In this guide we’ll show you how to get the most out of using CloudTalk together with Attio, including how contact sync works, where calls and SMS are logged, and how to use a custom call object for structured reporting.
Contact Sync
Attio to CloudTalk
When you enable the integration, CloudTalk imports every person from your Attio workspace as a CloudTalk contact. A scheduled sync then picks up newly added people automatically, so your contact list stays current on its own.CloudTalk to Attio
Contacts you create or edit in CloudTalk are written to your Attio People object. Matching is done by email address, so existing people are updated rather than duplicated.Contacts created during calls
If someone calls from a number that Attio does not recognize, CloudTalk creates the person while logging the call so the record always has somewhere to go. To prevent this, turn off Create new contacts in Attio for unassociated call numbers in your integration’s Workflow settings. CloudTalk then skips both the new person and their call.Call Logging
Every call handled through CloudTalk is automatically logged in Attio. You choose the format using the How calls are logged dropdown in your integration settings.Option 1: Notes (default)
Every call becomes a note on the contact’s person record. There is nothing to configure: no object, no field mapping. Each note contains the call direction and status, AI conversation intelligence (summary, sentiment, topics), agent notes, tags, CloudTalk and customer phone numbers, agent name, duration, call date, and links to the recording and CloudTalk contact profile. Notes are written in Markdown so they read cleanly in Attio. When tags, notes, or AI data arrive after the call ends, CloudTalk updates the same note instead of creating a new one. This means an Attio workflow that starts on Note created runs only once per call.
Option 2: Custom call object
Select Log calls to a custom Call object and point CloudTalk at an object you created in Attio. Calls become structured records you can filter, group, report on, and automate. Anything Attio can do with a record, it can do with a call. For setup instructions, see the Setting up a call object in Attio section of the Configure Attio guide. Once set up, calls appear as records with all the mapped attributes filled in:
Where a call shows up
All of this happens automatically. With a custom call object, it depends on which relationships you added to the object (see Add relationships to People, Companies and Deals). For companies, it also depends on the company set on the contact’s person record.
Calls on the company
When the contact’s person record has a Company, the call is also visible on that company.- Custom call object: the call record is also linked to the company, so it appears in the company’s CloudTalk calls tab. This needs a Companies relationship on your call object.
- Notes: CloudTalk adds a short second note on the company, for example Call with Jane Doe: Answered, 4m 12s, with links to the person and the recording. The full details (tags, agent notes, AI summary, sentiment and topics) stay in the note on the person record. The company note isn’t updated when tags or AI data arrive later.
Calls on the deal
This works only with a custom call object that has a Deals relationship. CloudTalk links each call to the contact’s deal, so the call appears in the deal’s CloudTalk calls tab.
If the person’s newest deal was lost and they don’t have a newer one, their calls are linked to that closed deal. Once you create a new deal, the next calls are linked to it. Calls that were already logged stay on the old deal.
Call field mapping (custom object)
When using a custom call object, the following fields are available for mapping:Attributing calls to agents
Add an Actor reference attribute to your call object and map it to Agent Email. CloudTalk matches the agent to a member of your Attio workspace by email, so calls are credited to the right person and you can filter or group by them. For the full setup and what to check if the attribute stays empty, see Attributing calls to an agent.Call Tags, Notes, and AI Data
Tags, notes, and AI data (summary, sentiment, topics) typically arrive after a call has finished. Where they appear depends on your mapping:- Mapped: Written into the Attio attributes you chose. Filterable, groupable, and usable in automations.
- Not mapped: CloudTalk keeps the information in a single Call Details note on the call record, so nothing is lost. There’s one such note per call: when more data arrives (another tag, an edited note, AI results), CloudTalk updates that same note instead of adding a new one.
AI Voice Agent calls
Calls handled by a CloudTalk AI Voice Agent are logged like any other call, with two differences. To start Voice Agent calls from Attio workflows, see Triggering a VoiceAgent Call from Attio. The Voice Agent’s results. What a Voice Agent captures depends on its own setup, so there’s no fixed set of fields. CloudTalk sends the results as one field, Voice Agent Analysis, written askey: value lines (nested values use dotted keys, for example appointment.date). With a custom call object, map it to a long text attribute, because the results can be long. If you don’t map it, the results go into the call record’s Call Details note.
- This uses the same Actor reference attribute as your agents’ calls, so set that up and map it to Agent Email first (see Attributing calls to an agent). Without it, the setting has no effect.
- It applies only to Voice Agent calls. Calls handled by your agents are always credited to that agent.
- If the person you choose isn’t a member of your Attio workspace, the attribute stays empty.
SMS Logging
SMS logging is off by default. When you turn it on, each message is logged as a note on the contact’s person record, titled by direction (SMS Sent / SMS Received) and containing the message text. SMS are always logged as notes, even if you log calls to a custom call object. You can choose which numbers log SMS under Connected Numbers for SMS.Need help or have a question? Just reach out through our Support portal — we’re here for you.