Features applying to all modules
The following features will be available regardless of which module you install:
Contact Sync
Contacts are synchronized between Odoo & Aircall:
- When a contact is created or updated in Odoo:
The contact will also be created or updated in Aircall. In some cases it can take up to 5 minutes for the update to happen.
Also note, if you edit the phone number in Odoo this will create a new contact in Aircall. This happens because once the number is edited we can no longer find the customer in Aircall with the new number. - Handle Multiple Contacts with same phone Number:
Able to handle multiple contacts sharing the same phone number. In the case that you have multiple contact with the same phone number, Insight cards will display a link to the matching contacts, and when clicking on the insight card you will be taken to a page with a list of contacts with that number. From there you can choose where to add the log note or activity after the call has ended. - Find contacts by Mobile and Phone Number Fields:
The integration will find your contact regardless of the field used to store the phone number. - Configurable Unknown Contact Creation:
Decide what happens when a contact is not found in Odoo during inbound calls. You can decide if you want to create an unknown contact to get you started, which will only have the phone number.
Click to Dial
Thanks to the integration, you can make calls from Odoo with click to dial by clicking on the call button.
Embedded Aircall Dialer
The Aircall dialer is embedded within Odoo allowing you to make and receive calls without needing to leave the tool. You can find the dialer in the top navigation bar. For the embedded dialer to work you will need to contact customer support and ask them to whitelist your Odoo domain.
Call management
- Summary of calls:
A summary of the calls is added to the contact object after the call has ended (it can take up 1 minute while the recording and voicemails are processed.)
When there is only one contact with the phone number of the customer, the summary will be automatically logged into that contact. If there are more than one contact you will need to click on the insight cards and select the contact where you would like to log it, otherwise it won’t log anywhere.
The summary of the calls will have the following fields:
- Call ID
- Number → Customer Number
- Call Qualification → Call direction and user
- Call Duration → In seconds
- Waiting Time → In seconds
- Talk Time → In seconds
- Tags → Tags applied to the call by the agent
- Comments → Comments added to the call by the agent
- Calls history:
A list of calls will be added to the contact under Aircall details tab. There you can find a list of calls with the user, contact name, numbers and link to recordings. If you click on those calls, a menu with more data will show.
When there is only one contact with the phone number of the customer, the call activity will be automatically logged into that customer. If there are more than one contact you will need to click on the insight cards and select the contact where you would like to log it, otherwise it won’t log anywhere.
The history of the calls will have the following fields:- By User → Aircall User
- Contact name → Link to contact in Odoo
- Phone Number→ Number dialed or receiving the call (the customer number)
- Date → Date and time of the call
- Call type → Direction of the call
- Recording → If enabled, link to the call recording
- Call Duration → In seconds
- Waiting Time → In seconds
- Aircall Number → Aircall number
- Tags → Tags applied to the call by the agent
- Notes → Comments added to the call by the agent
Phone number permission management
In the settings, you can select what phone numbers you want to log activity with for the different modules.
Odoo CRM features and additional information
The Aircall Module for Odoo CRM includes all basic features listed above plus the following features:
Opportunity details in Insight cards
Insight cards will show opportunity details. If there is only one it will show that opportunity name, and if there are more it will show you a prompt to choose an opportunity. There will always be a link to see the matching opportunities.
Add Call log to opportunity
During the call, click on the insight cards link and select the available opportunities where you want to log the call details. Please note: Even if there is only one contact it won’t add it by default. Remember to check the opportunity where you want to add the note.
Autofill Data on new Lead
When you click on insight cards, if you decide to create a new opportunity, the data from the contact will be automatically filled with the email, name, phone number, and mobile number. You can also select to add a log note.
Odoo Helpdesk features and additional information
The Aircall Module for Odoo Helpdesk includes all basic features listed above plus the following features:
Ticket details in Insight cards
Insight cards will show ticket details. If there is only one it will show that ticket name, and if there are more it will show you a prompt to choose a ticket. There will always be a link to see the matching tickets.
Autofill Data on new Ticket
When you click on insight cards, if you decide to create a new ticket, the data from the contact will be automatically filled with the email, name, phone number, and mobile number. You can also select to add a log note.
Configurable Ticket Management During Calls
You can decide how the integration behaves when a customer is found via the phone number. You have 2 options:
- Create New Ticket:
The integration will create a new ticket linked to the customer profile. If you have more than one contact with the same phone or mobile number it will link to the first contact. The ticket title will be [Customer name] ticket, and the customer data will be added to the different fields. Check the section Autofill Data on new Ticket above for more information. - Add Log notes to Existing Tickets:
The integration will be allowed to add log notes to existing tickets during an ongoing call. In this case, no other fields will be changed by the integration. In the case that the contact has multiple tickets, you will need to select which ticket you want to log the activity to, otherwise it won’t log. Please note that the behavior in case multiple contacts are found is the same as explained above.