How to set up an Aircall inbox in Front

Support Program Manager
Helena_Li
updated 2 wk ago

Overview

Aircall is a cloud-based phone system and call center software solution that allows you to log call activity and listen to call and voicemail recordings directly in Front. The instructions in this article are to set up the Aircall channel to receive a record of all your calls into Front as messages.

If you wish to set up the Aircall dialer plugin to make and receive calls directly from Front, please follow the instructions here.

Instructions

Step 1

Click the gear icon on the top right of Front and into the Company or Personal settings tab, depending on which space you are working with.

Step 2

Click on Inboxes on the left menu and Add an individual inbox or Add a shared inbox, depending on which space you're in. Fill in the name and description of this inbox.

Step 3

Choose Custom from the channel menu.

Step 4

Name the specific channel, such as Team Aircall.

Step 5

Click the dropdown arrow to expand the details for the custom channel that was just created.

Step 6

Expand API Endpoints, and hover over the first Incoming field to click Copy. Be sure to copy the first url in the list in order for messages to correctly sync from Aircall to Front.

Step 7

Go into your Aircall dashboard, select Companies, Integrations, and Add an integration. Choose Front from the integrations menu.

Step 8

Paste the URL from your Front channel in the URL field in Aircall.

Step 9

You should now be able to log calls in this new inbox. To have call recordings sent to Front, you'll need to make sure call recordings are activated in your Aircall settings.

Step 10

In the Front inbox, choose the teammate access for this inbox, and whether you'd like to pin this inbox for teammates.

Step 11

Complete the remainder of the inbox settings, and click Finish.

How it works

You should receive messages in Front for the following Aircall activities:

Inbound call answered (with link to call recording)
Missed inbound call
Voicemail (with link to voicemail recording)
Outbound call answered (with link to call recording)
Outbound call not answered

Comments written in Aircall will sync to Front as comments on the related conversation.

Contacts

The Aircall integration supports contact sync in a few ways:

One-way sync of contacts from Aircall to Front: if contact exists in Aircall but does not exist in Front, the first logged message will create a contact in Front with the name and phone number of the Aircall contact.
If a phone number matches an existing contact in Front: message will show that contact name as the sender and will include Aircall activities in the contact details.
If a phone number does not match a contact in Front: Aircall will create a new contact for that phone number, which you can edit later to add a name or email.

Aircall built and maintains this integration, so please contact support@aircall.io for questions and troubleshooting assistance.