How to Setup Aircall Integration with BoldDesk

Aircall is a cloud-based VoIP phone solution designed for businesses, especially sales and support teams. It supports multi-device access and includes features like call routing, call recording, and analytics for tracking performance.

Key Capabilities of the Aircall–BoldDesk Integration

Each item below is structured as an atomic, retrieval-ready unit.

Make and Receive Calls

• Allows agents to initiate calls and answer inbound calls directly inside BoldDesk.
• Eliminates the need to switch between applications.

Conference Calling

• Supports multi-person conference calls.
• Enhances collaboration across support, sales, and internal teams.

Call Transfer & Routing

• Agents can transfer active calls to relevant departments or team members.
• Ensures efficient customer routing and faster resolution.

Automatic Ticket & Activity Logging

• Every call (missed, received, voicemail, outgoing) can automatically:
  • Create a new ticket, or
  • Create a call activity log
• Ensures complete, accurate customer interaction history.

Interactive Voice Response (IVR)

• Supports mapping Aircall IVR phone numbers to specific BoldDesk agents.
• IVR options direct callers to appropriate queues or teams.

Real-Time Call History Tracking

• Provides call analytics, history logs, and agent performance insights within BoldDesk.

Check out this video for more insights

Installing Aircall App in BoldDesk

Follow the provided steps to install the Aircall app successfully.

1. In BoldDesk®, go to Admin > Marketplace.
2. In the search box, enter Aircall.
3. Select Aircall > Install.
   
   
   
   
   
4. Click Install to install the Aircall App.
   
   
   
   
   
5. User will navigate to the Aircall Dashboard. Enter the login credentials and select Login.
   
   
   
   
   
6. Select Authorize to allow BoldDesk® to access information about calls made in Aircall. This consent is required to complete the integration.
   
   
   
   
   
7. Select a number to assign to a team. You can assign numbers to multiple teams. After assigning numbers to teams, select Add numbers.
   
   
   
   
   
8. Enter your BoldDesk API key and then select Verify & Continue. Explore How to Generate a BoldDesk API Key.
   
   
   
   
   
9. Select whether you want a Ticket or Activity to be created for Aircall actions and then select Next.
   
   
   
   
   
10. In the Permission tab, select the appropriate roles for access and click Save to apply the changes. For more details, refer to Managing App Permissions and Visibility.
    
    
    
    
    
11. Click Save

How to Map an Aircall IVR phone number to a BoldDesk® Agent

1. After integrating Aircall, select Manage and then select Add Aircall Number.
   
   
   
   
   
   
   
   
   
   
2. 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.
   
   
   
   
   
3. Click Save

Frequently Asked Questions (FAQs)

Q1. Do I need an Aircall subscription to integrate with BoldDesk?
Yes. You must have an active Aircall account with access to phone numbers and the Aircall Dashboard.

Q2. Can I control whether calls create tickets or just activity logs?
Yes. During setup, you can choose between:

• Ticket creation
• Activity-only logging

Q3. Can multiple Aircall numbers map to one team?
Yes. You can assign multiple phone numbers to a single team or group.

Q4. Does the integration support call recordings?
Aircall supports call recordings, and BoldDesk can access call details and logs through authorized APIs.

Q5. Can I change permissions after installation?
Yes. Go to the Permission tab within the Aircall app settings to update visibility and role access.

Related Article

• How to Manage Aircall Phone Calls in BoldDesk