Using CloudTalk Phone

User level: Admin, Agent, Supervisor

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CloudTalk Phone is your all-in-one calling workspace that allows you to make and receive calls, manage contacts, and handle customer interactions directly from your computer or browser. It’s designed to streamline your daily communication, giving you everything you need in one place.

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Accessing CloudTalk Phone

CloudTalk Phone can be used in three ways:

• Web phone - Access it directly at phone.cloudtalk.io – no installation required.
• CTI - Use CloudTalk inside tools like HubSpot, Salesforce, or Pipedrive to handle calls without leaving your CRM.
• Desktop App - Install the app on your computer for the best performance, stability, and call reliability.

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Installing the Desktop App

For the best performance and reliability, we recommend using the CloudTalk Desktop app. CloudTalk Phone is available for:

• Windows (Windows 10 or later)
• macOS (macOS 11 Big Sur or later)
• 64-bit Linux

To install the CloudTalk Desktop app:

1. Download the CloudTalk Desktop app from the official download page
2. Open the downloaded file
3. Follow the installation steps
4. Launch the app and log in using your CloudTalk credentials

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Logging in for the first time

If your account is newly created, you might receive a welcome email with instructions to set up your password.

• Follow the link in the email to create your password
• Once set, you can log in using your email and password

Getting started is simple:

1. Open the CloudTalk Phone app
2. Log in using your CloudTalk credentials
3. You’re ready to start calling 🎉

Before taking calls, make sure everything is configured properly

1. Allow neccesary permissions
   1. Enable microphone access (especially in browser)
   2. Enable notifications for incoming calls
2. Configure Audio Devices
   1. Go to: Profile → Settings → Microphone & Speakers
   2. Select your input (microphone)
   3. Select your output (speakers/headphones)
   4. Test your audio

Once everything is set up, you’re all set to start using CloudTalk Phone and handle your calls with ease 🚀

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Navigating the CloudTalk Phone App

After logging into the app, you will land on the Dialer page, which serves as your main workspace for making calls. During everyday use, you can navigate between key sections of the app using the bottom navigation bar. This allows you to quickly switch between the most important areas of CloudTalk Phone:

• Call History
  • Access your call history. You will see calls based on your role, groups, and visibility settings.
• Contacts
  • View and manage your contact list (if enabled for your account).
• Keypad Dialer / Call Button
  • When not in a call, this button will redirect you to standard keypad dialer.
  • When a number is entered into the dialer, button changes into a call button to start a call.
• Messages
  • View and manage conversations, including SMS, MMS, and WhatsApp messages exchanged with your contacts.
• Profile & Settings
  • Access your profile and configure app settings, such as audio devices, notifications, and preferences.

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Call History

The Call History section provides an overview of all calls made within CloudTalk Phone. It allows you to review past interactions, access recordings, and manage call details. What you see in Call History depends on your role and account settings:

• Agent – can view their own calls (based on visibility settings)
• Supervisor – can view their own calls and those of their team
• Administrator – can view all calls across the company

You can filter your call history using the filter icon in the top-right corner. Available filters include:

• All calls
• Missed calls
• Unresolved calls
• Resolved calls

Click on any call to view its detailed information. Each call entry includes key information such as:

• Contact name or phone number
• Call time and date
• other available call details

Within the call detail, you can review all relevant information about the interaction and take follow-up actions, such as playing the recording, working with notes and tags, exploring conversation intelligence insights (if enabled), or reaching out to the contact again by calling or sending a message.

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Contacts

The Contacts section gives you access to all contacts available in your CloudTalk account, based on your visibility and permissions. Here, you can search, browse, and manage both internal and external contacts, as well as quickly access their previous interactions.This is a list of your company’s contacts. Click on a contact to see contact details. This includes more detailed contact information, such as a phone number, email address, tags, company name and position (1). Here, you can also view call history (2). Click on the Details button to display contact details in the CloudTalk Dashboard (3).

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Dialer overview

The Dialer is the main screen of the CloudTalk Phone app and your primary workspace for making outbound calls and managing your calling setup. At the top of the screen, you can see the outbound number that will be used for your calls, along with your assigned team. You can either select a specific number or choose between different dialing modes:

• Automatic – consistently uses the most relevant number (typically the best match based on the destination, such as country or area code)
• Smart Rotation – uses each assigned number only once per contact before repeating, cycling through all available numbers that match the destination country. Once all matching numbers have been used, the rotation resets and a number is selected at random from the available pool. If no country match is available, a number is selected at random from all assigned numbers.

These options help improve local presence and reduce the chances of calls being filtered. Just below, you’ll find access to Campaign Dialers, which allow you to switch between different campaing calling modes. There are 3 types of dialers available:

• Dialer
• Power Dialer
• Smart Dialer

Above the keypad, the app displays the local time of the destination number, which updates automatically based on the country or area code of the number called. This helps you avoid calling contacts outside of their working hours. The center of the screen is occupied by the keypad, where you can manually enter a phone number using either your mouse or keyboard. The selected country code is displayed with a flag and can be adjusted if needed. Once a number is entered, you can start the call using the call button at the bottom. In the top-right corner, you’ll also see the audio status indicator, which shows whether your microphone and speakers are correctly configured and ready for use.

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Messages

The Messages section allows you to view and manage all conversations with your contacts in one place. This includes SMS, MMS, and WhatsApp messages (depending on what is enabled for your account). Here, you can browse message threads, open individual conversations, and review the full history of communication with each contact. This helps you keep track of ongoing interactions and maintain context when following up.

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Profile

The Profile section gives you access to your account information and allows you to configure how the CloudTalk Phone app works for you. Here, you can view details such as your name, email, team, current credit balance, and status (e.g. Online or Offline). From this section, you can also manage your availability and log out of the app. From here, you can access and configure several Settings sections:

• General
  Open this section to change your app language, view a list of available keyboard shortcuts, customize app behavior, or manage your voicemail drop messages.
• Calling
  Adjust your call settings, such as ringtone behavior, call notifications, or number display preferences (this section may vary depending on feature scope).
• Microphone & Speakers
  Choose which input and output devices you want to use for calls. You can also test your sound settings here, which allows you to configure devices that will be used by the app during phone calls. Note, that these settings cannot be changed while you are on the phone. To configure your microphone and speakers correctly, read this article.
• Notifications
  Enable or disable call and message alerts based on your workflow.
• Troubleshooting
  Run quick diagnostics if you’re experiencing issues with sound, connectivity, or performance.
• Log out
  Tap here to log out of your CloudTalk Phone session.

This section ensures your app is set up according to your workflow and that your devices are properly configured for calls.

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Making and Receiving Calls

CloudTalk Phone allows you to easily handle both outbound and inbound calls directly from the app.

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Making Calls

You can place a call in several ways:

• By entering a phone number using the keypad dialer or your keyboard
• By calling a contact directly from the Call History
• By selecting a contact from the Contacts list

Before starting a call, you can choose the outbound number you want to use. The app will automatically detect the country code and display the correct flag, which you can adjust if needed. During the call, you’ll have access to controls that help you manage the conversation, such as muting your microphone, placing the call on hold, transferring the call, or adding another participant.

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Receiving Calls

When an incoming call arrives, you will receive a system notification, even if the app is minimized. The notification displays the caller’s number or contact name (if available), and you can answer the call directly from it. For calls that reach you through a ring group, the ringing screen also shows the group name together with the CloudTalk number the caller dialed and its internal name (if set), so you know which line or brand the call is for before you answer. Once connected, you’ll see call details such as the contact information and the number being used for the call. From here, you can manage the call using the same controls as during outbound calls. The app is running even when minimized, so you will be notified by the OS when a new call comes in. This notification displays the phone number or the contact’s name. You can answer the call simply by clicking on the notification.

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When on call

While on a call, CloudTalk Phone provides several controls to help you manage the conversation efficiently. The calling screen contains the internal phone number that is currently being used (1). The app also displays contact information – name, phone number, and a button that will transfer you to the admin interface and contact details (2). For inbound group calls, the in-call screen also keeps showing the dialed CloudTalk number, its internal name (if set), and the group name throughout the call. You can also use functional buttons, keypad, to control the call (3):

• Mute – turn off your microphone so the caller cannot hear you
• Hold – temporarily pause the call for both sides
• Transfer – redirect the call to another agent or an external number
• Add Call – add another participant to create a multi-party call

You can open the keypad at any time to interact with IVR systems (e.g. press numbers to navigate automated menus) and add notes and tags during conversation. Under the More menu, you can find additional features:

• Voicemail Drop – leave a pre-recorded message when reaching voicemail during an outbound call
• Raise Hand – notify your supervisor (via Call Monitor feature) that you need assistance
• Pause Recording – temporarily stop call recording (if enabled for your account)
• Add number to Contacts – save the current number as a new or existing contact
• Network Diagnostics – run a quick check if you experience call quality issues

You can end the call at any time using the end call button.

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After-call work

After-call work (also called wrap-up time) gives agents dedicated time after a call ends to finish post-call tasks such as adding notes, tags, and a rating. While an agent is in after-call work status, they will not receive new calls until the time has elapsed or they finish early manually. Both settings below are account-level and configured by an admin in Settings > General.

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After-call work duration

Choose how long agents spend in after-call work after each call. Set it to None if you do not want agents to have dedicated wrap-up time. Keep in mind that a longer duration protects time for post-call admin, but it also keeps agents unavailable for new calls for longer. Agents can always finish their after-call work early rather than waiting for the full duration.

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Show Call Summary screen

This toggle controls whether agents see the Call Summary screen after a call when After-call work duration is set to None.

• If after-call work is enabled, or Mandatory Tagging is enabled, the Call Summary screen is always shown, regardless of this toggle.
• If after-call work duration is None and this toggle is off, agents will not see a Call Summary screen after calls.

This is worth checking if agents report that the summary screen is not appearing after their calls. Once the wrap-up time ends (or after you finish your updates), you can continue with your next call or task.

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Need help or have a question? Just reach out through our Support portal — we’re here for you.