How to connect the Aircall integration

Last updated October 23, 2026

Who can use this feature?
Admins only.

Overview

Connect Aircall to call your customers without leaving Atlas. Agents click the call button on the customer's contact card in the info pane, and calls to and from customers appear in their timeline. You also choose what Atlas does with answered, missed and outbound calls.

Related articles:
• How to connect the Dialpad integration: Connect Dialpad instead if that's the phone system your team uses.
• How to configure the info pane (side pane): Where the contact card and call button live.
• How to create and manage customers: Find a customer's timeline.

Key Features

Call from Atlas: Click the call button on the contact card in the info pane.
Calls in the timeline: See calls to and from your customers in their timeline.
Recordings, transcripts and summaries: View them for each call when those features are enabled in Aircall.
Optional contact sync: Update Aircall with contact data from Atlas.
Call handling: Choose an action for answered, missed and outbound calls.
Auto-archive: When a linked ticket is closed, Atlas archives the call in Aircall.

How to connect Aircall to Atlas

Requirements:
You are an Admin in Atlas and can create API keys in your Aircall account.

In Atlas, go to "App Configuration > Integrations > Aircall" .
In Aircall, go to "Integrations > API keys" and click "Generate API key". For help, read Aircall's guide.
Enter a "Key name", for example "Atlas integration", copy the "API ID" and the "API token", and click "Save".
Back in Atlas, paste the API ID in "API ID" and the API token in "API Key".
Optionally, turn on "Sync contacts" to update Aircall with contact data from Atlas.
Click "Connect to Aircall". The "Call monitoring", "Call handling" and "Additional settings" sections appear.

Warning:
Aircall shows the API token only once, so store it somewhere secure. Only paste it in Atlas, and never share it in tickets or chats.

How to configure Aircall calls

After you connect Aircall, set up how Atlas handles your calls, then click "Save".

In "Monitored phone numbers", select the Aircall numbers Atlas monitors. Leave it empty to process all calls.
Under "Call handling", choose an action for "Answered call", "Missed call" and "Outbound call" (see the table below).
Under "Additional settings", turn on "Auto-archive in Aircall" if you want Atlas to archive the call in Aircall when a linked ticket is closed.
Click "Save".

Action	What Atlas does
Add a custom event	Logs the call as an event in the customer's timeline. This is the option selected when you connect.
Open a new ticket	Opens a ticket for the call, which can be assigned to an agent.
Add a closed ticket	Records the call as a closed ticket, so it stays out of the active queue.

How to disconnect Aircall

Go to "App Configuration > Integrations > Aircall" .
In "Danger zone", click "Disconnect Aircall".
Click "Confirm".

Warning:
Disconnecting Aircall removes the integration with Atlas completely. To use it again, connect it with an API ID and API key.

FAQs & Troubleshooting

Where do I see recordings, transcripts and summaries?

In the call's entry in the customer's timeline. They appear only if the matching features are enabled in Aircall.

What does "Sync contacts" do?

It updates Aircall with contact data from Atlas. Leave it off if you don't want Atlas to change contacts in Aircall.

I see "Failed to fetch phone numbers from Aircall".

Atlas couldn't load the phone numbers from your Aircall account, so "Monitored phone numbers" has nothing to show. Check that your Aircall account has phone numbers and that the API ID and API key are correct.

How does Atlas know which customer made the call?

Atlas matches the caller's phone number to a customer and links the call to their profile.

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