Connect Aircall to call your customers without leaving Atlas. Agents click the call button on the customer card, Aircall places the call, and Atlas adds it to the customer's timeline. You also choose what Atlas does with answered, missed and outbound calls, for example opening a ticket so nobody forgets to follow up.

Think of it like this:

The customer's profile in Atlas has a phone number. That's how Atlas knows which customer is on the line.
Your agent clicks "Call customer" on the customer card. The Aircall Workspace app opens with the number ready, and the agent clicks Call.
After the call, Atlas adds it to the customer's timeline. Depending on your settings, it appears as a ticket or an event, with the agent and the call duration.

Setup has three parts: an Admin connects Aircall in Atlas, each customer you want to call needs a phone number in Atlas, and each agent installs the Aircall Workspace app on their computer.

Related articles:
• How to configure the info pane (side pane): Where the customer card and call button live.
• How to create and manage customers: Add or edit a customer's phone number.

Key Features

Call from Atlas: Click "Call customer" on the customer card. Aircall Workspace opens with the number ready to dial.
Calls in the timeline: Calls to and from your customers appear in their timeline, with the agent and the call duration.
Call handling: Choose whether answered, missed and outbound calls open a ticket, add a closed ticket or add an event to the timeline.
Monitored numbers: Choose which Aircall numbers Atlas listens to.
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.
Auto-archive: When a linked ticket is closed, Atlas archives the call in Aircall.

How the integration works

Four pieces work together. If one is missing, the call button won't appear or calls won't reach Atlas.

Piece	Where you set it up	Why it matters
Aircall API ID and API token	Aircall Dashboard: "Integrations > API keys"	Let Atlas connect to your Aircall account.
Aircall settings in Atlas	Atlas: "App Configuration > Integrations > Aircall"	Choose the numbers Atlas monitors and what happens with each call.
Customer phone number	Atlas: the customer's profile	Atlas matches calls to customers by phone number. Without it, there's no call button.
Aircall Workspace app	Each agent's computer	Places the call when the agent clicks "Call customer".

How to connect Aircall to Atlas

Requirements:
• You must be an Admin in Atlas.
• You need permission to create API keys in your Aircall account.
• Your Aircall account needs at least one phone number.
• Each agent who makes calls needs the Aircall Workspace app installed and signed in.
• To reply to call tickets, the SMS channel must be set up. To learn how, read: How to set up the SMS channel.

Part 1: Generate an API key in Aircall

In Atlas, click the main menu button and select "App Configuration" .
Click "Integrations" and select "Aircall" .
Optionally, click the "here" link or "Instructions" to open Aircall's guide for creating API keys. For help, read Aircall's guide (https://support.aircall.io/hc/en-gb/articles/10375395181853-Where-to-find-my-Aircall-API-Key).
In a new tab, open your Aircall Dashboard and go to "Integrations > API keys".
Click "Generate API key".
Enter a "Key name", for example "Atlas integration".
Copy the "API ID" and the "API token", then click "Save".

Warning:
Aircall shows the API token only once. Paste it in Atlas right away, and never share it in tickets, chats or emails. If it's ever exposed, delete the key in Aircall and generate a new one.

Part 2: Connect Aircall in Atlas

Back in Atlas, on the Aircall page, paste the API ID in "API ID".
Paste 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.
In "Monitored phone numbers", select the Aircall numbers Atlas listens to. Leave it empty to process calls from all your numbers.
Under "Call handling", choose an action for "Answered call", "Missed call" and "Outbound call" (see the table below).
Optionally, under "Additional settings", turn on "Auto-archive in Aircall".
Click "Save".

Action	What Atlas does	Good for
Add a custom event	Logs the call as an event in the customer's timeline. No ticket is created. This is the option selected when you connect.	Keeping a record without adding work to the queue.
Open a new ticket	Opens a ticket for the call, which can be assigned to an agent.	Calls that need follow-up, like missed calls or support calls.
Add a closed ticket	Records the call as a closed ticket, so it stays out of the active queue.	Calls that were resolved during the call.

Part 3: Add the customer's phone number in Atlas

Atlas matches calls to customers by phone number. The "Call customer" button only appears when the customer has a phone number saved in Atlas.

Click the main menu button and select "Customers" .
Search for the customer and open their profile.
On the customer card, click the three-dot menu and select "Edit customer".
In "Phone", open the country list and select the customer's country.
Enter the phone number and click "Update Customer".

The number now appears on the customer card, together with the "Call customer" button.

Important:
Always save the number with the correct country code. Atlas compares it with the caller ID, so a missing or wrong country code means the call won't be linked to the customer.

Part 4: Install Aircall Workspace (each agent)

Calls from Atlas go through the Aircall Workspace desktop app, so every agent who makes calls needs it on their computer.

In your Aircall Dashboard, find "Download Aircall Workspace".
Click the download for your computer, for example "Download for Windows (.msi)", or the Mac option, and install the app.
Open Aircall Workspace and sign in with your Aircall account.
Keep the app open and your status set to "Available" while you work.

How to call a customer from Atlas

Open the customer's profile, or a ticket where the customer card appears in the info pane.
Click "Call customer" (the phone icon) on the customer card.
The first time only, your computer asks which app should open phone links. Select "Aircall" and choose "Always". You won't see this window again.
Aircall Workspace opens with the customer's number filled in. Check that "From" shows the right Aircall number and click "Call".
After the call, open the customer's timeline. The call appears there with the agent and the call duration, as a ticket or an event depending on your Call handling settings.

Important:
If "Aircall" isn't in the list of apps the first time, Aircall Workspace isn't installed on that computer. Install it (Part 4), then click "Call customer" again.

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 token. If you don't plan to reconnect, also delete the API key in your Aircall Dashboard.

FAQs & Troubleshooting

I don't see the call button on the customer card.

The customer doesn't have a phone number in Atlas. Open the customer, click "Edit customer", and add the number with its country code (Part 3).

I click "Call customer" and nothing happens, or my computer asks which app to use.

Install and sign in to the Aircall Workspace desktop app (Part 4). The first time you click the button, select Aircall and choose Always.

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 at least one phone number and that the API ID and API token are correct.

The call doesn't appear in the customer's timeline.

Check that the Aircall number is selected in "Monitored phone numbers" (or that the field is empty), that you clicked "Save", and that the customer's phone number in Atlas matches the number that called, including the country code. Wait a minute and refresh the page.

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.

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.

Do agents need an Aircall license?

Yes. Each agent who makes or receives calls needs an Aircall user and the Aircall Workspace app signed in to that account.

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Table of contents

How to connect the Aircall integration

Overview