calls directly from within your CRM or helpdesk, so you do not need to switch between tools to make or receive calls.
Using CTI, you can place and answer calls inside your CRM, see contact details and call history during a conversation, and automatically log calls to the relevant records. You can also add notes and call outcomes without leaving your workspace.
Keeping calling and customer data in one place helps teams work more efficiently and reduces the need for manual logging. CTI is commonly used by sales, support, and customer success teams that rely on their CRM as their main working environment.
CTI vs CloudTalk apps
CTI is designed for handling calls inside your CRM or helpdesk. For full CloudTalk functionality, including advanced analytics and configuration, users may still need to use the CloudTalk Dashboard or Desktop App.
CTI integrations supported by CloudTalk
Below is an overview of CTI integrations currently supported by CloudTalk. Select an integration to access the full setup guide. To start using CTI, select your CRM or helpdesk from the list above and follow the corresponding setup guide. Each guide covers prerequisites, authorization, and basic configuration.
Salesforce CTI
Make and receive CloudTalk calls from Salesforce and sync call activity to Salesforce records.
HubSpot CTI
Use CloudTalk calling directly in HubSpot with automatic contact matching and call logging.
Zendesk CTI
Handle calls inside Zendesk and log them to tickets and user profiles.Zendesk Sell CTI
Make and receive calls in Zendesk Sell and log call activity to the relevant records.
Pipedrive CTI
Click to call from Pipedrive and track calls as activities.
Front CTI
Handle calls directly in Front and keep call activity connected to your shared inbox workflows.
Microsoft Teams CTI
Make and receive CloudTalk calls directly in Microsoft Teams, with call handling and logging available inside the Teams interface.
How CTI works in practice
Making calls
With CTI enabled, you can start CloudTalk calls by clicking phone numbers directly in your CRM or helpdesk. During the call, you can use CloudTalk call controls such as hold, transfer, or voicemail, without leaving the CRM interface.
Using the CTI panel
The CTI panel is a CloudTalk calling window embedded in your CRM or helpdesk. It gives you access to call controls, contact information, and call actions in one place, so you do not need to switch between tools while handling calls.
Receiving calls
Incoming calls appear inside your CRM or helpdesk interface in the CTI panel. When a call comes in, CloudTalk automatically looks up the caller and displays any available contact details and related records.
Call logging
Calls handled via CTI can be logged automatically to your CRM. Logged information typically includes call duration, direction, outcomes, and notes, depending on the integration.
Messaging and SMS
CloudTalk CTI supports sending and receiving SMS messages directly from the CTI panel. To access messaging, open the CTI and go to the Messages section, where you can view existing conversations or start a new one without leaving your CRM or helpdesk.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!