CloudTalk

The CloudTalk tab in Settings > Communication connects your CloudTalk account. Once it is connected:

• Every CloudTalk call with a lead lands on that lead in Gene App: answered calls, missed calls, calls nobody picked up and voicemails, with who made or took the call and how long it lasted.
• You can play the recording inside Gene App, and read its transcript and summary. Gene writes them for every answered call CloudTalk recorded, so you do not need CloudTalk's Conversation Intelligence add-on.
• The phone call button on the contact and in the Inbox opens the CloudTalk desktop app with the lead's number ready, instead of your phone app.

Connect CloudTalk#

1. In CloudTalk, go to Account > Settings > API Keys and add a key. Only a CloudTalk admin can do this. CloudTalk shows the secret once, so copy it straight away.
2. In Gene App, open Settings > Communication > CloudTalk, paste the API key ID and the API key secret, and press Connect. Gene App checks the key with CloudTalk before saving it.
3. Gene App brings in the calls from the last day straight away, then checks for new calls every 10 minutes.

Calls in seconds, with transcripts#

Without a webhook, calls arrive within 10 minutes. With one, they arrive within seconds, and the transcript and summary follow once the recording is ready, usually within a few minutes.

1. In CloudTalk, go to Account > Webhooks and add an endpoint.
2. Paste the webhook address shown on the CloudTalk tab (use the copy button).
3. Choose the events call.ended, call.recording_ready, transcript.ready and cidata.ready.
4. Optional: copy the endpoint's signing secret from CloudTalk into Signing secret on the CloudTalk tab. Gene App then accepts only calls that CloudTalk really sent. It saves as you type.

CloudTalk webhooks need CloudTalk's Essential plan or higher.

Transcripts and summaries#

Gene writes a transcript and a short summary of every answered call that CloudTalk recorded, with the speakers labelled. If your CloudTalk account has its Conversation Intelligence add-on, Gene uses CloudTalk's own transcript and summary instead. Missed calls, calls nobody answered and calls CloudTalk did not record get no transcript. Very long calls (over about 25 minutes) are skipped too.

Where calls show up#

• On the contact: once the lead has a CloudTalk call, the Activity tab lists them under CloudTalk calls, above the timeline: incoming or outgoing, when, Answered / Missed / No answer / Voicemail, how long, and who. Recording and transcript opens the call: press Play recording to listen, with the summary and the transcript below.
• In the lead's notes: each call leaves a short note (for example "CloudTalk: missed call from +971 50 123 4567. Nobody answered."), and a transcript adds a second note. Gene reads these notes, so it knows about the call when it next talks to the lead.
• Matching: calls are matched to leads by phone number. Someone new who calls you becomes a new contact (source CloudTalk call), owned by the teammate who took (or missed) the call, and its first note says it was created from this call. An outgoing call to a number that is not in Gene App is kept but not put on any contact. A teammate is matched to their CloudTalk user by the email address they use in both.

Call from Gene App#

Once CloudTalk is connected, the phone call button in the contact's header (the phone icon next to the WhatsApp call button) reads Call with CloudTalk, and so does the same phone button at the top of a conversation in the Inbox. Both open the CloudTalk desktop app with the number ready. There is no separate Call by phone button while CloudTalk is connected: disconnect CloudTalk and the same button goes back to Call by phone, which opens your phone app.

• The CloudTalk desktop app must be installed, and you must be signed in to it.
• The first time, your browser asks whether to open CloudTalk. Tick Always allow (or "Always open these links") and press Open. After that, every call starts with one click.
• If another app opens instead, set CloudTalk as the default calling app in CloudTalk's settings.

Good to know#

• Sync now fetches new calls at once. Disconnect stops new calls coming in; calls already in Gene App stay on the contacts.
• Internal calls between teammates are not brought in.
• Recordings stay in CloudTalk and play through Gene App, so a recording CloudTalk has deleted can no longer be played.
• CloudTalk calls also feed the Calls widgets on your dashboards (calls by status, total and average call length, calls per teammate). There, an answered call shows as Completed.