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Connect Aircall to Rulebase to review the calls behind your support tickets. Aircall calls do not arrive as records of their own. Each call is attached to the conversation for the ticket it belongs to, so the call is reviewed alongside the emails and chats on the same customer issue.

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Prerequisites

  • You must be an Aircall admin or account owner to complete the installation.
  • Zendesk should be connected, because Rulebase’s automatic call matching runs on Zendesk tickets.
  • You must have the Administrator role in Rulebase.

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Installation

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Step 1: connect Aircall

  1. Log in to your Rulebase dashboard
  2. Go to Settings > Integrations
  3. Find Aircall in the list and click Add
  4. Sign in with your Aircall admin credentials
  5. Authorize Rulebase to access your Aircall account

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How a call reaches a conversation

Rulebase finds Aircall calls in two ways, and both start from a ticket:
  • A recording link on the ticket. Wherever ticket content contains an Aircall recording link, Rulebase fetches that call from Aircall.
  • Phone number and time. When a Zendesk ticket is updated, Rulebase looks for an Aircall call to or from the customer’s phone number around the time the ticket was created, then links the closest match.
Either way, the call becomes a call in the Rulebase conversation and carries its direction, the customer’s phone number, and the recording. Rulebase transcribes the recording, so the call can be scored and searched like any other interaction. The Aircall user who handled the call is matched to a Rulebase employee by email address, which attributes the call to that agent for QA.

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When a call does not appear

  • No phone number to match on. Rulebase reads the customer’s phone from the Zendesk requester, or from the Caller Phone number line in the Aircall note on the ticket. A ticket with neither cannot be matched.
  • The call sits far from the ticket. Matching is anchored to when the ticket was created, so a call placed well before or well after that may fall outside the window Rulebase searches.
  • No recording in Aircall. Missed calls, and calls made with recording turned off, leave nothing to attach or transcribe.
  • A different email in Aircall. If an agent’s Aircall email is not the email on their Rulebase employee record, the call still attaches but is credited to a separate employee.