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Guide to Front Integration

Summary: 

This article provides an overview of how Aircall integrates with Front, detailing call logging, object types, and information flow. It also covers reporting capabilities and specific use cases for enhancing your workflow. This guide helps users understand the basics of the Aircall-Front connection for efficient communication management.

What is Aircall's Front Integration?

Aircall's integration with Front allows for seamless call management and logging directly within the Front application. This connection facilitates the automatic recording of calls, associated details, and user interactions, streamlining communication workflows and improving record-keeping for businesses.

Why it matters

Properly utilizing the Aircall-Front integration ensures that all call activities are accurately logged and easily accessible within Front, enhancing data security, improving team collaboration, and providing a comprehensive overview of customer interactions. This integration also enables advanced automation for task accountability and efficient customer service.

Key features Overview

Front Integration Basics

  • Call Logging: Calls are logged at the Contact level in Front. New Contacts are created if the phone number doesn't exist. Calls are logged as Conversations and assigned to the Aircall Phone Inbox.

front 1.png

  • Call Object:
    • Type of Object: Conversations
    • Status: Open
    • Inbox: Aircall Phone Inbox or the reassigned inbox.
    • Subject: Call type/qualification + line of the call. The subject updates if the conversation is archived and then a new call qualification occurs.
    • Subsequent calls with the same contact are logged as new Activities within the same conversation.
  • Call Information (Activities within a Conversation):
    • Call qualification + Line
    • Line used for the call
    • Customer Number
    • Agent handling the call
    • Call duration (separate activity)
    • Recording URL (separate activity)
    • Comments made during the call (logged as agent comments)
  • Call Assignment:
    • Conversations are logged by the person making or receiving an answered call.
    • Missed calls to a specific user's line are logged by the customer.
    • Missed calls to a team line or dropped IVR calls are logged by the customer.
    • Agent comments are only shown for answered calls.
    • The conversation is assigned to the common inbox, with participants assigned to that inbox. If answered by an agent, the conversation is also assigned to that agent.
  • Click to Dial: Direct dialing is available from a specific conversation using the Aircall Plugin.

front 3.png

Reporting and Analytics

  • Front App reporting can track Conversations and reply times, though replying to phone calls via Front messages is not possible.
  • The main dashboard tracks total conversations received by the team over time.

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Use Cases

  • Sync Comments with Front Tags:
    • Use Front automation rules to apply tags to conversations based on agent notes.
    • Workflow:

      1. Go to Company Rules in settings. 

        front 5.png

      2. Start workflow when a new "Comment" is added (Aircall notes are pushed as Comments).

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3. Ensure the Comment is in the Aircall Phone inbox and contains specific content (e.g., "Test"). 

4. Push the desired tag onto the conversation. 

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5. Delete the tag when the conversation is archived using another automation rule for cleanliness.

front 8.png

  • Assign Voicemails to a Specific Inbox Automatically:
    • Requires agents to archive conversations when done, which can also be automated.
    • Workflow:
      1. Go to Company Rules in settings.

        front 9.png

      2. Create an automation rule to direct voicemails to a specific inbox (e.g., "Voicemails").

        front 10.png

      3. Trigger the workflow when a new "Inbound Message" is created with the subject "Voicemail" (Aircall's default subject for voicemails).
      4. Move the conversation to the designated "Voicemail" inbox.

      5. Create a second rule to return the conversation to the normal "Aircall phone" inbox when archived, to prevent it from going back to the voicemail inbox. 

        front 11.png

⚠️ Note: Voicemail links take approximately 3 minutes to log in Front for consistency and reliability.

How to configure

For more information on how to integrate Front with Aircall, check an article "How to configure your Front integration".

FAQs

Q: How are calls logged in Front? 

  • A: Calls are logged as Conversations on the Contact level, and subsequent calls with the same contact are logged as new Activities within the same conversation.

Q: Can I automate tagging based on agent comments?

  • A: Yes, you can set up Front automation rules to attach tags to conversations based on specific keywords in agent comments.

Q: How can I automatically route voicemails to a specific inbox?

  • A: You can create a company rule in Front to move conversations with the subject "Voicemail" to a designated voicemail inbox when a new inbound message is created.

Best practices

  • Regularly review your Front automation rules to ensure they are functioning as intended.
  • Educate your team on the proper use of agent comments in Aircall to leverage Front's tagging automation effectively.
  • Ensure agents consistently archive conversations once completed to facilitate automated voicemail routing and maintain a clean workflow.
Anna L.