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-up

Clicking 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 call

When 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

The Aircall icon at the top of the page will show with a green background, meaning that you're currently engaged in a phone call and are not available for a new one. When a call is answered, you will instantly bring you to the call page within the eDesk Voice page so that you can access information on the caller. To find out more about the eDesk Voice page, click here.

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
The call will remain in the queue waiting for another Active agent on the same phone line as you to take it. If nobody answers the call, it will be displayed under the Missed Calls section and you will be able to either Call Back the customer or listen to any voicemail they might have left (see below).

To find out more information, click here.

03 Making a phone call

Within 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
Once you add a customer as a contact on Aircall, you will be able to quickly call them in one click via the Contacts page. Simply select the Aircall phone icon on the right to initiate a call.
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. 

  1. To listen to a recording, click on the All Calls section on the eDesk Voice page.

  2. Near the top of the call, you will be able to play the recording.

05 Check Voicemails

If 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.

  1. Simply select the call in question.

  2. 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

You will also be able to listen to your voicemails directly within the ticket in your Mailbox, if you previously manually attached the order to the call.

Further Readings


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

Interested in learning about adding Tags on Aircall? Click here.