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AircallUpdated a month ago

Aircall is a platform that allows you to receive and place phone calls - you can connect it to Gorgias to sync phone calls as tickets and see them in the customer timeline. 

  • When a Shopper calls your company in Aircall, it creates a ticket in your helpdesk and automatically matches it with the corresponding Shopify customer. This way, your staff can edit orders while they are on the phone with the customer.
  • Your team sees previous interactions they had with customers under their timeline.
  • Get omni-channel statistics as Gorgias stats include Aircall phone data. 
When it comes to merging Aircall tickets, you can merge two tickets (and Aircall and Email tickets) from the same customer.


Steps

If you want to create a ticket in your Gorgias account for every call answered or launched from your Aircall account:

1. In your Gorgias account, go to Settings → App Store → All Apps.

2. Search for Aircall and click on it.

3. Click Connect Aircall.

4. Copy the webhook URL from the page.

5. Add a Webhook integration to your Aircall account - go to Integrations & API, then Discover Integrations, and in there click on Webhook and then install the integration.

An integration will be created automatically in Gorgias as soon as you receive or make a phone call - you won't see anything in the Aircall integrations section until the first call.


FAQs

Are voicemails also pulled into Gorgias?

Yes - for easier management, you can auto-tag voicemail tickets and place them in a separate View.

Did my Aircall integration disconnect?

You can enable an automatic notification in Aircall to always be notified when Webhooks get disabled. This setting is available on your Admin page:


How do I update my Aircall webhook?

1. In Gorgias, navigate to the Aircall integration page.

2. If you have older integrations before this date, here you'll see a warning banner with the text: "Due to security reasons, we updated the webhook URL for Aircall. Please update your integration by clicking "Connect Aircall"."

3. Click on the Connect Aircall button.

4. You'll see 2 webhook URLs - copy the one marked as Updated.

5. Navigate to the Integrations page in Aircall.

6. Search for the Gorgias webhook.

7. Click Configure.

8. Replace the current URL with the new URL copied above, the one marked as Updated in Gorgias.

Are Aircall tickets going toward the billable ticket count?

No, Aircall tickets aren't considered billable unless you continue the thread via email.

How can we integrate multiple Aircall numbers?

The new integrations should be created automatically in Gorgias as soon as you receive or make the first phone call.

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