Aircall Help Center | Using your Outreach integration

This article explains how call activity, user association, and prospect details work when Aircall is connected to Outreach. For guidance on configuring the integration, see the setup instructions linked from your Aircall Dashboard.

How call activity is logged in Outreach

When Aircall is connected to Outreach, call activity is logged automatically on the relevant Prospect profile.

What is logged

Call details appear in the Calls section of the Prospect profile. Logged information includes whether the call was inbound or outbound, answered or missed, and the name of the Aircall line used.
All comments or notes added in Aircall are logged, along with a link to the call recording.
Any tag added in Aircall is logged in the Notes field in Outreach.

Note: A Prospect with a matching phone number must already exist in Outreach. Calls cannot be logged without a corresponding Prospect record.

How call dispositions are handled

Call dispositions are sent to Outreach based on the call's answered status.

Answered calls are logged with disposition id: 1.
Unanswered calls are logged with disposition id: 2.

Outreach then matches these disposition IDs to the appropriate disposition values in your Outreach instance. This default behavior cannot be changed from the Aircall integration settings.

How to identify which Outreach disposition values match IDs 1 and 2

Steps:

Go to Administration, then select Calls.
With the Dispositions page open, open Chrome Developer Tools and navigate to the Network tab.

Filter the results by disposition.
Reload the page.
Review the entries to see which disposition IDs correspond to which values.

If your disposition settings are missing or need to be adjusted, contact Outreach Support to create or modify them.

How calls are associated with users in Outreach

For a call to be linked to a specific user in Outreach, the call must have an associated user in Aircall and that user must have the same email address in Outreach.

Outbound and answered inbound calls

These calls include a user in Aircall.
Aircall searches Outreach for a user with the same email address.
- If a match is found, the call is logged under that user.
- If no match is found, the call is logged under the first admin user returned by the Outreach API.

Missed inbound calls

Missed inbound calls do not have an associated Aircall user.
Since no email match can be made, the call is logged under the first admin user returned by the Outreach API.

Viewing Outreach information during calls

Aircall Insight Cards provide direct visibility into Prospect details and quick access to Outreach.

A link to the Prospect's Outreach profile appears as soon as the call starts ringing or while the call is active.
All standard phone fields, including mobile and work numbers, are recognized.
If the number does not match an existing Prospect, you can choose to create a new profile automatically.

Aircall’s Outreach integration accepts phone numbers only in E.164 international format.

Tip: S:
If caller details do not appear in Aircall, verify that the phone number exists on a Prospect in Outreach and that it is stored in the supported E.164 format.

How call activity is logged in Outreach

When Aircall is connected to Outreach, call activity is logged automatically on the relevant Prospect profile.

What is logged

Call details appear in the Calls section of the Prospect profile. Logged information includes whether the call was inbound or outbound, answered or missed, and the name of the Aircall line used.
All comments or notes added in Aircall are logged, along with a link to the call recording.
Any tag added in Aircall is logged in the Notes field in Outreach.

Note: A Prospect with a matching phone number must already exist in Outreach. Calls cannot be logged without a corresponding Prospect record.

How call dispositions are handled

Call dispositions are sent to Outreach based on the call's answered status.

Answered calls are logged with disposition id: 1.
Unanswered calls are logged with disposition id: 2.

Outreach then matches these disposition IDs to the appropriate disposition values in your Outreach instance. This default behavior cannot be changed from the Aircall integration settings.

How to identify which Outreach disposition values match IDs 1 and 2

Steps:

Go to Administration, then select Calls.
With the Dispositions page open, open Chrome Developer Tools and navigate to the Network tab.

Filter the results by disposition.
Reload the page.
Review the entries to see which disposition IDs correspond to which values.

If your disposition settings are missing or need to be adjusted, contact Outreach Support to create or modify them.

How calls are associated with users in Outreach

For a call to be linked to a specific user in Outreach, the call must have an associated user in Aircall and that user must have the same email address in Outreach.

Outbound and answered inbound calls

These calls include a user in Aircall.
Aircall searches Outreach for a user with the same email address.
- If a match is found, the call is logged under that user.
- If no match is found, the call is logged under the first admin user returned by the Outreach API.

Missed inbound calls

Missed inbound calls do not have an associated Aircall user.
Since no email match can be made, the call is logged under the first admin user returned by the Outreach API.

Viewing Outreach information during calls

Aircall Insight Cards provide direct visibility into Prospect details and quick access to Outreach.

A link to the Prospect's Outreach profile appears as soon as the call starts ringing or while the call is active.
All standard phone fields, including mobile and work numbers, are recognized.
If the number does not match an existing Prospect, you can choose to create a new profile automatically.

Aircall’s Outreach integration accepts phone numbers only in E.164 international format.

Tip: S:
If caller details do not appear in Aircall, verify that the phone number exists on a Prospect in Outreach and that it is stored in the supported E.164 format.