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In this guide, you’ll learn how to use the Front integration with CloudTalk. The integration gives you instant access to customer details and ticket history, allowing you to handle calls and manage communication directly from Front.
User Level: Admin, Agent, Supervisor
Ready to configure the CloudTalk + Front integration?
Follow the step-by-step instructions in our Configure Front guide.

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Calling from Front

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Make outbound calls

After installing the CloudTalk CTI, you can make outbound calls directly from Front using the CloudTalk dialer in the sidebar. You can manually dial numbers or initiate calls using contact details stored in Front. During the call, you will have access to the customer’s information and call controls directly within the CTI, helping you manage conversations more efficiently.

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Receive inbound calls

When receiving an inbound call, the CloudTalk CTI displays the caller’s customer card in real time. This allows agents to immediately see relevant contact details and call history while handling the call. The customer card includes:
  • Contact details (name, email, phone number, company, address, website)
  • Call history and recordings
  • Notes and comments
  • Related Front tickets and conversations

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Call logging and data exchange

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Contact Sync

CloudTalk and Front support two-way contact synchronization.
  • When a contact is created or updated in Front, the changes are automatically reflected in CloudTalk
  • When a contact is created or updated in CloudTalk, it is synced to Front
This ensures agents always have access to up-to-date customer information during calls. In Front, contacts are listed in the Contacts section. You can view synchronized details in the Overview section of the contact profile. In CloudTalk, synced contacts are marked with the Front icon. Clicking this icon opens the corresponding Front profile.
Note: Front conversations are not imported into CloudTalk contacts. Only call-related data is synced to CloudTalk.

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Call Logging & Export

CloudTalk automatically logs each call as a ticket (message) in Front. These records are created in the inbox selected during setup. Each logged call includes the following mapped details: Call types are reflected in the message subject, for example:
  • Outbound call (completed)
  • Outbound call (unanswered)
  • Inbound call (completed)
  • Missed call
  • Voicemail
Calls are automatically logged into the inbox selected during configuration. To better organize calls and leads, you can add custom tags during or after a call. You can also open a specific call to view full details and access recordings.
Note: SMS messages are currently not exported to Front.

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Missed Call Assignment

Missed calls are logged in the Assigned section of your Front inbox. Each call is assigned to the agent who made or received it. From there, calls can be reassigned to another agent if needed. Call details include:
  • Call date
  • Waiting time
  • Assigned agent
To ensure correct assignment, agents must exist in both CloudTalk and Front under the same email address.
Need help or have a question? Just reach out through our Support portal — we’re here for you.