Aircall integration

Enhance your voice support with seamless Aircall and Atlas integration.

Overview

Aircall integration with Atlas allows you to monitor incoming and outgoing calls, track customer interactions, and streamline your voice support workflow. This powerful connection enables your team to maintain a complete record of customer communications, improving your overall support experience.

Let's explore how to set up and use this integration.

Setting up Aircall integration

To connect Aircall with Atlas, navigate to “ *App configuration > Integrations > Aircall ”*. You'll see a field to enter your Aircall API key.

Generate an API key by following the instructions provided in the Aircall documentation, which is linked on the integration page.

Once you've entered the API key, click "Save" to establish the connection between Aircall and Atlas.

Key features

Call monitoring

Atlas tracks various call states for your Aircall interactions. These include ringing, answered, unanswered, and voicemail-related states. When a call comes in, Atlas monitors these events and creates appropriate records based on the outcome.

Customer identification

Using the caller's phone number, Atlas identifies the corresponding customer in your database. If a matching customer is found, the call information is associated with their profile. If no match is found, a new customer record can be created based on your configuration settings.

Customizable call behavior

You can configure how Atlas responds to different call outcomes. In the Aircall integration settings, you'll find options to customize actions for answered calls, missed calls, and outbound calls.

For each of these scenarios, you can choose to create a custom event, start a new conversation, or create a closed conversation. This flexibility allows you to tailor the integration to your specific support workflow and priorities.

Configuring call behavior

To customize how Atlas handles different call outcomes, go to the Aircall integration settings. Under the "Call behavior" section, you'll see options for answered calls, missed calls, and outbound calls. For each of these, you can select one of the following actions:

Create a custom event

This is the default behavior. It logs the call as a custom event in the customer's timeline.

Start a new conversation

This creates a new open conversation in Atlas, which can be assigned to an agent for follow-up.

Create a closed conversation

This creates a conversation record but sets it to a closed state, useful for logging purposes without cluttering the active queue.

Frequently asked questions

1.Can I see call transcriptions in Atlas?

If Aircall provides a transcription for a voicemail, this will be included in the Atlas record.

2.How are outbound calls tracked?

Outbound calls are logged based on your configuration settings, regardless of whether they were answered or not.

3.Can I link existing Atlas customers with their Aircall records?

Yes, Atlas automatically links customers based on phone numbers. You can also manually link records if needed.