How integration contacts are built and synchronized in Aircall

When contacts are synchronized through Aircall’s Contact Sync feature, Aircall combines information from your connected integrations to create a single contact entry. This article explains how contacts are formed, prioritized, edited, and stored.

Where synchronized contacts appear

Contacts that have been synced through Contact Sync can be identified in the Sources section of the contact details in the Aircall Workspace app.

How contacts are built from multiple integration sources

When Aircall receives contact information from more than one integration, the details are merged into a single contact. Aircall evaluates each source and assigns priority based on how complete the information is.

The source with the highest priority becomes the primary contact, and its information is displayed when multiple sources provide competing data.

Important: Invalid phone numbers are not synchronized. This applies to both main and secondary phone number fields.

Important: Emojis are not supported in contact attributes. Any emojis in a contact’s details will be removed in Aircall.

How concurrent contact data is handled

If multiple sources provide the same type of information, Aircall prioritizes the source with the most comprehensive data.

Example
If Salesforce contains first name, email, and company name, and HubSpot does not, Salesforce will be prioritized for those fields.

Editing an existing CRM contact

Contacts synced from integrations cannot be edited directly in Aircall.

Steps:

1. Open the contact in Aircall Workspace.
2. Hover over the integration and click on the arrow.
3. You will be taken to the corresponding CRM to make changes.

Note: Contacts stored in the integration but not yet in Aircall will sync once a call is made or received. After syncing, any updates made in the integration will appear in Aircall after the next call with the contact or after selecting Edit in the integration and then defocusing or refocusing the phone.

Impact of deleting an integration

If an integration is removed from your Aircall account, all contacts that came from that integration are also removed. Any contact details originating from that integration will no longer appear in Aircall.

Storing merged contacts

When creating a new contact, Aircall checks for an existing contact with a matching name or phone number.

If a match is detected:

• A message appears stating that a similar contact already exists
• You are asked whether you want to merge the information

If you choose to merge: All attributes from both records are combined into a single contact.

If you choose not to merge: The contact is saved as a separate record.

This ensures that you can keep contacts distinct when needed or consolidate them when they represent the same person.