Using your Zoho Desk integration with Aircall

This article is an overview of how you can use Aircall connected with Zoho Desk: what your agents see during a call and what gets logged in Zoho Desk. To learn how to install and configure your Zoho Desk integration, please see Configuring your Zoho Desk integration.

What happens automatically

• Calls are logged in Zoho Desk Tickets with details such as the type of call, the numbers involved, the call duration, and the recording link.
• SMS, MMS, and WhatsApp messages are logged as Notes in Zoho Desk.
• An Insight Card is displayed in Aircall Workspace when you make or receive calls.

You can manage and customize the integration with the available settings, and enable or disable any feature or functionality at any point in time. What gets logged and where depends on your integration settings. For more details, please see Configuring your Zoho Desk integration.

What agents see during a call

The Insight Card is displayed based on your Record lookup settings, that is, for the first record that is found.

The default Insight Card for a Contact shows:

• The contact’s name
• The contact owner
• The account name

The default Insight Card for an Account shows:

• The account name
• The account owner
• The email ID

Both default cards also include a link to view the contact or account details in Zoho Desk, and the number of Open tickets for the contact or account.

You can enable or disable a custom Insight Card in the Insight Card settings section of the integration settings in the Aircall Dashboard. 

For a custom Insight Card, you can choose up to 5 additional details to display. A custom Insight Card is displayed for the entities for which it is enabled. If custom Insight Cards are enabled for both Contact and Account, the card is displayed for the first record or entity found based on the record lookup settings.

For more details, please see Configuring your Zoho Desk integration.

What gets logged after a call

Calls are logged in Zoho Desk Tickets with details such as:

• The type of call: inbound, outbound, or missed call
• The numbers the call was made from and to, or received on
• The call or voicemail recording link
• The call duration
• The agent or user number name through which the call was attended

The call details will also include:

Notes and comments

Any comments or notes added during the call are logged in Zoho Desk as Notes, and indicate the name of the user who added them.

If a call is assigned to another user, or transferred to an internal or external number, those details are also added as Notes.

Call recording link

The call recording link is added as a Note.

Messages

SMS, MMS, and WhatsApp messages are logged in Zoho Desk as Notes, with details such as:

• The direction of the message: sent or received
• The numbers the message was sent from and to, or received on
• The message text
• Any media file sent or received through the MMS or WhatsApp channel

Media files are added as attachments to the notes for WhatsApp and MMS messages.

Tags

Tags are added as tags to the specific ticket in Zoho Desk.

AI transcription and insights

Call transcription, along with AI Assist insights (Call Summary, Key Topics, Sentiment, and Action Items) and AI Assist Pro insights (Playbook and Custom Summary), are logged in Zoho Desk as Notes. You can manage the logging of transcription and AI insights with the AI Insight Logging setting. For more details, please see Configuring your Zoho Desk integration.

AI Voice Agent call logging

The Aircall and Zoho Desk integration supports logging of both inbound and outbound calls handled by the AI Voice Agent.

When using the Voice Agent, inbound or outbound calls can follow two possible paths:

• Voice Agent only: the inbound or outbound call is handled entirely by the Voice Agent without transfer.
• Voice Agent → Aircall user: the Voice Agent transfers the inbound or outbound call to a human Aircall user, or the outbound call is transferred externally.

In both cases, calls are logged in Zoho Desk as inbound or outbound handled calls to ensure accurate reporting and visibility. You can find below a visual example:

Voice Agent only (inbound and outbound)

For calls handled entirely by the Voice Agent:

• Calls are logged as inbound or outbound calls handled by AIVA.
• It is immediately clear from the log that the call was 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 an inbound or outbound call is transferred from the Voice Agent to a human Aircall user, or an outbound call is transferred externally, logging depends on whether the transfer is answered or missed in the case of inbound calls, and answered in the case of outbound calls.

Answered transfer (inbound and outbound)

If the agent answers the transferred call, it is logged as an inbound or outbound answered call. For reporting clarity:

• The title includes both the Voice Agent and the human Aircall user’s number name.
• Notes from both the user and the Voice Agent are logged.
• Tags indicate it was a Voice Agent call, alongside any user tags.

Inbound, 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.

Inbound, 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.

Outbound, unanswered transferred

If an AI Voice Agent’s outbound call is transferred to a human Aircall user or team and goes unanswered, it is logged as an outbound unanswered call, including the Voice Agent and user or team details. The log includes:

• A title showing that the call was transferred by the Voice Agent, as well as the Aircall user’s number name or team name.
• Notes from the Voice Agent.
• The recording of the call.
• Tags showing it was a Voice Agent call.

Outbound, transferred externally

When an AI Voice Agent’s outbound call is transferred externally, it is logged as an outbound call transferred to an external number, showing the Voice Agent’s name and the external number. The log includes:

• A title showing that the call was transferred by the Voice Agent externally, along with the external number.
• Notes from the Voice Agent.
• The recording of the call.
• Tags showing it was a Voice Agent call.

New contacts and records created from calls

New contacts and accounts can be created in Zoho Desk. You can enable or disable this in the Zoho Desk settings section of the integration. If enabled, you can choose which type of record should be created in Zoho Desk. For more details, please see Configuring your Zoho Desk integration.

A new contact or account is created when calls or messages are sent or received. For a new contact or account, the phone number is recorded in the Phone field.

Contact sync

Contacts with a phone number can be synced from Zoho Desk to Aircall. You can enable or disable this feature in the Zoho Desk settings section of the integration settings in the Aircall Dashboard. For more details, please see Configuring your Zoho Desk integration.

If contact sync is enabled, contacts from Zoho Desk are synced to the Aircall phone system. The contact name, email ID, and phone number are synced. If a contact’s name or phone number is updated in Zoho Desk, the update is also synced to Aircall. For more information, please see Synchronising your integration contacts to Aircall.

Supported phone number formats

The Zoho Desk integration supports multiple number formats apart from E.164. Phone numbers can be stored in any Phone or Mobile field of Zoho Desk for a contact, and in the Phone field for an account. The integration can search for a record in these fields.

FAQs

Why do notes in Zoho Desk show the wrong owner?

Notes added to Zoho Desk show the owner as the person or admin who installed the integration, not the person who attended the call. This is a limitation of the Zoho Desk API, which does not allow specific owner details to be passed. For comments or notes added in Aircall Workspace during the call, the name of the agent or user is shown as part of the notes.

Are call details and AI insights logged as separate notes?

No. All information for a call, including AI Insights, is logged as part of one note in Zoho Desk, and all information logged by Aircall is logged as a private note.

Why are transcription and AI insights not logged in Zoho Desk?

If the AI Assist or AI Assist Pro package is not enabled for your company, the AI insight logging settings are disabled, and transcription and AI insights are not logged in Zoho Desk.

Which phone fields does the integration search?

The integration can search a record in any Phone or Mobile field for a contact, and in the Phone field for an account.

Which record is the Insight Card displayed for?

It is displayed for the first record found, based on your record lookup settings. If custom Insight Cards are enabled for both Contact and Account, the card is displayed for the first record or entity found.