Getting Set Up

Planhat uses Aircall's webhooks to listen to the "call ended" event. It is simple and fast to get set up! You simply go to "Settings" > "Integrations" > "Aircall" > copy the URL Planhat gives you and then add it to your Aircall account. Here is Aircall's information regarding webhooks.

📌 Important to note: Make sure you activate the webhook in Aircall before trying to connect Planhat. 

Aircall Settings

After copying and pasting the link from Planhat into Aircall you will need to select which actions you would like the webhook to fire on. Planhat will listen to the "call.ended" event.

How Planhat Brings in Call Logs from Aircall

When we receive a message from the webhook we match and map which account the call should be connected to by the phone number on the end-user.

To match the phone number, we remove spaces and extra characters (i.e. parenthesis) to make different formats comparable.

📌 Important to note: The country code needs to be included in Planhat since that's how we receive it from Aircall. 

Planhat will match the call both to the correct user (your colleague) and the customer contact if there is enough information. These calls will be logged as touch points in your activities.

How the Calls Will Appear in Planhat

Planhat will show information about when the call happened, how long the call was, and a link to the recording (if applicable). You will start to see the number of calls each team member has received during the time frame set. 

The calls will be logged in the following locations:

  • Conversations module (search for "Type > equal to > call")

  • Company profile

  • End-user profile

📣 Pro tip: if you have added a custom Conversation Type called "call" already, it will appear twice, you could name this custom Conversation Type something a bit different if you're using it for planning and logging activities, like "Scheduled Call." learn more about Conversation Types here 🤓.

Making Calls From Planhat

To make calls from Planhat through Aircall, be sure to download the desktop integration that they have available. 

If you'd like the green icon for Aircall to appear next to the phone number in Planhat you can also install the Google Chrome extension that's available. 

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