The integration must be set up by a user with the Settings Administrator role.
Connect CloudTalk
1. In diio, go to diio settings › Integrations and, in the Messaging and telephony group, find CloudTalk.
2. Click Configure and complete the following fields:
• API Key ID
• API Key Secret
• API URL
The default URL is: https://my.cloudtalk.io/api
3. Click Save.
4. Turn on the integration with the CloudTalk switch. The switch only appears after you save the credentials.
The integration will become active for the entire account.
What happens after connecting CloudTalk?
Calls recorded in CloudTalk will be automatically sent to diio for analysis.
For a call to be captured, these four conditions must be met:
1. The call must be recorded in CloudTalk.
Make sure recording is enabled, since not all calls are recorded automatically.
2. The user who made the call must have an active seat in diio.
3. The user must have the same corporate email in CloudTalk and in diio.
4. The user must belong to a team that has a call Playbook assigned.
If any of these conditions is not met, the call will not be sent to diio for analysis.