Using Aircall with Zendesk Sell

The Aircall–Zendesk Sell integration helps teams automatically log call activity, view caller information in real time, and streamline sales workflows. This article explains how the integration works, including call logging, call outcomes, Insight Cards, and ownership rules.

Note: The Zendesk Sell integration is only available on the Professional plan (or higher) in Zendesk Sell, as it requires access to Zendesk Sell’s core API.

Important: All users using the Aircall–Zendesk Sell integration must have access to all contacts within Zendesk Sell, otherwise calls will not log. This permission can be set directly in the Zendesk Sell interface.

How Aircall and Zendesk Sell work together

When connected, Aircall automatically logs call activities in Zendesk Sell and displays caller information during each interaction.

Call activity logging

• Each call is recorded as a Call Activity in Zendesk Sell, including whether it was inbound or outbound, answered or missed, and the name of the Aircall line used.
• Call comments added in Aircall are also logged, along with a link to the call recording.
• Aircall supports automatic creation of new records based on your integration settings if a number does not match an existing Lead, Contact, or Company in Zendesk Sell.

Note: Aircall only supports the E.164 international number format.
If caller details do not appear in Aircall, ensure the number is correctly formatted and associated with a Lead, Contact, or Company in Zendesk Sell.

Caller identification and quick access

With Aircall’s Insight Cards, you can instantly see who is calling and open Zendesk Sell in one click.

• Caller information and links to their Lead, Contact, or Company page appear as soon as the phone rings or while the call is active.
• If the caller is a Contact, all related Deals are displayed, with direct links to their Zendesk Sell pages.
• Aircall recognizes all standard phone fields, such as mobile and work phone.

Setting and automating call outcomes

Aircall allows admins to define automatic Call Outcomes in Zendesk Sell, depending on the type and result of each call.

Automatic call outcomes by call type

Note: If “none” is selected, no outcome will be logged in Zendesk Sell.

Automating call outcomes using tags

Admins can enable a feature to determine Call Outcomes based on the Tags that agents apply during or after a call. If this option is enabled, it will override the default automation rules above. The most recent tag assigned to a call will define its final Call Outcome.

Enhanced Insight Cards

The integration provides detailed Insight Cards for Deals, Contacts, Leads, and Companies, giving agents key information during calls.

Deals

• Title: Deals on Zendesk Sell
• Displays up to two recent, open deals
• Includes Deal Name, Deal Value, Deal Stage, and a link to the deal page

Contacts

• Title: See [contact_first_name] [contact_last_name] page (link to contact’s page)
• Fields shown: Email, Owner, Customer status, Prospect status, and Company

Leads

• Title: See [lead_first_name] [lead_last_name] page (link to lead’s page)
• Fields shown: Company, Email, and Owner

Companies

• Title: See [company_name] page (link to company’s page)
• Fields shown: Owner, Email, Customer status, and Prospect status

Call ownership rules

Admins can define a default user in Zendesk Sell who will be assigned calls when no specific user can be identified.

Example:
If a call to your company’s main line is missed and no user answers, Aircall will automatically assign that call to the default user specified in your Aircall Dashboard settings.

Additional call logging details

Aircall now includes expanded call data in Zendesk Sell, ensuring users have full visibility into their sales activities and call performance.