Integration Features
Gorgias data in your Aircall Insights cards
When an inbound or outbound call with an Aircall number is started, the integration will query your Gorgias customers by phone number. If it finds one, the contact information will be displayed in the Aircall Insight Cards. The information displayed will include the customer name, email, notes from Gorgias and a link to open the Gorgias customer directly from the call.
Ticket creation
A ticket will be created when a call is answered or when a call is missed.
When the call is answered or missed, the integration will find the customer by phone number and create a ticket linked to the customer. If a customer is not found:
- If the customer exists as a contact in Aircall and not in Gorgias, the integration will create a new customer in Gorgias with the customer first name, email (if available in Aircall contact), and telephone number
- Otherwise, the integration will create a Gorgias customer with the name (Aircall New Contact +phone number), the telephone number and a fake email (random_number@aircall.io)
In both cases the title of the ticket will be: "[Call direction] call: [customer name/Phone number]", the channel will be Phone, and will have some tags applied. (Check below to see what kind of tags get applied)
When the Aircall user has the same email address as a user in Gorgias, the integration will assign the ticket to that user, otherwise the ticket remains unassigned.
After the call ends the ticket status will be set to Open.
Automated ticket comments
As part of the integration the following comments will also be automatically added to the ticket:
- Call answered
- When a call is answered an internal note will be added by the integration on behalf of the agent who dialed or answered the call. The note will have the following data: Start time, answered time, call direction, customer phone, Aircall number, IVR Options, Aircall team.
- Call ended
- When a call is ended an internal note will be added by the integration on behalf of the agent who dialed or answered the call. The note will have the following data: End time, assignee, duration, asset (link to Aircall dashboard), voicemail, missed call reason, agent notes.
- ⚠️ Please Note: When a call is not answered, the comments from Call answered and Call ended are merged.
- Call commented
- An agent can add notes during and after a call in the Aircall phone app. In those cases, and if the call was logged to Gorgias, an additional internal comment will be added to the Gorgias ticket on behalf of the agent.
Tag sync
The following tags are automatically created in Gorgias after every call:
- Aircall → Created as soon as the first call happens
- Inbound call → Created when you receive your first inbound call
- Outbound call → Created when you make your first outbound call
The following tags will be created after every call, when applicable or selected by agents:
- Agent selected tags → Any Aircall Tags selected by the agent during or after a call
- Aircall number → Name of the Aircall number used to dial or receive the call
- Aircall Team → Name of the Aircall team that dialed or received the call
- Voicemail → Added when a customer leaves a voicemail
- Callback Request → Added when a customer requests a callback
- Called back → Added when calling back a customer who requested a callback
The tags will be applied to tickets created by the integration. With these tags you will be able to utilize different Gorgias features such as reporting and custom views to organize and analyze tickets as your team needs.
1-way contact sync
If an Aircall contact doesn’t exist in Gorgias the integration will create one for you.
Customers will be created with the saved Aircall email and first name, as well as an internal note informing you that we couldn’t find that customer by phone in Gorgias. In case your Aircall contact doesn’t have an email, the Gorgias customer will be created with a generic Aircall email.
Secure setup & Aircall number selection
The integration uses OAuth protocol to securely connect to Aircall and provide easy user experience. If you are logged in and have admin permissions, you can install it in a few clicks starting from the Gorgias Dashboard.
Thanks to this, during the installation flow you will also be able to select what Aircall numbers you want to connect to Gorgias and you will receive tickets and tags only for inbound or outbound calls on those numbers selected.
Current Limitations & Known issues
Gorgias API Rate limits
As a Gorgias user, you have a limit on the calls your integrations can make to the API. When the limit is reached the integration will automatically be disabled. If that happens often, contact the Gorgias customer support team to see what can be done.
What limit do I require?
At the time of this writing the limit is 80 API requests every 40 seconds. The Aircall integration makes about 7 API requests per phone call, but it can be up to 12. You will need to consider this number and the maximum amount of calls you may receive. Please be aware that the limit of 80 API calls every 40 seconds also includes API requests made by your other integrations.
My integration is automatically disabled
The integration will be disabled in two cases:
- The authorization you provided during the integration installation has been removed. This means an admin in your organization has uninstalled the Aircall integration from Gorgias. To fix this, simply reinstall the integration from the Gorgias dashboard.
- You have reached the Gorgias API limit
As mentioned above, Gorgias imposes a rate limit for API requests. This is per account and Aircall is unable to change this. When the integration receives a limit error from Gorgias, the integration in the Aircall Dashboard is disabled. To enable the integration this you will need to activate the integration again and contact Gorgias support to see if it’s possible to increase your limit.
Tickets are not created for the right customers
The integration uses a specific phone number format to find customers. At the time of this writing the format matches the default format used by Gorgias to store phone number details. Example for Spanish number: +[International code][Phone number] → +34666444555.
If the number is stored in a different format the contact information will not be found, and a new contact will be created.
Tickets are not assigned to the correct users
The integration uses the email of the Aircall agent to find internal users in Gorgias. If the Aircall user email doesn’t match the Gorgias email, the integration will leave the ticket unassigned.
Comments are not assigned to the correct users
The integration uses the email of the Aircall agent to find internal users in Gorgias. If the Aircall user email doesn’t match the Gorgias email the integration will find the first user with Admin permissions and use that Admin as the commenter.
Comments are not created
The integration uses the email of the Aircall agent to find internal users in Gorgias. If the Aircall user email doesn’t match the Gorgias email the integration will find the first user with Admin permissions and use that Admin as the commenter. If we can’t find a user, and there is no Admin, the comment won’t be added.
Tickets are not created
If the Aircall user email doesn’t match a Gorgias email and there is no admin, we won’t be able to create comments and without comments we won’t be able to create tickets. Ensure there is at least one user with Admin privileges to be used as fallback for these cases.