Aircall is a cloud-based phone system built to support customer service and sales teams. It allows you to manage your inbound and outbound calls, and automatically build a customer profile.

This help file will guide you through how you can easily add Notes to your calls within eDesk.

Before you start

 

  • You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
     

  • You'll need an Aircall account. To find out how to create one, click here.
     

  • You'll need to have Aircall setup in your eDesk account. To find out how to do this, click here.

01 What are Notes on Aircall?

Within eDesk, you will be able to add notes during your conversations to remember important details for later. Adding notes is also helpful for your teammates, as the next agent in contact will have access to all the relevant information related to their last point of contact.

Your Notes will be visible to all teammates assigned to the same phone line. For each note left, we will display the name of the agent who wrote it and the time it was written at.

Important Note: regardless of where these notes are taken (whether it's Aircall or eDesk), they will be synced across the two platforms.

Also, good news! Aircall has a limit of 5 notes per call, whereas there are no limits in eDesk.


02 Adding Notes to your calls

Within eDesk, there are different ways to add notes to your calls. 

  • Adding Notes in eDesk

When you receive a call, you can add Notes to it via the All Calls section on the eDesk Voice page. To find out more about this, click here.

  1. Simply select the call you wish to add Notes for.

  2. Go to the Notes tab and start writing your message there.Pro Tip: don't forget that you can also mention teammates in your Notes in eDesk to get their attention.

    Note: a small red number will display next to the tab to let you know how many notes have been left on the call.

  • Adding Notes on Aircall

  1. You can add notes whilst directly talking to your customer. Simply click on the Notes icon within the Aircall pop-up at the top of your screen.

  2. You will then be able to add as many notes as you want and hit Done to save them.Note: Please remember that notes will be automatically sync between Aircall and eDesk, so it doesn't matter where you add them.

Further Readings


To find out more about using Aircall in eDesk Voice, click here.

Interested in learning about adding Tags to your calls? Click here.