CloudTalk

Highlights

• 📞 Make and receive calls inside the Service Cloud console. The CloudTalk phone widget lives in the Omni-Channel panel — agents handle every call without leaving Salesforce.
• 🔁 Call any contact in one click. Dial from the keypad, select from your contact list, or click any phone number directly on a Salesforce record.
• 👂 Stay in control of every call. Mute, hold, or end calls directly from the Omni-Channel panel without navigating away or opening a separate window.
• 🎯 Easily find and connect with the right people using the integrated PhoneBook. Search, filter, and call contacts or teammates instantly, or transfer calls with just a few clicks to keep things moving.
• ⚙️ All calls are logged automatically. Duration, status, and linked records are captured the moment a call ends — accessible in My Work and activity history, with no manual input required.
• ⚡Keep your team aligned with real-time agent status updates. When you change your availability, it’s reflected everywhere in Salesforce and CloudTalk instantly, so your team always knows who’s online and ready to take calls.
• 🤖 Transfer calls three ways. Use blind transfer for instant handoffs, Safe Mode transfer to confirm the receiving agent is available first, or warm transfer (Add Caller + Merge) to brief them before handing off.
• 🧠 Every incoming call shows full context. Caller details appear automatically — customer information, related records, and previous interactions are visible before you answer.
• 🌍 Local numbers in 160+ countries & crystal-clear quality with a global carrier network. Integrity360 Tripled SDR Pickup Rates with CT + Salesforce using local numbers: https://www.cloudtalk.io/customer-stories/integrity360