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 make, answer or decline a call via Aircall 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 The Aircall pop-upClicking on the Aircall icon at the top of your eDesk account will open the Aircall pop-up screen. This is where you will receive phone calls.
02 Receiving a phone callWhen you receive a phone call within your eDesk account, all the agents with an Active status and on the same phone line as you will see the Aircall pop up appearing on-screen. The pop-up will display the phone number or full name of the client trying to reach you (if it's already a contact).
Click on the green icon to answer the call or on the red icon to decline the call.
If you choose to ANSWER the call
Note: If this is an existing contact ringing you, their name as well as order placed, tickets opened etc. will be automatically pre-filled by eDesk. But if it's a brand new contact ringing you, you will be able to add all of the data manually during the call (see example below).
- If you choose to IGNORE the call
To find out more information, click here.
03 Making a phone callWithin eDesk, you will be able to make phone calls from various different ways.
- Manually through the Aircall pop-up
You can very easily click on the Aircall pop-up at the top of your screen and manually type the number you want to reach. Alternatively, if the customer you're trying to reach is already a contact, you can start typing their name. To make the call, press the green phone icon then.
- Initiating a call from the Contacts Page
Tofind out more about the Contacts page, click here.
04 Check Call Recordings
Any call you make or receive will be recorded within your eDesk account so you will be able to listen to it directly on-screen.
To listen to a recording, click on the All Calls section on the eDesk Voice page.
Near the top of the call, you will be able to play the recording.
05 Check VoicemailsIf you and your team miss a call, the contact has the possibility to leave a voicemail. If available, voicemails will be stored in various places within your eDesk account.
Via the Missed Calls screen
When a call is missed, you can consult your voicemails via the Missed Calls section on the eDesk Voice page. To find out more about this, click here.
Simply select the call in question.
In the Details tab, you will be able to play the voicemail instantly.
Note: if there are 0 voicemails available, the voicemail section within the details panel won't display.
Via an eDesk ticket