How to Setup Aircall Integration with BoldDesk
Aircall is a cloud-based phone system that integrates with BoldDesk to help support and sales teams manage customer calls and related support activities from a single platform. By connecting Aircall with BoldDesk, agents can make and receive calls, route calls through IVR, track call history, and automatically create tickets or activity logs for incoming, outgoing, missed, and voicemail calls.
Example Use Case: A customer support team receives a high volume of phone calls each day and wants to ensure that every customer interaction is tracked and followed up efficiently. By integrating Aircall with BoldDesk, calls can be automatically logged as tickets or activities, assigned to the appropriate teams, and linked to relevant customer records. This helps agents reduce manual work, maintain complete conversation history, and provide faster, more informed support.
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Prerequisites
- You must have the Manage Settings permission assigned to your role.
- You have your API Key. How to Generate a BoldDesk API Key
What the Aircall–BoldDesk Integration Supports
Below are the capabilities of this integration
| Capability | Description |
|---|---|
| Make and Receive Calls | Allows agents to initiate outbound calls and answer inbound calls directly within BoldDesk, eliminating the need to switch between applications. |
| Conference Calling | Supports multi-person conference calls, enabling collaboration across support, sales, and internal teams. |
| Call Transfer & Routing | Enables agents to transfer active calls to the appropriate departments or team members, ensuring efficient call routing and faster issue resolution. |
| Automatic Ticket & Activity Logging | Automatically creates a new ticket or call activity log for missed, received, outgoing, and voicemail calls, ensuring a complete and accurate customer interaction history. |
| Interactive Voice Response (IVR) | Supports mapping Aircall IVR phone numbers to specific BoldDesk agents. IVR options help route callers to the appropriate teams or queues. |
| Real-Time Call History Tracking | Provides call analytics, call history logs, and agent performance insights directly within BoldDesk. |
Installing Aircall App in BoldDesk
Follow the provided steps to install the Aircall app successfully.
- In BoldDesk, go to Admin > Marketplace.
- In the search box, enter Aircall.
- Select Aircall > Install.
- Click Install to install the Aircall App.
- User will navigate to the Aircall Dashboard. Enter the login credentials and select Login.
- Select Authorize to allow BoldDesk® to access information about calls made in Aircall. This consent is required to complete the integration.
- Select a number to assign to a team. You can assign numbers to multiple teams. After assigning numbers to teams, select Add numbers.
- Enter your BoldDesk API key and then select Verify & Continue. Explore How to Generate a BoldDesk API Key.
- Select whether you want a Ticket or Activity to be created for Aircall actions and then select Next.
- In the Permission tab, select the appropriate roles for access and click Save to apply the changes. For more details, learn more on Managing App Permissions and Visibility.
- Click Save
How to Map an Aircall IVR Phone Number to a BoldDesk Agent
- After integrating Aircall, select Manage and then select Add Aircall Number.
- Enter a Name and select Aircall Number, Brand, Category, and Group details. Tickets and activities created from this number’s actions will automatically be assigned to the selected brand, group, and category.
- Click Save
- The BoldDesk–Aircall integration presently records phone call events (including incoming, outgoing, missed calls, and voicemail) by generating either a ticket or an activity, depending on your integration configuration.
- Aircall SMS messages are not recorded as a distinct “SMS log” within BoldDesk through this integration. To enable SMS functionality within BoldDesk, please use a supported SMS channel (such as Twilio SMS), which logs SMS interactions as chat conversations in the Chat module.
- If Aircall calls do not automatically create tickets or call activities in BoldDesk after they end, verify that the Aircall integration uses a valid BoldDesk API key. Authentication failures, such as a 401 Unauthorized error, can prevent call details from being recorded as tickets or activities. To resolve the issue, generate a new API key in BoldDesk, update it in the Aircall integration settings, and make a test call to confirm that the ticket and its associated call activity are created successfully.
Troubleshooting (when calls do not create tickets or activities)
Calls are not creating tickets after the call ends
Likely cause: Invalid or expired BoldDesk API key causing authentication failures (for example, 401 Unauthorized).
Resolution:
- Generate a new BoldDesk API key in BoldDesk.
- Update the API key in the Aircall integration settings.
- Save the configuration.
- Place a test call and confirm a ticket/activity is created.
Frequently Asked Questions
-
Do I need an Aircall subscription to integrate with BoldDesk?
Yes. The Aircall–BoldDesk integration requires an active Aircall account with access to Aircall phone numbers and the Aircall Dashboard. -
Can I choose whether BoldDesk creates tickets or only activity logs?
Yes. During setup, select whether Aircall call events create a Ticket or an Activity. -
Which call types are logged by the integration?
The integration logs incoming, outgoing, missed, and voicemail call events. -
Can multiple Aircall numbers be assigned to a single team?
Yes. You can assign multiple Aircall numbers to teams during setup, and you can add additional Aircall numbers later via Manage > Add Aircall Number. -
Does the integration support call recordings?
Aircall supports call recording. BoldDesk can access authorized call details and logs available through Aircall APIs. (Recording availability depends on Aircall.) -
Can I change who can access the Aircall app after installation?
Yes. Update role visibility in the Permission tab of the Aircall app settings and save the changes. -
Does every agent need to create a BoldDesk API key for the integration?
No. Only the administrator who installs and configures the Aircall integration needs to create and provide the BoldDesk API key. -
Can Aircall SMS be logged in BoldDesk through this integration?
No. Aircall SMS is not logged as an SMS record through this integration. Use a supported SMS channel such as Twilio SMS if SMS logging is required in BoldDesk.
