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 all the Aircall data you will see while on the eDesk Voice page.


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 eDesk Voice

Clicking on the phone icon on the left-hand side of your eDesk account will bring you directly to the eDesk Voice screen where you'll find all the data you need regarding your Aircall integration.From there, you will have access to a wide range of information, as following.

02 Contacts

Your contact list is a searchable list where you can access any client information within eDesk. You'll see the contact's name, email address, phone number, the channel they ordered from and a quick link to the order they placed.

Note: the Aircall icon on the right will allow you to ring these contacts in one click. To find out more, click here.

  • How to add a new contact?
You can add a new contact directly on the Contacts page by clicking the blue Add a New Contact button.

Alternatively, you can also add a contact directly on the Aircall pop-up screen when a call is received.
Or directly on-screen when the call is in progress.

03 Calls

 Within this section, you'll find a record of every call made or received via Aircall within the eDesk account.
  • All Calls: will display a list of all the calls all agents have made, answered or missed in the eDesk account.

  • Missed Calls: will display a list of all the calls missed in the eDesk account.

Note: within each section, you will see the time of the call, its duration as well as a recording of it. You can also quickly Call Back the customer, add notes, visualize the order(s) they placed and all the previous emails they sent in eDesk.
Pro Tip: if the client information, previous tickets or Notes are available, these will always be listed in the details tab—this gives agents visibility on potential problems before even calling the customer back, hence making the call more efficient and informed.

To find out more about adding Notes to calls in eDesk, click here.

05 Tags

The Tags section will display a list of all the tags currently available for Aircall within your eDesk account. You can assign these tags directly to your calls from the Aircall pop-up or within the eDesk Voice screen.

Note: the Sync Tags button allows you to manually sync your tags on eDesk, if you added or updated them directly on Aircall for example.
To find out more about adding Tags to calls in eDesk, click here.
 

06 Voice Agents

This section will display a list of all the agents on the eDesk account that currently have access to Aircall.

Further Readings

 

To find out more about making or receiving phone calls on Aircall, click here.

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