You can upload contacts directly into the Aircall Workspace mobile app, but these contacts exist only in the Aircall Workspace app and do not sync in real time with your connected tools. This means you must periodically update them to keep information accurate. Please see our article Importing your contacts to Aircall for more information.

With supported integrations such as Salesforce, HubSpot, Pipedrive, Zendesk, Intercom, monday.com and Front, you can enable Contact Sync. When Contact Sync is enabled, Aircall automatically synchronizes contacts from your integrated platform.

For a detailed breakdown of how Contact Sync works, visit our article How integration contacts are built and synchronized in Aircall.

How Contact Sync works

When you activate Contact Sync for a supported integration, your contacts will:

  • Automatically sync from the integrated tool into Aircall
  • Be visible to everyone in your company using Aircall
  • Prevent duplicates from being created in Aircall
Note: Contacts sync from your integration only after a call has taken place with that contact. Contacts are not imported in bulk when Contact Sync is enabled.

Enable Contact Sync

Follow these steps to confirm that Contact Sync is activated for an integration:

Steps:

  1. Go to Aircall Dashboard > Integrations and API.
  2. Navigate to My integrations section and select the integration you want to enable Contact Sync for.
  3. Open the Settings tab.
  4. Scroll to the integration settings.
  5. Enable If a contact exists in [integration], then... Save it in your phone system.
Image showing how to enable if contact exists...

Once this setting is updated, contacts from your integration will begin syncing into Aircall as soon as your agents call a contact for the first time.

Important: Contacts stored in the integration but not yet present in Aircall are saved only when a call is made or received. After syncing, any edits made in the integration appear in Aircall after the next call with the contact or after clicking Edit in the integration and then defocusing/refocusing the phone.

If you need to sync all existing contacts at once, use the Desktop or Web app to import contacts in bulk. Contact Sync does not pull all contacts into Aircall immediately.

Number format and required fields

The Contact Sync feature relies on specific formatting and fields in your CRM or helpdesk.

Important: Phone numbers must be saved in E.164 format and must include the country code. Other formats will not work.

For Contact Sync to function properly:

  • The main or primary phone field in your CRM must contain the E.164 formatted number
  • Secondary fields such as mobile or other numbers are not used by Contact Sync
  • Some integrations may still log calls when numbers are stored in other fields or formats, but syncing will not work unless the main field has an E.164 formatted number
Important: Contact sync only works with the numbers in standard phone fields in CRMs and it won’t work with the numbers in custom phone fields.

Editing a synced contact

Contacts pulled in through Contact Sync cannot be edited directly from Aircall.

To update a synced contact, edit the contact in your CRM or helpdesk.

Changes are then reflected in Aircall:

  • After the next call with the contact, or
  • After selecting Edit in [integration] in Aircall and then defocusing/refocusing the phone
Note: Synced contacts are not displayed in Aircall’s Live Monitoring.

Contact Sync and the Aircall Workspace mobile apps

Contact Sync is supported in both the Android and iOS Aircall Workspace mobile apps.