Using CloudTalk with Salesforce

User Level: Admin, Agent, Supervisor

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Watch how it works

To see the CloudTalk + Salesforce integration in action, watch this short overview:

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Calling from Salesforce

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Make Outbound Calls

If CTI is enabled, the call runs right inside Salesforce, so there’s no need to switch between tools. If CTI isn’t enabled, calls can still be started using click-to-call through the CloudTalk app. During or after a call, agents can:

• add or remove call tags to keep interactions organized
• take notes while speaking with the customer
• evaluate the call, for example by marking call quality or customer mood

All of this information is then included in the call activity in Salesforce.

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Receive Inbound Calls

When an incoming call comes in, CloudTalk automatically checks if the number matches an existing record in Salesforce. If a match is found, the related contact or lead is displayed, giving agents instant context before they even pick up the call. This includes:

• previous conversations
• notes and activity history
• any stored customer details

If you’re not using CTI, you can still access Salesforce records easily. By clicking on a contact in the CloudTalk app, you can open the corresponding Salesforce profile in a new tab and continue working from there.

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Call logging and data exchange

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Contact Sync

CloudTalk and Salesforce keep your contacts and leads in sync, so your team always works with up-to-date information. When the integration is first set up, CloudTalk performs a full import of your Salesforce data. After that, updates are handled automatically:

• most changes are synced using webhooks, usually within about a minute
• a background sync runs regularly as a backup (typically within 5–10 minutes)
• contacts can also be automatically created in Salesforce when a call or SMS is made with a number that does not match an existing record, depending on your integration settings.

CloudTalk matches contacts using identifiers like phone number, email, or Salesforce ID. If a matching contact already exists, the records are merged to avoid duplicates. Once synced, contacts are searchable in CloudTalk, and calls can be automatically matched to the correct Salesforce records. If you need to customize which fields are synced, you can configure field mapping in your integration settings.

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Call Logging

Depending on the settings chosen during configuration, different call types can be logged into Salesforce as activities and/or cases in order to give you all desired caller information in one place. You can choose for call activities and cases to be created as soon as the call starts. Selecting the name of the activity opens the activity detail, where you can view additional information such as the call date, duration, and the name of the agent who took the call. Moreover, with recording settings enabled you can listen to the call recording. Call logs are viewable via the customer profile, for example under the Activity tab for past activities. Calls are typically logged as activities (tasks) or cases, depending on your configuration. Calls related to leads are always logged as activities (tasks), not cases, due to Salesforce limitations.

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Call Data in Salesforce

In addition to basic call details, CloudTalk also sends additional data to Salesforce, especially for campaign calls and post-call inputs. Here’s what gets included:

• Campaign
  The CloudTalk campaign name is stored in the Campaign field of the activity.
• Call result
  The outcome of the call is saved in the Call Result field.
• Campaign disposition
  For calls made via CloudTalk campaigns, the disposition is stored in the Task field selected in Task field for call dispositions: the mapped Salesforce outcome if set in the campaign’s Disposition Settings, otherwise the CloudTalk disposition name. A post-call survey result overrides it. See Using Salesforce with Campaign Dialers.
• Survey disposition
  If a post-call survey is used, its result is stored in the Survey disposition field.
• Survey responses
  Survey answers are added to the Comments section in a structured format, making them easy to review later.
• Call tags
  Tags added during or after the call are stored in the Call Tags field.

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Missed Calls + Voicemails

Missed calls and voicemails may be accessible through the Cases section, or in the activity history, depending on the integration settings chosen for logging these instances. If voicemails have been assigned to a specific agent, the agent’s name can be entered into the search bar.

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VoiceAgent Calls in Salesforce

CloudTalk VoiceAgent calls are also logged in Salesforce, just like agent-handled calls. These entries are labeled “VoiceAgent call” in the activity title for easy identification. In the call analysis prompt, you can define what type of information the VoiceAgent should extract from the conversation. Based on this setup, CloudTalk will automatically log structured details such as the customer’s issue, a summary of the call, or any other relevant data you’ve asked the VoiceAgent to capture, for example, an order number or preferred subscription plan. This extracted data is exported directly into Salesforce and attached to the relevant lead, contact, or case. The logged details include:

• Call result (e.g. connected, failed)
• Issue (what the customer called about)
• Summary of the conversation
• Call date and time
• Duration
• Caller number
• CloudTalk number used

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Campaign Lists Sync

CloudTalk Campaigns can use contact lists imported from Salesforce, making it easier to run outreach based on your CRM data. This allows you to:

• build campaigns using existing Salesforce segments
• keep your calling activities aligned with your sales or support workflows

👉 See Salesforce Contact Lists in Campaigns

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SMS and WhatsApp Logging

If messaging features are enabled, SMS and WhatsApp interactions can also be logged in Salesforce as activities. These logs may include:

• message content
• timestamps
• sender and recipient information

SMS messages are logged as activities (tasks) in Salesforce and are not supported as cases. Availability depends on your integration setup.

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Monitoring Metrics

Analysts and supervisors can easily access CloudTalk statistics in Salesforce via the Dashboards header to monitor and track important metrics, such as Average waiting time, Service Level, and Call Distribution statistics. You can find different breakdowns for Sales and Support focused dashboards.

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