Some Aircall users notice that call logs appear at different times in their connected tools. This article explains why that happens and what to expect, so your team can interpret logs correctly.

Symptoms

  • Some call logs appear delayed in your integration.
  • Certain logs are created or updated later than others for the same time period.

Why this happens

Aircall sends call data to many integrations based on specific call events. In several integrations, call logs are triggered by either the moment the call is answered, or the moment the call ends.

  • For answered calls, the log is created as soon as the call is answered, then updated with the call.ended event, which occurs 30 seconds after the call is hung up.
  • For unanswered calls, the log is created only after the call.ended event, which occurs 30 seconds after the caller hangs up.

Because of this logic, answered calls will appear in your integration more quickly than unanswered calls.

Note: Answered calls create a log immediately upon answer, then receive an update 30 seconds after hang up. Unanswered calls wait for the call.ended event, which occurs 30 seconds after the caller hangs up.

What you can do

At the moment, the timing for call logging cannot be adjusted. It is important that your team and anyone using the integration understands this behavior.

Steps:

  1. Share this logging behavior with your team so they know why some logs appear sooner than others.
  2. When reviewing unanswered calls, wait for the call.ended event window to pass before expecting the log to appear.
  3. If needed, document internal expectations that answered calls will log sooner, while unanswered calls may appear only after the 30 second post hang up delay.
Important: There is currently no setting to modify or speed up the timing of call logging.