Using your Zoho CRM integration with Aircall

What happens automatically

Once the integration is active and at least one Aircall number is connected, the following happens without any action from your agents:

• Calls are logged in Zoho CRM with direction, outcome, duration, and the Aircall number used.
• SMS, MMS, and WhatsApp messages are logged as Notes in Zoho CRM.
• An Insight Card appears in Aircall Workspace during every call, showing information about the matching Zoho CRM record.
• If a contact, lead, or account is linked to a deal or account in Zoho CRM, the call appears in those linked records too.

What gets logged and where depends on your integration settings. Please see Configuring your Zoho CRM integration for details.

What your agents see during a call

When a call is made or received, Aircall displays an Insight Card in Aircall Workspace with information about the matching Zoho CRM record. The card appears as soon as the call connects.

The record shown depends on your Record lookup settings: the integration searches Zoho CRM by phone number and displays the card for the first matching record found. The default sequence is Lead, then Contact, then Account.

The default Insight Card shows:

• Record name and owner
• A direct link to the record in Zoho CRM
• Company name (for Accounts)

If custom Insight Cards are configured and multiple linked record types are enabled (for example, a Contact linked to a Deal and an Account), cards for all linked enabled entities are shown at the same time.

For Deals, the most recently updated deal is shown, with priority given to Open deals, then Won, then Lost.

What gets logged after a call

Call details

Every call is logged in Zoho CRM as a call record against the matching Contact, Lead, or Account. The record includes:

• Call direction: inbound or outbound
• The number the call was made from and to
• The Aircall number used and the agent who handled the call
• Call duration
• The Contact, Lead, or Account the call is linked to, and any associated Deal or Account

Which record type the call is logged against depends on your Record lookup settings: the integration logs the call against the first matching record found by phone number.

If the matched Contact or Lead is linked to a Deal or Account in Zoho CRM, the call also appears as a closed activity in those linked records. Notes added during the call are visible there too, as well as in the Timeline section of all linked objects.

Notes and comments

Any notes or comments added during the call in Aircall Workspace are logged as Notes in Zoho CRM. Each note includes the name and number of the agent who added it.

If a call is assigned to another agent or transferred internally or to an external number, those details are also logged as Notes, including the agent names involved and, for external transfers, the external number.

Call recording link

The call recording link is logged based on your integration settings: either as a Note or in the Voice recording field of the call record. Logging can also be disabled entirely.

Messages

SMS, MMS, and WhatsApp messages are logged in Zoho CRM as Notes and are also visible in the Timeline section of the relevant record. Each message note includes:

• Message direction: sent or received
• The Aircall number used, and a link to the Contact, Lead, or Account the message was sent to or received from
• The message text

For MMS and WhatsApp messages that include media files such as images or PDFs, the media is logged as an attachment to the note.

Tags

Call tags added in Aircall Workspace are synced to Zoho CRM based on your Tags sync setting. Depending on your configuration, tags can be logged to the call record, to the matched Contact/Lead/Account, or to both.

AI transcription and insights

With Aircall AI, call transcription and AI Insights are logged in Zoho CRM as Notes, visible in the Timeline section of the relevant record. The following can be logged depending on your AI Entities Logging settings:

• Call transcription
• Call summary
• Key topics (as notes or as call/contact tags)
• Action items (as notes or as open tasks)
• Call sentiment
• Playbook (AI Assist Pro)
• Custom summary (AI Assist Pro)

When Action items are logged as Open tasks, they appear in the Open Activities section of the relevant record.

When a Playbook or Custom Summary is updated after the initial log, the updated version is also logged as a new note with a title indicating it is an update.

AI Voice Agent call logging

If Log calls for AI Voice Agent is enabled in your integration settings, calls handled by the AI Voice Agent (AIVA) are logged in Zoho CRM. Calls can follow two paths.

Voice Agent only

For calls handled entirely by the Voice Agent without transfer:

• Calls are logged as inbound received calls.
• The log clearly identifies the call as handled by the Voice Agent.
• Voice Agent notes are included and are easily distinguishable from other notes.

Voice Agent transferred to an Aircall user

When the Voice Agent transfers a call to a human agent, logging depends on whether the transfer is answered or missed.

Answered transfer: If the agent answers the transferred call, it is logged as an inbound answered call. The log includes:

• A title showing both the Voice Agent and the agent's name.
• Notes from both the agent and the Voice Agent.
• Tags indicating it was a Voice Agent call, alongside any agent tags.

Missed transfer: If the agent does not answer the transferred call, it is logged as a missed call, still marked as a Voice Agent transfer. The log includes:

• A title showing the call was transferred by the Voice Agent.
• Notes from the Voice Agent.
• The call recording.
• Tags indicating it was a Voice Agent call.

Missed transfer to voicemail: If the transferred call is not answered and the caller leaves a voicemail, it is logged as a voicemail while maintaining its Voice Agent transfer status. The log includes:

• A title indicating the call ended in voicemail after being escalated by the Voice Agent.
• Notes from the Voice Agent.
• The voicemail recording.
• Tags indicating it was a Voice Agent call.

New contacts and records created from calls

If a call or message comes from a number not found in Zoho CRM, Aircall can automatically create a new record based on your Contact/record creation setting. The options are: Contact, Contact + Account, Contact + Deal, Lead, Account, or Nothing.

New records are created for both calls and messages.

Contact and record sync

When Contact/record sync is enabled, Zoho CRM Contacts, Leads, and Accounts are synced to Aircall. Name and phone number are synced for each record. If a record is updated in Zoho CRM, the change is reflected in Aircall automatically. For more information, please see Synchronising your integration contacts to Aircall.

Supported phone number formats

Zoho CRM V3 supports multiple phone number formats, not only E.164. Phone numbers can be stored in any Phone-type field in Zoho CRM, and the integration searches across all available Phone fields on the record to find a match.

FAQs

Why is my call logged against the wrong contact or record?

This is usually caused by the Record lookup sequence. The integration logs calls against the first matching record it finds by phone number, following the sequence set in your Record lookup settings. Check your settings and adjust the sequence so the record type your team uses most appears first.

Why is the recording not playing inside Zoho CRM?

If your integration is set to log recordings in the Voice recording field, Zoho CRM stores only the link — the actual audio file is not uploaded to Zoho. Copy the link and open it from the Aircall Dashboard to play the recording.

Why are my tags not appearing in Zoho CRM?

Check two things: first, confirm your Tags sync setting is configured to log tags to the correct object. Second, check whether your Zoho CRM plan's tag limit has been reached for that record type. If the limit is reached, Aircall cannot add further tags until existing ones are removed.

Why do notes in Zoho CRM show the wrong owner?

Notes created by the integration are owned by the user who installed the integration. This is a limitation of the Zoho Notes API, which does not allow a different owner to be specified at the time of creation. The agent's name and number are still visible in the body of any note they added manually during the call.

Can calls be logged directly to a Deal in Zoho CRM?

Calls are logged directly to the Contact, Lead, or Account found by the integration. If that record is linked to a Deal in Zoho CRM, the call automatically appears as a closed activity in the Deal as well. You cannot log a call directly to a Deal without a linked Contact, Lead, or Account.

Why are AI insights not appearing in Zoho CRM?

Check that your account has an active Aircall AI package and that AI Entities Logging is enabled in your integration settings. Also confirm that the specific insight type you are looking for is set to Notes (or another active option) rather than Nothing. If AI Assist Pro insights such as Playbook or Custom Summary are missing, verify that your account has an AI Assist Pro package active.