This article guides you through the process of integrating your Aircall phone system to log calls within Trengo. While the actual voice conversations occur through Aircall, this integration allows you to maintain centralized records, add notes, and track call history directly within Trengo.

Key Steps:

  1. Creating an Aircall Integration Channel:
    - Navigate to the "Settings" -> "Voice" section within Trengo.
    - Add new Channel.
    - Switch to “Phone calls via SIP devices”
    - Select "Aircall" as the integration type.
    - Initiate the creation of a new Aircall channel.
    - Name the channel - how it will appear in Trengo.
    - Select Teams that will have access to the tickets in the channel.
    - Enter the phone number that you need to create the channel for. This is the same phone number you have in your Aircall account. Please, note that one phone number can be used in only one channel in Trengo.
    - Adding SIP devices is optional at this step.
    - Click “Create channel”.
  2. Configuring Phone Numbers:
    Select the Aircall phone numbers you want to log within Trengo
    - Ensure these numbers are in international format (e.g., +1XXXXXXXXXX).
    - You might be able to select all numbers, or just specific ones.
  1. Webhook Setup: 
    You need to configure Trengo’s webhook URL in your Aircall settings:
    - In Trengo - open the newly created Aircall channel - scroll to the bottom of the page, and copy the webhook URL.
    - In Aircall - you can either access this URL (https://dashboard.aircall.io/applications/webhook/webhook/0), or go to “Integrations & APIs” page → use search for “Webhook” → Install.
  1. Call Logging and Notes:
    - Once the integration is set up, missed, inbound and outbound calls made through Aircall will be logged in Trengo.
    - You can then add internal notes, labels, and other relevant information to each call log in Trengo.
    - Call details such as time, duration, and caller ID should be automatically logged.
    - You will see in real time if a call is in progress, finished, or missed.

Important Notes:

- Voice Conversations: Remember that the actual voice conversations occur through Aircall's platform or devices. Trengo is used for logging and managing call information.
- Data Synchronization:
Depending on the integration, there might be a delay in call logs appearing in Trengo.
- Permissions:
Ensure that the Aircall user account used for integration has the necessary permissions to access call logs and other relevant data.
- Troubleshooting:
If calls are not being logged, double-check your Aircall API connection, webhook settings, and user permissions.

By integrating Aircall withTrengo, you can streamline your communication workflow and maintain a centralized record of all your Aircall calls. This integration allows you to enhance your customer service, improve team collaboration, and gain valuable insights into your call data.