Dashboard
Explore our dashboard features and set admin preferences
By Shelby and 8 others9 authors100 articles
- Dashboard OverviewSee call activity highlights on the dashboard’s initial page.
- Introducing the New and Improved DashboardWelcome to the new and improved dashboard – smarter, faster, and more intuitive than ever.
- Onboarding ChecklistMake the most out of your trial or new CloudTalk account with our dynamic onboarding checklist, personalized to your role and use case
Account Settings
Set business preferences and defaults
- Account Settings GuideThis guide helps you set up and manage your account for smooth operations.
- Blacklist a NumberBlock unwanted calls by managing blacklisted phone numbers in CloudTalk
- Business HoursCustomize your business hours to let clients know when you are available to accept their calls.
- Call RecordingsChoose who can make and access call recordings. Keep important records and improve your business conversations.
- Configure CallbackActivate the Callback feature and radically reduce the number of unanswered calls, improving customer satisfaction.
- Configure Voicemail SettingsCloudTalk's voicemail feature will help you catch missed calls, including those received outside of your set business hours.
- Create and Manage Ring GroupsFind out how to easily operate and configure ring groups in CloudTalk.
- Configure Sounds and GreetingsLearn how to use sounds and greetings in CloudTalk
- Export Voicemail Speech-to-TextA guide to exporting voicemails as speech-to-text files via your workflows
- How to Use SSOSSO setup for CloudTalk Phone or other CloudTalk applications can be adjusted from the Dashboard
- Microsoft Azure SSO SetupAll additional values for Microsoft Azure SSO can be found through your Azure account
- Okta SSO SetupFind necessary values for Okta SSO setup via your Okta developer account
- OneLogin SSO SetupHow to retrieve values and input redirect URI needed for OneLogin SSO setup
- Set Up Skill Groups for Skill Based RoutingBefore using skill based routing in your call flows, make sure you have set up some skill groups
- Change EmailChange your company or user emails
- Access Settings for Call DataSet company or user level access limits to manage access to call recordings and statistics.
- How to access and generate your CloudTalk API keysLearn where to find your API Keys in CloudTalk and how to generate a new key and secret for use with integrations and the CloudTalk API.
Analytics
Track and analyze data with customizable reports
- CloudTalk Analytics guideTrack, analyze, and optimize your call center performance with this CloudTalk Analytics guide, featuring real-time monitoring, AI insights, and detailed reports.
- Introduction to CloudTalk AnalyticsAn introductory guide to navigating CloudTalk Analytics
- Analytics ReportsOur analytics page contains new features and top-down style reports for agents, groups, and more
- Agent ReportKeep track of the success of your agents using the features offered through Analytics.
- Missed Calls in AnalyticsGet a comprehensive view to diagnose missed calls of all types from the Analytics dashboard.
- Real Time ReportThe Real Time report within Analytics provides a comprehensive view of active and queued calls happening in real time.
- AI Analytics ReportThe AI Analytics report compliments our Conversation Intelligence suite, providing you data insights.
- Anonymous Calls CardThe Anonymous calls stat card tracks the number of outbound calls made anonymously.
- Export Call DetailsDownload call analytics details in PDF format
- Call Details in AnalyticsView and export detailed information about a call, all in one place.
- Messages ReportDetailed insights into SMS volume, costs, and communication trends
- TagsDiscover how to analyze call activity using the Tags report
- Call LogDiscover how CloudTalk's Call Log tracks call activity, metrics, and trends to optimize communication and performance.
- Group ReportEnhance your team's efficiency by utilizing the Group Report feature in Analytics.
- WallboardsCreate and customize real-time overview to monitor calls, agent activity, and performance metrics.
Users, Groups, and Contacts
Manage users, groups, and contacts
- Users, Groups, and Contacts guideManage users, groups, and contacts in CloudTalk with this guide on roles, access, and call handling.
- UsersLearn the roles and access privileges for users in CloudTalk.
- How to add new usersLearn how to add and configure new users in CloudTalk, including assigning roles, permissions, and advanced settings.
- Copy User SettingsCreate new users and groups with ease using our "load existing" function
- Bulk Upload UsersA faster way to add multiple admin, agent, supervisor, or analyst users to your company account
- Managing ContactsA guide to locating and managing your CloudTalk contacts
- Contact TagsApply customized tags to help you search and sort contacts into categories to be used for campaigns or data analysis
- Custom AttributesCustom attributes for contacts help store the customer data most relevant for you.
- Power Dialer Automatic Outbound IDLet power dialer choose the outbound number for each campaign call, based on the customer's location.
- Call MonitorSupervise and join ongoing calls to help your agents in real-time and understand your customers better.
- Call TagsCall and Contact tags are different attributes, each with different methods to add, edit, or delete
- How to Use Automatic Caller IDAutomatically select the best outbound number based on the destination to improve local presence and increase answer rates.
- Phone ExtensionAssign 4-digit extensions to individual agents, teams, or office locations for easy call routing.
- Unlimited Concurrent CallsLearn how to set up unlimited concurrent calls to enhance customer experience.
- Contact MergingLearn how CloudTalk handles contact deduplication across all contact sources
Conversation Intelligence
Articles about our AI features
- Conversation IntelligenceLet AI minimize repetitive tasks and provide valuable customer insights with intelligent transcription and post-call automations
- Notes & TaggingLeverage AI to automatically summarize your calls and add relevant tags.
- Call TranscriptsLet AI transcribe your calls to get the most out of Conversation Intelligence.
- Sentiment AnalysisSet up sentiment analysis and gain insights into call tone and customer interactions
- Talk/Listen RatioLet AI help you monitor the balance between customer and agent interaction
- Topics ExtractionLet AI identify and keep track of key topics in your call conversations
- Trending TopicsIdentify emerging customer interests and issues, before they escalate.
- Call ScoringLearn how CloudTalk automatically scores calls and provides instant feedback to support better coaching and call quality
Routing & Call Flow Design
Information on IVR and our Call Flow Designer
- Routing & Call Flow Design guideThis guide explores CloudTalk’s Routing & Call Flow Design, helping you create custom call flows, automate routing, and optimize inbound call management.
- Route Number by CountrySet up a call flow to route international numbers to the proper team of agents or branches
- Call Flow Designer GuideLearn about the features and inbound call steps that are available in CloudTalk's user-friendly Call Flow Designer
- Skill Based Routing in Call FlowStart designing call flows that direct your clients to the agent groups who can help them
- Copy Call FlowUse the copy call flow feature and save anything from one step to an entire number branch for use elsewhere
- Caller-Based Routing with ConditionsRoute calls based on region, contact, or other conditions using a condition splitter in your call flow
- Collect Input from Caller StepHow Collect input from caller works and how you can use it as an action step in call flow designs
- Time RouterRoute to a branch based on the day or time of an incoming call.
- HTTP Request StepConfigure data exchange in CFD to power smarter, data-driven call routing.
- Filter Out Changing Spam NumbersAutomatically ignore batch spam numbers with Call Flow Designer
- Post-Call SurveyA guide to using post-call surveys in CloudTalk to collect feedback from your callers
- How to send an automatic SMS using Call Flow DesignerA guide to automating the sending of SMSes via CFD in CloudTalk's Dashboard
Workflow Automations
Workflow setup and common configurations
- Workflow Automations guideThis guide explains how to set up CloudTalk’s Workflow Automations, using triggers, conditions, and actions to streamline tasks, automate messaging, and integrate with external tools.
- Configuring Workflow AutomationsWorkflow Automation is an efficient way of streamlining business processes, especially in customer support and sales departments.
- TriggersLearn how to use Triggers in your Workflow Automations
- ConditionsLearn how to use Conditions in your Workflow Automations
- ActionsLearn how to use an Action in your Workflow Automations
- Automate a Welcome SMSUse our workflow automations to send new contacts a text to welcome their business
- Speech-to-Text TranscriptionSet up a automated transcription and export of call transcripts using workflow automations.
- Send Transcriptions to SlackOur workflow automations allow you to forward transcribed calls to your company Slack.
- Automate Contact TagsCreate an automated Workflow to add tags to contacts that meet certain criteria
- Automate a Follow-up SMSSet up an automated followup SMS using Workflow Automations
- Forward Incoming SMS to SlackOur workflow automations allow you to forward inbound SMS messages to your company Slack.
- Export Survey AnswersUsing Workflow Automations, we can export survey responses from a campaign to a preferred CRM system
- HubSpot AuthenticationHow the HubSpot API authenticates requests from workflow automations within CloudTalk
- Cue CardsCue Cards help your agents by showing up-to-date details, like client history, deal status, or custom call scripts.
- How to Route Calls to the Previously Present AgentEnsure calls are routed to the most recent agent who communicated with the client.
Campaigns
Reach more prospects efficiently using CloudTalk’s campaign dialers
- Setting up CampaignsSet up and manage calling campaigns for your outbound team.
- Using Campaigns with CloudTalk DialerMaster the CloudTalk Dialer interface to unlock its full potential.
- AI Sales Dialer: Sequential Mode (1 line)Execute campaigns using the sequential dialer within the CloudTalk phone app and synced CRM outcomes.
- AI Sales Dialer: Parallel Mode (2+ lines)Speed up outreach with Parallel Dialing, Voicemail Detection, and CRM-synced outcomes.
- Using Campaigns with Power DialerManage outbound calling campaigns from the CloudTalk Phone desktop app
- Call ScriptsCreate and manage call scripts for your outbound campaigns.
- SurveysCreate and manage surveys to collect structured information from contacts during campaign calls.
Legacy Dashboard
Access your Billing, Campaigns, Stats and Automations