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In this article, you’ll learn how to set up the Copper integration in CloudTalk, including how to authenticate your account, configure call and SMS activity settings, assign fallback owners, and manage which numbers are synced.
User level: Admin

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Requirements

  • An Essential, Expert, or Custom plan with CloudTalk
  • Account admin for Professional or Business Copper account
  • Copper API Key and URL
  • The email address you use in CloudTalk must match exactly with the email address in your Copper account. If the emails do not match, synchronization will not work correctly.

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Configure Copper

Have the API Key and API URL of your Copper account ready to copy and paste.
  1. From the dashboard, navigate to Settings > Integrations.
  2. Hover over the Copper integration and select + Add.
  3. Optional: Enter a Caption to give your integration a unique name (useful for companies with multiple Copper integrations).
  4. In the Workflow settings section under API Authentication, select New Authentication.
  1. Enter your first Copper API email address and API Key. Leave Application as developer-api. Create.
  1. In the Workflow settings section under Webhook Authentication, select New Authentication.
  1. Enter your second Copper API email address and API Key. Create.
  1. For Call Activities, in the Workflow Settings section under API Authentication, select the Fallback Activity Owner. This will define the Copper user who is assigned the call activity when the CloudTalk agent who made the outbound call is not found in Copper.
If no matching CloudTalk agent or fallback owner is assigned - or if the agent’s email address doesn’t match a Copper user - the call will be logged in Copper without an assignee.
  1. For SMS Activities, in the SMS Settings section under Workflow settings, select the Copper user you wish to assign SMS activities to, in cases where the agent who sent the SMS is not found in Copper.
Like with calls, if no agent or fallback owner is selected - or if the agent’s email doesn’t match a Copper user - the SMS will be logged without an assignee in Copper.
  1. Select Finish and Save when done changing settings**.**
  2. To only log calls for specific CloudTalk numbers, add desired numbers to the Connected numbers section. You can also search and add numbers to the Connected numbers for SMS section when you only want to log SMS messages for those numbers.
If no numbers are added to these sections, messages and calls for all numbers will be logged in Copper.

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Disconnect or Remove Integration

You have two options if you no longer want to use the integration:
  • Deactivate: In your CloudTalk Dashboard, go to Settings > Integrations > Copper and toggle the status to inactive. This pauses syncing but keeps your settings.
  • Remove: To remove the integration completely, go to Configure > Delete Integration, type DELETE, and confirm.
Need help or have a question? Just reach out through our Support portal — we’re here for you.