In this article, we will show you how to use Front integration together with CloudTalk. Front integration allows you to see the ticket detail associated with caller even before picking up the phone.

If you prefer video setups, here's an instruction video on Front + CloudTalk - Integration Overview:

When you connect both tools, all your CloudTalk calls and voicemails will be logged as tickets in Front. Your support and sales teams will be able to call your prospects or customers directly from Front, without ever leaving the interface.

CloudTalk call center integration for Front

The sync works both ways, so whenever a caller is initiating a call, your agents will be able to see the caller’s real-time customer card, which displays all the following information even before you pick up the call:

  • the customer’s contact details (name, email, phone number, company, address, website, etc.)

  • call history with call recordings

  • comments and notes

  • Front tickets and conversations

  • other activities from Front and CloudTalk software

Front call center integration - inbound call

Two-way synchronization

With real-time automated synchronization, you will find updated and complete customer data in both systems. CloudTalk will display the whole history of the client’s conversations, including conversations originating in Front. Front will also display all data related to CloudTalk calls. Contacts are also synchronized. If you create a new contact or update an existing one in Front, changes are automatically transferred to CloudTalk, and vice versa.

To categorize your calls and leads, you can add customised tags during or after the call. All the calls are automatically logged into your inbox.

After clicking on specific call you can see all relevant information such as the agents name, call date, duration. You'll also have access to any recordings.

A new Front ticket is automatically created with each call including data like:

  • customer’s phone number

  • date and time of the call

  • call duration

  • call tags and notes

  • call recording

Missed calls assigned to your agent

All your missed calls are logged in the section assigned. If needed, the specific missed call can be given to another agent.

In Detail, you will find the information like call date, waiting time and agents name. You can also access customers profile in CloudTalk. If needed you can easily call back your customer directly from the CloudTalk phone.

Important notice: the call is always assigned to the agent who made a call, however, it is important that the agent is signed up in both platforms with the same email address.

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

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