Sellsy integration additional information and troubleshooting

This article provides extra details about how Aircall matches contacts and opportunities in Sellsy, along with guidance on tags, notes, AI Insights, and rate limitations.

How contact matching works

Sellsy stores information in several objects, including individuals, companies, and contacts. These objects can also have different roles such as client, prospect, or supplier. Because duplicate phone numbers can exist across objects, the integration follows a strict priority order when multiple matches are found.

Contact match priority:

1. Objects of type Individual
2. Objects of type Company
3. Objects of type Contact

If multiple objects of the same type have the same phone number, the integration uses the first record returned by the Sellsy API.

How opportunity matching works

Aircall uses the following rules when displaying opportunities in Insight Cards and when logging calls in Sellsy opportunities.

Opportunity match rules:

1. The opportunity status must be open or late.
2. If several opportunities match, the integration selects the one created first, in ascending order of creation date.
3. If the matched contact is a supplier, call data is not logged because suppliers cannot have opportunities in Sellsy.
4. If the matched record is a contact, the integration checks if it is linked to a company.
   • If it is not linked to a company, no opportunity logic is executed because standalone contacts cannot have opportunities.
   • If it is linked to a company, the integration attempts to find opportunities based on rules 1 and 2 above.
5. If the matched record is a client or prospect, it must be an individual or a company. In those cases, the integration searches for opportunities using rules 1 and 2 above.

Troubleshooting missing agent tags or notes

If tags or agent notes do not appear in Sellsy, the most common cause is that the call screen in Aircall Workspace was not closed after the call ended.

Steps to ensure tags and notes are logged:

1. Complete the call in Aircall Workspace.
2. Close the call dialog after the call ends.

Tip: Tags and notes are only sent after the call screen is closed.

Requirements for AI Insights

For AI Insights to generate correctly:

• Your numbers must be fully configured for AI features.
• The call duration must be more than 1 minute and less than 3 hours.

API rate limitations

The Sellsy integration relies on public APIs, each with its own request limits.

API usage per phone call:

• Sellsy API: 5 to 9 calls
• Aircall API: 1 to 3 calls

High-volume environments can reach rate limits, especially if you receive more than 40 calls per minute. Sellsy rate limits vary depending on your subscription plan.

Important: If you see intermittent disconnects or missing data during periods of high call volume, contact the appropriate support team to confirm whether rate limits are being exceeded.