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If audio in the CloudTalk widget inside Pipedrive is only working one way, or not at all, this article explains how to identify the root cause and resolve the most common issues.
User level: Agent

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Symptoms

You may notice one or more of the following:
  • The other party can’t hear you, but you can hear them
  • You can’t hear the other party, but they can hear you
  • Audio works in the CloudTalk desktop app but not inside Pipedrive
  • No audio in either direction on calls made from the widget

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Root Cause

Audio problems in the embedded widget usually come from one or more of the following:
  • The CloudTalk widget runs in an embedded window (iframe) that needs its own microphone permission, separate from Pipedrive
  • The browser has blocked microphone access at the site or global level
  • The wrong microphone or speaker device is selected in the widget
  • The headset or output device isn’t set correctly in your computer’s sound settings

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Step-by-Step Solution

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  1. Check CloudTalk system status

Before troubleshooting, check status.cloudtalk.io. If there are known incidents, wait for them to resolve. If the status page is clear, continue.

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  1. Identify which direction the audio fails

The fix depends on which way the audio is failing:
  • The other party can’t hear you is usually a microphone problem. Go to step 3.
  • You can’t hear the other party is usually a speaker or output problem. Go to step 4.

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  1. Fix the microphone (the other party can’t hear you)

Because the widget runs in an embedded window, granting microphone access to Pipedrive does not automatically grant it to the CloudTalk widget.
  1. Open Pipedrive so the CloudTalk widget is visible.
  2. Click the lock or permissions icon in your browser’s address bar (in Firefox, look for the shield icon).
  3. Find Microphone and set it to Allow.
  4. Reload Pipedrive.
  5. In the widget’s audio settings, confirm the correct Microphone is selected, not “Default” or a device you don’t recognise.
If the microphone is still blocked, check your browser’s global microphone setting:
  • Chrome: open chrome://settings/content/microphone and make sure microphone access is not blocked.
  • Edge: open edge://settings/content/microphone and confirm access is allowed.
  • Firefox: go to Settings > Privacy & Security > Permissions > Microphone and check that Pipedrive (or CloudTalk) is not blocked.

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  1. Fix the audio output (you can’t hear the other party)

If the other party can hear you but you can’t hear them, your microphone is working. This is an output (speaker or headset) problem, so microphone permissions will not fix it.
  1. In the widget’s audio settings, make sure the correct Speaker or output device is selected, for example your headset rather than “Default.”
  2. In your computer’s sound settings, confirm audio is playing through the same device.
  3. Check that the device isn’t muted or turned down.

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  1. Run a test call

After changing any setting, dial 9000 from the widget. You should hear your own voice echoed back, which confirms your microphone and speaker are both working. Then try a live call.

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When to Contact CloudTalk Support

Reach out to Support if audio problems continue after the steps above. To speed up the investigation, include:
  • Which direction the audio fails (you can’t hear them, or they can’t hear you)
  • Your browser name and version, and your operating system
  • Your headset model
  • Whether the test call (dial 9000) passed or failed
  • A screenshot of your browser’s microphone permission settings
Need help or have a question? Just reach out through our Support portal we’re here for you.