Odoo v2 - Integration Features – Aircall

Getting started

Installation & supported modules and versions

For more information on installation and supported modules, please visit:

After installing the integration, users can enable the connection with the different Odoo apps. Currently, the integration works with the Contacts, CRM and HelpDesk Odoo apps.

Integration Features

Features applying to all modules

The following features will be available regardless of what module you enable.

Contact Sync

Contacts are synchronized between Odoo & Aircall:

After initial installation, your existing Odoo contacts are copied to Aircall. Note that in order to avoid errors and overloading the system Aircall copies 55 contacts a minute
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
- Please 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 Aircall can no longer locate the customer in with the new number
Find contacts by Mobile and Phone Number fields. The integration will find your contact regardless of the field used to store the phone.
Configurable Unknown Contact Creation: Decide what happens when a contact is not found in Odoo during inbound calls. Users can decide whether or not to create an unknown contact to get started. This contact will only have a phone number.

Click to Dial

With the integration, users 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 users 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 users will need to contact customer support and ask them to whitelist their Odoo domain.

Call logging in Odoo

A summary of calls is added to different records based on what Odoo Apps are enabled:

For Contacts modules, it will log a comment in the contact object
For CRM it will log in opportunities
For HelpDesk it will log in tickets

The information logged in the comments will always be the same:

Call ID
Started At → Time when the call started
Ended At → Time when the call ended
Contact Number → Customer Number
Call Direction → Call direction and user
Aircall User → Aircall username
Aircall Number → Aircall number name
Call Duration → In seconds
Missed Call → Yes or No
Tags → Tags applied to the call by the agent
Comments → Comments added to the call by the agent

Calls history in Odoo

A list of calls will be added to the Odoo contact under Aircall details tab. There users can find a list of calls with the contact, along with the contact name, numbers, and links to recordings. If you click on a call, a menu with more data will show

Insight cards

Access Odoo information in your Aircall insight cards, based on what Odoo Apps you have enabled:

For the Contacts App, the insight card will show contact information
For the CRM App, the insight card will show opportunity information
For the HelpDesk App, the insight card will show ticket information

Phone number permission management

In the settings, users can select what phone numbers they want to log activity with for the different modules.

Tag Sync

Aircall tags will be added as native Odoo tags to the contact

Duplicate record support

In the integrations settings, users can select what to do when multiple contacts are found with the same phone number. You can let the integration apply automatic logic, or manually log the calls in your Odoo records.

How does automatic logic work?

For contacts: When multiple contacts are found, the integration will check if one of them is a parent. If it is, then the call will be logged in that contact.
In all other cases, the most recent record will be prioritized:
- If multiple contacts are found, and they are all on the same level, or in cases where there are multiple opportunities and tickets, the most recent item will be selected
The record selected by the automatic process will always be shown in the insight cards, but you can change it by clicking on the link and selecting another one to log to

Odoo CRM features and additional information

The Aircall Module for Odoo CRM includes all basic features listed above plus the following features:

Autofill Data on a new Lead

When you click on an insight card, 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:

Autofill Data on new Ticket

When you click on an 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

Users can decide how the integration behaves when a customer is found via phone number. There are 2 options:

Create New Ticket: This 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 select the first contact. The ticket title will be [Customer name] ticket, and the customer data will be added to the relevant fields
Add Log notes to Existing Tickets: Allow adding log notes to existing tickets during an ongoing call. In this case, no other fields will be changed by the integration. In the case the contact has multiple tickets, you will need to select which ticket the activity should be logged to, otherwise it will not be logged. If you have more than one contact with the same phone or mobile number, the integration will select the first contact.