CloudCall for Tracker
Everything you need to know about making calls, syncing data, and streamlining your recruiting workflow — directly inside Tracker.
Calling and data sync, built into Tracker
CloudCall for Tracker brings calling, SMS, and contact management directly into your Tracker workflow. This guide covers each feature, how it works, and what to expect — so you can hit the ground running from day one.
Before you begin
- Confirm your setup. Your CloudCall account must be set up and linked to your Tracker instance.
- Request your initial sync. A full contact sync must be triggered by Tracker during onboarding — contact your Tracker administrator to request this.
- Sit back from there. Once the initial sync is complete, all subsequent updates happen automatically.
Contact sync
CloudCall keeps your contacts in sync with Tracker so you always have the most up-to-date information when you make or receive a call.
| What syncs | Contacts and Resources (Candidates) from Tracker to CloudCall. |
|---|---|
| Who manages it | Tracker is responsible for performing the contact sync. |
| Initial setup | A full contact sync must be triggered by Tracker at the start of your onboarding. |
| Ongoing sync | After the initial sync, contacts added, updated, or deleted in Tracker are synced automatically. |
| Sync time | Allow approximately 3 hours for changes to appear in CloudCall after a contact is created, updated, or deleted. |
Good to know
Changes made directly in CloudCall are not written back to Tracker — Tracker is the system of record for contact data. If a contact isn't appearing in CloudCall, check whether the initial full sync has been completed.
Call & SMS activity sync
Every call you make or receive through CloudCall is automatically logged in Tracker, giving you a complete activity history without any manual data entry.
Call sync
What gets synced for every call
| Call information | Duration, direction (inbound/outbound), date and time. |
|---|---|
| Call notes | Notes and categories added in the CloudCall softphone are synced to Tracker. |
| Call summary | Summary text from CloudCall is synced (note: links are not supported by Tracker). |
| Call recordings | If call recording is enabled, recordings are stored in Tracker under the Activity section and can be played back directly within Tracker's native media player. |
Call recording note
Tracker doesn't support external recording links. Recordings are played back using Tracker's own built-in media player — links that open recordings in the CloudCall softphone are not supported.
SMS sync
SMS sync works differently from call sync — review these rules to understand what is and isn't logged.
| Inbound SMS | All inbound SMS messages are synced to Tracker. |
|---|---|
| Outbound SMS | SMS sent from CloudCall apps (softphone, mobile) are not synced to Tracker. |
| Tracker-native SMS | SMS sent directly from within Tracker are synced automatically. |
| First message rule | Inbound SMS is only synced for a contact if the first SMS to that contact was sent from within Tracker. |
| Daily limit | CloudCall syncs a maximum of 1 SMS per contact per day to Tracker — this is consistent with all CRM integrations. |
Tip — getting the most from SMS sync
To ensure inbound SMS messages are captured in Tracker, always initiate the first SMS to a contact from within Tracker's native interface. For outbound SMS, use Tracker's built-in SMS feature — messages sent this way will be fully logged.
Contact screen pop
When a call comes in or goes out, CloudCall can automatically open the matched contact or candidate record in Tracker — saving you time searching and giving you instant context.
| Trigger | Fires for both inbound and outbound calls. |
|---|---|
| What opens | The matched Contact or Candidate page in Tracker. |
| Requirement | The "Open CRM deeplink when calling" setting must be enabled in your CloudCall settings. |
| Note popup | Tracker doesn't support a note popup — notes taken in CloudCall during a call are not merged with CloudCall activity in Tracker. |
How to enable screen pop
- Go to your CloudCall settings in the Workspace.
- Enable "Open CRM deeplink when calling."
- Contact your CloudCall administrator or support staff if you can't find this setting.
Click to call
No need to manually dial — Click to Call lets you start a call directly from a contact record in Tracker with a single click.
| How to use | Highlight or hover over a phone number on a Contact or Candidate record in Tracker. |
|---|---|
| Action | Click the number to immediately initiate a call through the CloudCall softphone. |
| Applies to | Any phone number displayed within a Tracker contact record. |
Pro tip
Click to Call works seamlessly with Contact Screen Pop — when you click to dial, the contact record will open automatically if screen pop is enabled.
Tracker native call & SMS
Tracker includes a built-in interface for making calls and sending SMS messages directly from within a contact record, alongside the CloudCall integration.
| Where to find it | Under the "Address & Contact Information" section of any Contact or Candidate record in Tracker. |
|---|---|
| Make a call | Initiate a call directly from the contact record using Tracker's native calling interface. |
| Send SMS | Send SMS messages via Tracker's native SMS interface — messages sent here are fully logged in the activity feed. |
| Outbound SMS sync | Only SMS sent from Tracker's native interface are synced — messages sent from CloudCall apps are not captured. |
Every feature at a glance
Use this table as a handy reference for all key integration features and their behaviour.
| Feature | What it does | Key requirement / note |
|---|---|---|
| Contact sync | Syncs Contacts & Candidates from Tracker to CloudCall. | Initial full sync required; ~3 hrs for updates. |
| Call sync | Logs calls, notes, summaries, and recordings in Tracker. | Recordings play in Tracker's native media player. |
| Inbound SMS sync | Syncs inbound SMS to the Tracker activity feed. | First SMS to a contact must be sent from Tracker. |
| Outbound SMS sync | Outbound SMS sent from CloudCall apps are not synced. | Use Tracker's native SMS to ensure logging. |
| Screen pop | Opens the Contact/Candidate page on call connect. | "Open CRM deeplink when calling" must be enabled. |
| Click to call | Click any number in Tracker to dial instantly. | Works with screen pop if enabled. |
| Native call & SMS | Tracker's built-in call & SMS interface. | Found in "Address & Contact Information" section. |