In this article, we will show you how to use Front integration together with CloudTalk. Front integration allows you to see the ticket details associated with a caller before you even pick up the phone. Make sure to read how to configure your Front integration so that you can start enjoying the benefits.
If you prefer video demos, here's one of the Front + CloudTalk - Integration Overview:
When you connect both tools, all your CloudTalk calls and voicemails will be logged as tickets in Front. Support and sales teams will be able to call your prospects or customers directly from Front, without ever leaving the interface.
If you create a new contact or update an existing one in Front, changes are automatically transferred to CloudTalk, and vice versa. The sync works both ways, so whenever a call gets initiated, your agents will be able to see the caller’s real-time customer card, which displays:
customer contact details
name
email
phone number
company
address
website, etc.
call history and call recordings
comments and notes
Front tickets and conversations
In Front, contacts are listed in the Contacts section. You can view what contact info has synchronized with CloudTalk by checking the Overview section of the customer card.
Note: Front conversations are not imported to CloudTalk contacts - only call data gets imported to the CloudTalk side
Two-Way Synchronization for Call Data
With automated synchronization updating every 15 minutes, you will find current and complete call data in both systems. A Front ticket is created for each CloudTalk call, which includes the relevant call details.
CloudTalk Call | Front Message |
Contact | Contact |
Contact link | Link inside message ("CloudTalk customer") |
Call ended date and time | Call date |
CloudTalk number used | CloudTalk number |
Other side's number | Caller number |
Direction | Message subject |
Status | Listed in the subject of the message voicemail = Voicemail
|
Call Note | X |
Tags | Tags (near message subject) |
Agent | Agent |
Waiting time + Talking time + Wrap-up time | Duration |
Recording URL | Recording |
Tips
To categorize your calls and leads, add customized tags during or after the call.
After clicking on a specific call you can see all relevant information. You'll also have access to any recordings.
Calls are automatically logged into the inbox you chose during configuration.
Note: At this time, SMS messages are not exported.
Missed Call Assignment
All your missed calls are logged in the Assigned section of your Inbox. If necessary, specific missed calls can be given to another agent. In Detail, you will find the information like call date, waiting time, and the agent's name.
A call is always assigned to the agent who made or recieved it. It is important that agents are signed up in both platforms under the same email address, so that they calls are assigned correctly.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!