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CRM telephony (CloudTalk)

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Written by Hayko

CRM telephony (CloudTalk)

What this page does

Open Settings > Telephony (or the settings icon on the Calls page). Here you connect your own CloudTalk account to the QrX CRM. After that, calls are logged in the CRM, users can call from the CRM and the right user sees a pop-up for a call. You need the role setting Manage CRM telephony and a plan that includes Telephony (CloudTalk).

Connect CloudTalk

  1. In CloudTalk, an Admin user opens Account, Settings, API Keys and creates a key. CloudTalk shows an Access Key ID and an Access Key Secret. API access needs the CloudTalk Essential plan or higher.

  2. In QrX, enter the API Access Key ID and the API Access Key Secret.

  3. Click Connect.

QrX checks the key pair, stores it encrypted and creates the webhook at CloudTalk for you. You do not copy a webhook address anywhere. You see CloudTalk is connected. and the connection page opens. QrX also sends a test event to prove the path works. Only one CloudTalk account can be connected per organization.

Link agents to users

The Agents table lists the agents of your CloudTalk account with their email and extension. The QrX user column links each agent to a QrX user. The link decides who can call from the CRM and who sees the pop-up for a call. Each user can be linked to one agent only.

  • QrX links agents automatically when the agent email equals the email of a QrX user who has access to the CRM. Check the table and change a link with the dropdown. Use the clear button to remove it. The line N agents are not linked to a user yet. counts the agents still without a user.

  • Added or removed agents in CloudTalk? Click Refresh agents. An agent that no longer exists in CloudTalk stays in the list as Removed at CloudTalk and cannot be linked.

  • Only users with access to the CRM can be linked.

Connection status

The Connection card shows:

  • 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 the status.

  • Last event: when the last call event arrived and its type, or No event received yet.

  • Endpoint: the last characters of your private webhook address.

  • Secret last replaced: Never or a date.

  • Last problem with a code, when something went wrong. If the code says the CloudTalk company is already connected to another organization, its events are refused. Contact support.

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

Contacts in CloudTalk

Turn on Contacts in CloudTalk to show the name of the person and a link to the record in CloudTalk Phone. Contacts are created in the background at a pace that leaves room for calls. Erasing a person in the CRM also deletes their CloudTalk contact.

Replace the signing secret

CloudTalk signs every event with a secret. Click Rotate secret and confirm with Replace secret. QrX stores the new secret automatically and the old one keeps working for 24 hours. You do not need to do anything in CloudTalk.

Disconnect

Click Disconnect and confirm. QrX deletes the webhook at CloudTalk and erases the stored keys. Calls already logged stay in the CRM. Click to call and the call pop-up stop working until you connect again. If CloudTalk cannot be reached, QrX offers Disconnect anyway: delete the QrX webhook in the CloudTalk dashboard yourself afterwards.

Common problems

  • CloudTalk did not accept this API key. Check the Access Key ID and Secret and copy them again without spaces.

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

  • CloudTalk could not be reached. Try again in a moment. CloudTalk is busy right now. Try again in a minute.

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

  • This user is already linked to another CloudTalk agent. Remove the other link first.

  • Your user is not linked to a CloudTalk agent yet. Link the user in the Agents table.

  • The webhook is failing or no events arrive: check the status above, click Send test event and check the webhook in CloudTalk.

  • Calls are limited per month by your plan. Recordings need a plan with call recordings.

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