This article explains how to use Aircall once it is connected to Zoho CRM. For instructions on configuring the integration, refer to the setup article linked in your Aircall Dashboard.

Note: Aircall does not support custom fields. You must use default Zoho CRM fields. At least one of the following modules must be active for the integration to function correctly: Contacts, Leads, or Accounts.

How call activity is logged in Zoho CRM

Once connected, Aircall automatically logs call activity to Zoho CRM.

What is logged

  • Call details appear under the Activities section of the related Contact, Lead, or Account. Logged information includes call direction, call outcome, and the Aircall line used.
  • Any call comments added in Aircall are added as Notes, along with call duration and a link to the call recording.
  • Tags applied to calls in Aircall sync to the corresponding Zoho CRM Contact, Lead, or Account.
Note: Tags must already exist in the tag list of the relevant Zoho CRM module before Aircall can sync them. For example, if you want to apply the “Demo_Booked” tag from Aircall, this tag must exist in the Zoho CRM Contact, Lead, or Account module tag list. See Zoho’s documentation to learn how to create and manage tags.

Viewing caller details and opening Zoho CRM from Aircall

With Caller Insights, Aircall displays a link to the matching Zoho CRM Contact or Lead as soon as the phone rings or while you are on a call.

  • If deals exist for the associated Contact or Lead, the two most recent ones are shown.
  • A caller name appears only when the number is saved as a contact in Aircall.

Accepted number formats

Note: Although other formats such as US3 may work in some cases, they can lead to inconsistent call logging. Aircall strongly recommends E.164 formatting with no spaces.

Troubleshooting Caller Insights

If the Caller Insights pop-up does not appear:

  • Confirm that the number is saved as a Contact or Lead in Zoho CRM.
  • Check that the number is formatted in a supported format, preferably E.164.

Creating new Accounts, Contacts, or Leads from Aircall

From the Aircall Dashboard, you can define how Aircall handles calls from new numbers. You can choose to automatically create a new Account, Contact, or Lead in Zoho CRM, or choose to take no action.

Logging WhatsApp messages in Zoho CRM

Aircall logs WhatsApp text messages in Zoho CRM in the same way as calls.

  • Messages appear in both the Timeline and Notes sections.
  • Each message is logged individually.
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Note: Only WhatsApp text messages are supported. Multimedia content such as images or PDFs is not logged.

Logging SMS activity in Zoho CRM

Aircall also logs SMS messages in Zoho CRM.

  • Messages appear in both the Timeline and Notes sections.
  • Each SMS message is logged individually.

 

How Zoho assigns note and call recording owners

In Zoho CRM, the owner of a call or note record is automatically assigned based on the following conditions:

1. User match by email address

If the user who handled the call has:

  • An active user account in the Zoho CRM instance where the integration is installed, and

  • An active Aircall account,

  • The same email address in both systems,

then Zoho assigns the call and note records to that specific user.

During the call record update process, the integration searches for a Zoho user based on the email address associated with the Aircall user. If a matching user is found, ownership is assigned accordingly.

2. No matching user found

If no Zoho user is found with a matching email address, the call and note records are automatically assigned to the user who installed the integration (typically an administrator).