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Connect CloudTalk to the QrX CRM and call from the CRM

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Written by Hayko

Connect CloudTalk to the QrX CRM and call from the CRM

With the CloudTalk connection, calls of your team are logged in the QrX CRM, users call people with one click, and the right user sees a pop-up when a call comes in. You bring your own CloudTalk account: QrX connects to it with API keys that you create in CloudTalk. This article is for administrators who set it up and for users who make calls.

What you need

  • A CloudTalk account on the Essential plan or higher (CloudTalk needs this for API access and webhooks) and an Admin user in CloudTalk to create the API key.

  • A QrX CRM plan that includes Telephony (CloudTalk): Starter, Team, Business and Enterprise. The Free plan does not include it.

  • The role setting Manage CRM telephony for the person who connects (plus View CRM).

  • To see the call log: View CRM calls. To call: Make CRM calls. To play recordings: Listen to call recordings, and a plan with call recordings (Team, Business, Enterprise).

Step by step: connect CloudTalk

  1. In CloudTalk, sign in as an Admin and go to Account > Settings > API Keys. Click + Add API Key. CloudTalk gives you an Access Key ID and an Access Key Secret. CloudTalk explains this at https://help.cloudtalk.io/en/articles/15272380-how-to-access-and-generate-your-cloudtalk-api-keys.

  2. In QrX, open https://portal.qr-x.app/settings/crm/telephony. You can also open Settings and click Telephony, or open CRM > Calls and click the settings icon (Telephony settings), or the Connect CloudTalk button.

  3. Enter the API Access Key ID and the API Access Key Secret and click Connect.

  4. QrX checks the keys, stores them encrypted, creates the webhook in your CloudTalk account for you and imports your CloudTalk agents. You see "CloudTalk is connected." You never copy a webhook address by hand. QrX also sends a test event; it appears as Last event.

Only one CloudTalk account can be connected per QrX organization.

Step by step: link users to agents

The Agents table lists your CloudTalk agents. Each agent must be linked to a QrX user, because the link decides who can call from the CRM and who sees the call pop-up.

  1. Open Settings > Telephony.

  2. QrX links agents automatically when the agent email in CloudTalk is the same as the email of a QrX user with CRM access. Check the QrX user column. The line "N agents are not linked to a user yet." counts the rest.

  3. For an agent without a user, open the QrX user dropdown, search the user and select them. Use the clear button to remove a link.

  4. Added an agent in CloudTalk? Click Refresh agents.

A user can be linked to one agent only, and only users with CRM access can be linked. An agent that was removed in CloudTalk stays in the list as "Removed at CloudTalk" and cannot be linked.

Connection status

  • Webhook: "Receiving events" is healthy. "Turned off at CloudTalk" means the webhook is disabled in CloudTalk. "Failing, CloudTalk paused it" means CloudTalk stopped sending after errors. "Status unknown" means QrX could not read it.

  • Last event: time and type of the last call event, or "No event received yet".

  • Last problem: a code shown when something went wrong. If the CloudTalk company is already connected to another QrX organization, its events are refused; contact support.

Click Send test event to check the path (the result shows as Last event within seconds). After a CloudTalk outage, resend the missed events from the CloudTalk dashboard: CloudTalk keeps them for 30 days.

Call from the CRM

  1. Open a person, or CRM > Calls, and click the phone icon next to the number.

  2. CloudTalk rings your own CloudTalk device (app or phone) first. Pick up there, then CloudTalk dials the person.

  3. QrX tells you the result: "The call is connected.", "The call did not connect. You can try again." or "The call could not be started."

The phone icon only appears when CloudTalk is connected, your plan has Telephony, you have Make CRM calls and your user is linked to an agent. If QrX says "We could not confirm whether the call started. Check your CloudTalk phone before you call again.", look at your CloudTalk phone before you press the icon again, to avoid a double call. You can have one call in progress at a time. If a colleague called the same number in the last minute QrX asks "A colleague just called this number" and lets you choose Call anyway. People who asked not to be contacted cannot be called.

Call pop-up, outcomes, notes and recordings

  • Pop-up: while a call is live, the linked user sees "Incoming call" or "Calling" with the name of the person and company. Click Open record, or Open call when the number is not in the CRM yet.

  • Call log: CRM > Calls with the views All calls, My calls and Missed, and a direction filter (Incoming, Outgoing). Statuses: In progress, Completed, Missed, Voicemail, Not answered.

  • Outcome and notes: open a call, choose an Outcome (Interested, Call back, No answer, Voicemail, Wrong number, Not interested, Other), write Notes (at most 4,000 characters) and click Save. This needs Edit CRM records. The outcome shows on the timeline of the person.

  • Unknown number: in the call, pick a person and click Link, or click Create person. People who asked not to be contacted cannot be called.

  • Recordings: click Play recording in the call. Every play is logged. "The recording is not ready yet" means wait a few minutes. "This recording was deleted at CloudTalk." means it is gone.

Calls per month limit

Your plan includes a number of calls started from the CRM per calendar month (UTC), counted when you click to call; calls that failed to start do not count. Starter includes 300, Team 1,500, Business 6,000 and Enterprise is unlimited. When the limit is reached QrX shows a plan limit message and blocks new click-to-call calls until the next month or an upgrade.

Replace the secret or disconnect

Rotate secret > Replace secret changes the secret CloudTalk signs events with; the old one stays valid for 24 hours and you do nothing in CloudTalk. Disconnect > Disconnect deletes the webhook at CloudTalk and erases the stored keys. Calls already logged stay in the CRM; click to call and the pop-up stop until you connect again. If CloudTalk cannot be reached, choose Disconnect anyway and delete the QrX webhook in the CloudTalk dashboard yourself.

Common errors and fixes

  • "CloudTalk did not accept this API key. Check the Access Key ID and Secret and try again." Copy both values again without spaces, or create a new key.

  • "CloudTalk refused the webhook. Webhooks need the Essential plan or higher and an API key of an Admin user." Upgrade CloudTalk or create the key as an Admin.

  • "CloudTalk could not be reached. Try again in a moment." and "CloudTalk is busy right now. Nothing was sent. Try again in a minute." Wait and retry.

  • "This organization is already connected to CloudTalk." Disconnect first to connect another account.

  • "Your user is not linked to a CloudTalk agent yet. Ask an administrator to link it in the CRM settings." Link the user in the Agents table (see above).

  • "This phone number cannot be called. Use the international format, for example +31612345678."

  • No calls appear: check that the webhook shows "Receiving events", click Send test event and check Last event.

Contact support when the webhook keeps failing after a test event, or when calls are missing in the log although the status is healthy. Include the time of the call and the number, never your API secret.

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