# CloudTalk

CloudTalk integration with AI call analysis, coaching insights, and conversational intelligence for cloud phone teams.

## When to Use This Connection

Use this connection when the user:
- Wants to connect their CloudTalk account to Demodesk for automatic call recording analysis
- Needs to configure recording import and team mapping
- Wants to set up coaching scorecards for power dialer sessions
- Needs to enable multi-language transcription for international teams
- Wants to troubleshoot call recording import from CloudTalk

## What This Connection Does

Guide the user to Settings > Integrations > CloudTalk in their Demodesk dashboard at `https://demodesk.com/manage/settings/integrations/cloudtalk`. The connection uses CloudTalk's REST API with OAuth 2.0 authorization — the user clicks "Connect CloudTalk" and authenticates with their CloudTalk account.

Once authenticated, Demodesk automatically imports call recordings from CloudTalk. Every call is transcribed using AI with support for multi-language transcription — critical for international teams calling across 160+ countries. The integration creates a coaching scorecard for each call, evaluating talk-to-listen ratio, discovery effectiveness, objection response patterns, and keyword tracking.

This integration is specifically designed for power dialer workflows. Configure power dialer coaching rules in the "Power Dialer Coaching" tab to map coaching insights to dialer activity — for example, improving discovery effectiveness on cold calls or objection handling on follow-ups. Coaching scorecards can be integrated with CloudTalk's call disposition codes, so coaches see real-time rep performance.

Configure team and user mapping in the "Team Mapping" tab to identify which CloudTalk users are in your sales organization. Configure international language support in the "Language Settings" tab — if your team makes calls to Spanish-speaking countries, enable Spanish transcription.

The integration also enables smart routing enhancement. CloudTalk's smart routing decisions can be informed by conversation intelligence — for example, routing calls to more experienced reps if objection patterns are detected, or to specialists if technical discussions emerge.

Configure CRM logging rules to determine which call properties flow to your connected CRM.

Anti-Pattern: "Ignoring Language and Cultural Context"
Do not apply coaching frameworks designed for English-speaking markets uniformly to international teams. Different languages and cultures have different conversational norms. Cold calling scripts and objection responses that work in English may be inappropriate in other languages. Work with your international teams to adapt coaching frameworks to cultural and linguistic realities before applying automated coaching rules.

## Data Sync

| Entity | Direction | Details |
|--------|-----------|---------|
| Call Recordings | → CloudTalk to Demodesk | Imported for AI analysis |
| Call Logs | → CloudTalk to Demodesk | Call metadata, duration, timestamp, team, disposition |
| Transcriptions | → CloudTalk to Demodesk | Generated via AI with multi-language support |
| Coaching Scores | → Demodesk to CloudTalk | Integrated with call disposition and routing decisions |
| Tags | → Demodesk to CloudTalk | Applied based on conversation analysis |

Sync is real-time. Calls are analyzed and coaching scorecards generated within seconds of call completion.

## Example Prompts

- "Connect my CloudTalk account to Demodesk"
- "Set up multi-language transcription for our international teams"
- "Configure coaching scorecards integrated with power dialer activity"
- "How do I use call intelligence to improve CloudTalk smart routing?"
- "Why aren't CloudTalk recordings being imported?"
