This Article Contains (open in new tab):

Add CloudTalk into Zapier

Create and Authorize Zaps

Parts of a Zap

>Trigger

>Action

>Search

>Filter

>Template

What is Zapier?

Zapier is a self-service tool which can automate processes between two or more apps. On the Zapier interface, apps can include four different features, known as Triggers, Actions, Filters, and Searches. These features are combined to create something called a Zap, which is comparable to CloudTalk's Workflow Automation. In addition to CloudTalk, Zapier connects to over 3,000 other apps, including:

  • 800+ Sales apps and CRMs

  • 600+ Marketing and Campaign apps

  • 350+ Productivity apps

  • 150+ eCommerce apps

  • 100+ Support apps

  • 70+ Talent Acquisition & HR apps

Learn more about connected apps via Zapier's documentation, or view Zapier pricing plans.



I. Add CloudTalk to "My Apps"

Log into Zapier and from the Dashboard, navigate to My Apps and search CloudTalk, clicking the blue button to Connect the app. You can follow this link directly to connect CloudTalk through your Zapier account.

II. Create & Authorize Zaps

  1. For new Zaps, you can click the black button in the top left corner to Create Zap. View or edit existing apps by navigating to the Zaps tab first.

  2. The first element of a Zap to decide on is the Trigger (detailed in the next section of this article). Search the app you would like to trigger the automation—in this case, CloudTalk.

  3. There will be different Trigger Event options depending on the app chosen. For CloudTalk, we can choose: New Contact, New Call, or New SMS.

  4. The first time CloudTalk is requested for use within a Zap, you will need to connect and authorize a CloudTalk account. In order to do this, open a separate tab or window and log into the dashboard of the CloudTalk account you wish to link. Navigate to the Account -> Settings tab from the lefthand toolbar, and select the API Keys header. From here, generate a new set of API Keys by clicking the + Add API Key button. This pairing of an Access Key ID and Access Key Secret is what you will copy and paste into Zapier's authentication prompt within Zap setup.

  5. Back on the Zapier tab, continue your Zap creation by choosing a CloudTalk account or adding a new one. Be sure it is the same account from which you just retrieved the API Keys.

  6. Copy/Paste the Access Key ID and Access Key Secret from the CloudTalk tab, and click Yes, Continue.

  7. From this point, you can continue customizing your Zap in the Action step, detailed in the next section of this article. The linked CloudTalk account should pull up in the dropdown list for future Zaps so that you don't need to retrieve authentication keys each time.

III. Parts of a Zap

1. Trigger

Triggers are always the first step in a Zap, and serve as an inciting incident for the automation. A Zap will receive information from the Trigger's connected app which will be used in the following steps. For example, a New Call could trigger a Zap each time a new call was registered in your linked CloudTalk account, and from each new call, all relevant information would be forwarded to Zapier.

⚠️Test Trigger

Be aware that our triggers will only show example data when tested, not real company data.

Note:  Zaps will not run immediately unless the Trigger Event is instant. All CloudTalk Trigger Events are instant, but this is not the case for all Zapier apps.

New Call

- example use case: Log CloudTalk calls to your company system.

- info shared:

Field

Description

ide

CloudTalk call id, "_cloudtalk"

contact_ide

CloudTalk contact id

subject

possible values == Outbound call (unanswered), Outbound call (completed), Inbound call (completed), Missed call, Voicemail

type

value == call

due_date

call date

due_time

call time

external_number

contact number

internal_number

CloudTalk number

duration

total call duration in seconds (wait + talk + wrap up times)

notes

call notes at time of call ended

tags

call tags, separated by comma

recording_url

link to recording in CloudTalk

date

ISO call timestamp

wait_time

caller wait time in seconds

agent_email

agent's CloudTalk user email

timezone

call timezone

direction

possible values == inbound, outbound, voicemail

campaign_disposition

when call was part of Power/Predictive dialer campaign, includes campaign disposition

survey_answers

when call was part of Power/Predictive dialer campaign, includes survey questions/answers

New SMS - info shared:

Field

Description

internal_number

CloudTalk number

external_number

contact number

text

message

direction

possible values == sent, received

agent

when sent, will be the email of the CloudTalk-user sending-agent

date

ISO date & time message was sent/received

New Contact

- example use case: Synchronize CloudTalk contacts to a 3rd party system.

- info shared:

Field

Description

ide

CloudTalk contact id

name

contact name

title

contact title

company

contact company

industry

contact industry

website

contact website

address

contact street address

city

contact city

zip

contact zip/postal code

state

contact state (multiple formats allowed)

tags

contact tags

contact_email

contact emails

contact_number

contact phone numbers

custom_fields

*varies

2. Action

Actions are the subsequent step in a Zap. Once an automation has been triggered, the Action represents the process which will take place in a connected app. For example, after a Trigger Event takes place in a CRM app, a contact could be updated in CloudTalk. The following Zapier Action types are connected to the CloudTalk app:

Create or Update Contact

Create a new CloudTalk contact or update an existing one.

- example use case: Synchronize contacts from a 3rd party system into CloudTalk.

Create or Update Activity

Create or update a contact's activity in CloudTalk. Be aware, this does not update the call or SMS records within CloudTalk.

- example use case: Log tickets/orders from your system to CloudTalk so they are visible to agents.

Note:  For all actions, sending a recognized activity/contact id will
update the matching activity/contact for each Zap run, rather than
creating new activities or contacts each time.

Send SMS

In cases where the sender's number can support this function, send an outbound SMS from this CloudTalk number.

3. Search

Searches make it easier to access specific data while setting up an Action step. When chosen as the app for an action step, CloudTalk offers a Find Contact keyword search. Search existing CloudTalk contacts by entering an email, phone number, or name. In a partial search, only the first matching contact will be returned.

Find Contact - return data:

Field

Description

email

most recently input contact email

phone

most recently input contact number

name

contact name

company

contact company

id

CloudTalk contact id

custom contact field name(s)

custom contact field value(s)

4. Filter

Only available through Zapier's higher plans, filters are a more complex version of searches. CloudTalk's app does not offer these currently.

5. Template (Pre-made Zap)

Templates are Zaps between two apps that have already been created for common use cases. Within the CloudTalk Zapier app, there is a selection of CRM templates clients can choose from to save time.

If you need further assistance or have any questions, you can contact our Support Team. We are always here to help you!


Related Links

Zapier Documentation Pages

Did this answer your question?