Using your Outreach integration

Below is an overview of how you can use Aircall connected with Outreach. If you would like to learn how to configure your Outreach integration, click here.

Call activity is automatically logged in Outreach:

• Call details are logged under the Calls section of a Prospect profile, with key details about the call, including whether it was inbound or outbound, answered or missed, and the name of the Aircall line that was used

Note: In order for calls to log, it is necessary to have an existing prospect with the phone number in Outreach. 

• All call comments/notes captured in Aircall are also logged, along with a link to the call recording

• If a tag is added in Aircall, it is automatically logged to the notes field in Outreach

Call dispositions

Call dispositions are logged according to the calls' "answered" status. The integration will send "disposition id: 1" if the call is answered, if not, it will send "disposition id: 2". Then, Outreach will do the matching between its id and value and display the matching value on Outreach. 
This setting applies by default and is not configurable within integration's settings

• • In order to find out which disposition value corresponds to the id 1 and 2 in your Outreach instance, you can follow these steps:
    
    • Administration > Calls 
    • When you are viewing Dispositions in Outreach, open dev tools in Chrome and navigate to Network tab
    • Filter by "disposition" 
    • Reload the page in Chrome
    • Check the entry as shown below where you will see the ids and corresponding disposition values:

• • • If you cannot find the dispositions configured in Outreach, or need them to be changed, you can reach out to Outreach directly in order to modify or create them.

Call <> User association 

In order for a call to get associated with a specific user in Outreach, there must be a user associated with the call in Aircall and that user must have the same email address in Outreach.

• Answered inbound and all outbound calls: These calls will have a user associated in Aircall so we will have the ability to search for existing users in Outreach with the same email address.
  • If we find an existing user, then we will log the call with that user. 
  • Else, the call will get associated with the first admin user account that we are getting from the Outreach API.
• Missed inbound calls: As there is no associated user on those calls in Aircall, we cannot search for existing users in Outreach with the same email address. Thus, those calls will get associated with the first admin user account that we are getting from the Outreach API.

See who’s calling and access Outreach in one click:

• With Aircall’s Insight Cards, a link to Prospect information in Outreach will be displayed on Aircall as soon as the phone rings, or while the employee is on the phone

• All standard phone fields (i.e. mobile and work phone) are recognized

• If the phone number isn’t matched to a Prospect in Outreach, you can choose to create a new profile automatically

Accepted number formats:

• Currently the E.164 international number format is the only accepted format

• Troubleshooting: If caller details do not appear within Aircall, check to make sure that the number is associated with a Prospect within Outreach, and that the number format is supported by the integration