Aircall

aircall integration with custify overview aircall is a cloud based phone system and call centre solution built for modern teams it integrates seamlessly with popular crms and customer support tools, offering features such as call routing, real time analytics, call recording, and collaboration tools with features like call recording, click to dial, and detailed call analytics, csms can provide more personalized, responsive, and effective support what can i do with aircall in custify? the aircall custify integration enables you to automate and streamline call management by capturing key call data within custify you can automatically log calls as events or notes access detailed call information within customer profiles improve tracking, analysis, and follow up processes related to calls how do i activate this integration? setting up the integration is simple go to settings > integrations > aircall in custify copy the webhook shown on the integration page log into aircall and paste the webhook into your aircall settings enter your aircall token in custify choose the phone number attribute for mapping purposes once completed, your aircall activity will begin syncing automatically with custify how aircall works with custify when a call made through aircall ends, the system immediately triggers an event, which is sent to custify’s servers via a webhook this event contains detailed call metadata, including the phone numbers involved, the duration of the call, call outcomes, comments, and timestamps custify then attempts to match this incoming event to a person in your database using the phone number provided in either the 'from' or 'to' fields of the aircall event the integration checks the selected people attribute (typically the "phone" field in custify) and matches it against aircall’s metadata using the following logic the primary match is made using metadata raw digits if a match is not found there, it falls back to metadata number digits an exact match is required for the integration to proceed with logging the call if a match is found, custify will perform two actions note creation a note is added to the person’s profile, tagged as "phone call " this note contains all essential call information, including the outcome, call duration, comments made by the agent, and the time of the call if applicable, the note will also appear on the associated company profile, offering a shared view for account related calls event logging an event is created in custify using the user id found on the person’s profile if no user id is available, custify will instead use the person’s email address to associate the event this ensures that call data is properly linked for analysis, workflows, and reporting additional notes on mapping logic for accurate matching, the phone numbers stored in custify must align precisely with the format used in aircall’s metadata the integration does not support partial or fuzzy matches if a mismatch occurs (e g , country code discrepancies or formatting differences), custify will not be able to associate the call with a person profile, and the event or note will not be created ensure that the phone numbers in your people profiles follow a consistent, international format to maximize successful matching if in doubt, test the integration with a few sample calls to confirm proper setup need help? if you encounter any issues during the setup or have questions about how to use the integration effectively, our support team is here to help