Reference · built on requestConnectorVoice & contact center

CloudTalk

Call history, group statistics, contacts, agents, transcripts, and signed webhooks from the CloudTalk REST API.

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About

CloudTalk is a cloud call center sold by CloudTalk. Its REST API v1.7 spans four hosts: my.cloudtalk.io/api for calls, contacts, agents, numbers, groups, SMS, tags, and campaigns; api.cloudtalk.io/v1 for Conversation Intelligence, VoiceAgent, and the dialer; analytics-api.cloudtalk.io for detailed analytics; and platform-api.cloudtalk.io for real-time agent guidance. Every host takes HTTP Basic Auth with an API Access Key ID and Secret.

Through Fibric, an operator reads today's group statistics and call history, picks up transcript.ready and cidata.ready webhooks, and proposes a call, a contact note, or a tag. You approve it once; the receipt records what changed and how to undo it.

This is a reference listing. It documents what Fibric would read from CloudTalk and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Call history through /calls/index.json with id, type, status, started_at, ended_at, talking_time, waiting_time, recorded, agent, contact, tags, and notes
  • Today's group statistics: agents, answered and unanswered calls, abandon rate, average and maximum waiting times, and a real_time queue block
  • Call webhooks call.started, call.ringing, call.answered, call.held, call.resumed, call.ended, call.recording_ready, and call.tags_modified
  • Transcription, summary, overall sentiment, talk-listen ratio, topics, and smart notes from Conversation Intelligence on api.cloudtalk.io/v1
  • Contacts with attributes, tags, notes, and activities, plus contact.created, contact.updated, and contact.deleted events
  • Agents and groups, with user.status_changed events, and message.sent and message.received events

Proposed actions

  • Target capability: propose an outbound call through /calls/make.json, which rings the agent for up to 20 seconds before dialing the callee
  • Target capability: propose a contact note or activity through the Contacts notes and activities endpoints
  • Target capability: propose assigning or unassigning contact tags
  • Target capability: propose adding or removing an agent in a group through the Groups endpoints
  • Target capability: propose an SMS through the Send sms endpoint

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Hold the queue inside target

    Group statistics show the real_time queue length and waiting times per group. Past your threshold, the operator proposes moving named agents between groups for a supervisor to approve.

    With Breach Watch, Intraday Balance

  • Summarize each call for the record

    transcript.ready and cidata.ready arrive after the call. The operator reads the summary and smart notes and proposes a contact note built from them.

    With Call Summary

  • Spot a turn in sentiment

    Overall sentiment per call feeds a rolling read by agent and number. When negatives cluster, the operator raises it with the call ids attached.

    With Sentiment Spike

  • Call back before the hour is out

    A call.ended event with no answer opens a promise. The operator drafts the return call through /calls/make.json for the agent to approve.

    With Callback Promise

Requirements

  • A CloudTalk account with an Administrator to create the API key; the secret is shown once and is scoped to one project
  • The Essential plan or higher and an Admin role to configure webhooks under Account > Webhooks
  • The Conversation Intelligence add-on for transcription, summary, sentiment, and topics
  • A public HTTPS endpoint that answers 2xx within 15 seconds and checks svix-signature with your whsec_ secret
Authentication
HTTP Basic Auth on every host, with an API Access Key ID as the username and its Secret as the password, created by an Administrator under Account > Settings > API Keys.

Limits

  • 60 requests per minute per company, shared by every API key; the dialer API has its own 60 per minute
  • A 429 returns at once with X-CloudTalkAPI-Limit, X-CloudTalkAPI-Remaining, and X-CloudTalkAPI-ResetTime; higher limits go through Support
  • Webhooks retry up to 50 times over about 11.5 hours; an endpoint failing for about 5 days is disabled
  • Delivery is at least once with no ordering guarantee; sort by occurred_at and deduplicate on event_id

Access and pricing

Reference listing. Fibric builds the connector under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request CloudTalk ↗

Questions and answers

How are CloudTalk webhooks secured and retried?
Each delivery carries svix-id, svix-timestamp, and svix-signature, signed with HMAC-SHA256 using your whsec_ secret; reject timestamps more than 5 minutes off. Your endpoint must return 2xx within 15 seconds. Retries run at 5 seconds, 30 seconds, 2, 5, and 10 minutes, then every 15 minutes, up to 50 attempts.
What is the rate limit?
60 requests per minute per company across all API keys on the core API. The dialer endpoints under api.cloudtalk.io/v1/dialer have a separate 60 per minute. A 429 arrives immediately with limit, remaining, and reset-time headers. CloudTalk Support reviews higher limits case by case.
Which host serves which data?
my.cloudtalk.io/api holds calls, contacts, agents, numbers, groups, SMS, tags, and campaigns. api.cloudtalk.io/v1 serves Conversation Intelligence, VoiceAgent, and the dialer. analytics-api.cloudtalk.io serves detailed analytics, and platform-api.cloudtalk.io serves real-time agent guidance. One key pair works on all four.
Ask about CloudTalk

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This connector listing is developed, published, and supported by Fibric. It describes integration with CloudTalk through published interfaces. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy