Prerequisites

To add this integration to your Aircall account you will need Administrator permissions within Aircall.

To allow you to set up integrations in EvaluAgent you will need to have a role that includes the permission, Manage integrations.

What does this integration do?

Our integration with Aircall will create a Webhook in your account that will be subscribed to the following events that happen in Aircall:

  • call.ended
  • call.tagged
  • call.untagged
  • call.notes

Whenever one of those events happen, Aircall will securely send EvaluAgent a message containing the contact details. We will then import that information in to EvaluAgent ready for you to use in Workqueues or manually assign contacts to your team.

You can find out more about setting up work queues here - How do I create a work queue of contacts to evaluate?

Getting Started

Our integration with Aircall is really easy to get set up! First, let's click on the App's menu located in the top right corner of your browser. Then click the option, Admin. You will then be taken to the admin area. Scroll down until you see "Integrations" and click on View to access.

If you can't see that option, please check you have the relevant permissions required (see prerequisites above).

Once you're on the Integrations screen, you will see a list of the available platforms you can integrate with.

Go ahead and click on the "Set-up" link and you'll be taken to the following screen that will then begin the authentication process with Aircall.

When your ready, click on the "Authenticate" button and you'll be taken in to Aircall so you can review the integration and move through the approval flow.

By allowing the EvaluAgent integration access we will be able to access information about your calls so we can import them into the EvaluAgent platform, ready for your team to evaluate.

The next part of the Aircall authenticate process is to select what number(s) you want to share call activity from. For this example, I've chosen the default number of the EvaluAgent Aircall account.

Once I've clicked on "Add Number" I'm taken back into EvaluAgent where we'll then create a connector.

After you've completed the authentication process, we'll automatically create a Webhook in your Aircall account that will become live immediately.

Creating your first connector for Aircall

After authenticating with Aircall you'll be brought back to the screen above. Find the Aircall integration and click on the "Edit" link.

On this screen there are 2 tabs - one showing the status of the integration (You should see "Success" here) and another tab called "Connectors".

There's already one connector setup which is the default connector and will import everything. You can choose to de-activate this if you want.

Let's go ahead and click on the "+ Add Aircall connector" button.

On this setup screen, we need to define a connector name. This will be used to identify that calls that have been matched with this connector. For example, I'm going to use the name "Inbound, Short Calls".

In the next step, I'm going to enter my filter parameters - a contact will only be linked to this connector if it meets all of the filters.

I've chosen "Direction - Inbound" and I've specified that only calls with a total duration of less than 30 seconds should match.

Once I'm happy, I'll click "Activate" and the next time Aircall sends us data via the Webhook it will check to see if the contact matches this connector.

Imported Contacts

Once we start to receive notifications of events from Aircall you'll start seeing the contacts appear in your Imported Contacts view which is in the Quality app.

You can access this view by clicking on the Apps Menu and then Quality. From the navigation bar, click on "Imported Contacts"

You can use the Imported Contacts table to manually assign contacts to evaluators. By using EvaluAgent Work Queue's we can automate the work allocation process for you.

You can find more about Work Queues and creating a queue of contacts to evaluate here - "Create a queue of contacts to evaluate"

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