Why forwarding instead of SIP?

CloudTalk is a closed cloud call center. Call Flow Designer forwarding is the supported integration pattern.

Can I keep my CloudTalk numbers?

Yes. Numbers stay on CloudTalk.

Will the AI know who is calling?

Yes — Open looks up the caller via the CloudTalk API.

Can the AI transfer to my CloudTalk reps?

Yes. The AI bridges via PSTN to a number routing back to CloudTalk, with transcript posted to the contact.

What does this cost on top of CloudTalk?

CloudTalk keeps billing seats and minutes. Open charges per resolved conversation.

Do I need extra CloudTalk seats for the AI?

No. The AI is not a CloudTalk user.

Can I A/B test AI vs reps?

Yes — split your Call Flow Designer to send a percentage to AI.

Cloud PBX

Open for CloudTalk

Forward a CloudTalk Call Flow Designer step to Open and the AI picks up — CloudTalk keeps owning the rest of your phone system.

Try now

Setup time: Under 15 minutes
Auth: PSTN forward + CloudTalk API key
Directions: Inbound · Call transfer
Pricing: Included with Open

01 — Overview

Can I add an AI phone agent to CloudTalk?

Yes — via Call Flow Designer forwarding to a number Open provides. CloudTalk keeps owning users, numbers, and the dashboard; AI takes the calls you opt-in to.

CloudTalk is a closed cloud call center — there's no externally exposed SIP. The integration pattern is call forwarding: in CloudTalk's Call Flow Designer, a step forwards specific calls to an external phone number that Open answers. CloudTalk stays in charge of users, numbers, dialers, and the dashboard.

Practically, you provision an Open inbound number, then add it as a forwarding step in your Call Flow Designer at the point you want AI to take over. CloudTalk passes the original caller's number through so the AI knows who it's talking to. Only the specific calls you've routed to AI take the detour.

What the AI does: it greets, listens, reasons over your knowledge base and connected tools (HubSpot, Salesforce, Pipedrive, Zendesk — plus the CloudTalk API for contact lookups), and acts. When the AI needs a human, it warm-transfers back to your CloudTalk team via PSTN bridge with the live transcript attached.

CloudTalk's analytics keep working for the legs CloudTalk handled. Open adds AI-side reasoning traces, transcripts, and outcome tags so you can compare resolution rate and AHT cleanly.

Billing stays predictable. CloudTalk continues to invoice your seats and the minutes for the legs it handles. Open charges per resolved conversation — no markup, no extra CloudTalk seats.

What stays the same on CloudTalk

CloudTalk users and dashboard
Seats, queues, dialers don't change.
Numbers and Call Flow Designer
Numbers stay on CloudTalk. Call flows still own routing.
CloudTalk integrations
CRM and helpdesk integrations keep working.
Reporting
CloudTalk analytics continue for legs CloudTalk answered.

What's new with Open

A forwarding step
Specific Call Flow steps forward to an Open-provided number.
AI handles those legs
Open answers the forwarded leg and runs the conversation.
Transfers come back via PSTN
AI bridges to a number routing back to CloudTalk with transcript context.
Pricing model
Open per resolved conversation. CloudTalk keeps invoicing legs it answers.

02 — Why this works

The native CloudTalk experience

Works with CloudTalk's closed model
No SIP gymnastics — uses CloudTalk's own forwarding step.
Per-step opt-in
Pick exactly which Call Flow steps get AI.
AI knows the caller via CloudTalk API
Open looks up the caller to greet returning customers by name.
Warm transfer back to CloudTalk reps
AI escalations come back into CloudTalk with transcript context.

03 — Setup guide

Wire up CloudTalk in under 15 minutes

Two trunks — one inbound, one outbound. Both configurable from Settings → SIP in the Open dashboard.

1
Open Settings → Phone Numbers
Provision or attach an inbound number Open will own.
2
Connect CloudTalk via API
In Open: Settings → Integrations → CloudTalk. Paste your API ID + secret.
3
Pick the Call Flow step
Decide which step in Call Flow Designer should forward to AI.
4
Add Open's number as a Forward step
In CloudTalk Call Flow Designer, drop a 'Forward to External Number' node and enter Open's inbound number.
5
Pass the caller-ID through
Enable caller-ID forwarding so Open sees the real caller.
6
Assign the number to an AI agent
In Open: Channels → Phone → Agents → assign the inbound number to the AI agent.
7
Place a test call
Dial the CloudTalk number, take the AI path, and confirm Open picks up.

04 — Configuration

Settings → SIP, at a glance

A real inbound trunk for CloudTalk looks something like this. Yours are generated when you open Settings → SIP.

Forwarding step · CloudTalk

Sample

Inbound (Open): +1 (212) 555-0199Open-owned
CloudTalk step: Forward to External Number
Forward to: +1 (212) 555-0199
Pass caller-ID: Yesenable on CloudTalk
CloudTalk API: API ID + secret

05 — Security

Encrypted, audited, refundable

SIP over TLS for signaling, SRTP for media. Every call is logged with full reasoning traces. SOC 2 Type II, GDPR-aligned, HIPAA- and PCI-ready. Backed by the Open $2M Refund Guarantee.

06 — FAQ