Setting Up Aircall

Updated Dec 15, 2025

Connect Aircall to sync completed voice calls into Helplane conversations.

What is Aircall?

Aircall is a cloud-based phone system designed for modern businesses. By connecting Aircall to Helplane, you can:

Automatically create conversations from completed calls
Map Aircall users to Helplane agents
Access call recordings and metadata
Maintain a unified view of all customer communications

Prerequisites

Before setting up Aircall, you'll need:

An Aircall account with API access
Your Aircall Company ID
An Aircall API Token

Getting Aircall Credentials

Finding Your Company ID

Log in to your Aircall Dashboard
Go to Settings > General
Your Company ID is displayed in the account information section

Creating an API Token

In Aircall Dashboard, go to Integrations > API Keys
Click Create API Key
Give it a descriptive name (e.g., "Helplane Integration")
Copy the generated API Token (you won't be able to see it again)

Connecting Aircall

Go to Settings in the left sidebar
Select Integrations
Find the Aircall card and click Connect

Required Settings

Company ID Your Aircall Company ID (e.g., 123456).

API Token Your Aircall API Token for authentication.

Click Save changes to connect.

Webhook Configuration

When you save your Aircall credentials, Helplane automatically configures the webhook in your Aircall account. You'll see a confirmation message when the webhook is set up successfully.

Automatic Setup The webhook subscribes to call.ended events, ensuring completed calls are synced to Helplane.

Manual Configuration (if needed) If automatic configuration fails:

Go to your Aircall Dashboard
Navigate to Integrations > Webhooks
Click Add Webhook
Enter the webhook URL shown in Helplane
Select the call.ended event
Save the webhook

Agent Mapping

Map your Aircall users to Helplane agents for proper call attribution.

In the Aircall integration panel, click Manage Agent Mappings
Click New mapping
Enter the Aircall User ID (external agent ID)
Select the corresponding Helplane user
Click Create

Finding Aircall User IDs

Aircall User IDs can be found in:

Aircall API responses
Aircall Dashboard user settings
Webhook payloads (in the user.id field)

Create a mapping for each agent who handles calls.

How It Works

When a call ends in Aircall:

Aircall sends a call.ended webhook to Helplane
Helplane creates a new conversation (or updates existing one based on phone number)
The call is assigned to the mapped Helplane user
Call metadata and recording links are attached

Viewing Voice Conversations

Voice conversations from Aircall appear in your inbox with:

Call direction (inbound/outbound)
Call duration
Recording playback (when available)
Caller/recipient phone number
Timestamp and assigned agent

Call Recording Access

If call recording is enabled in your Aircall account:

Recordings are accessible directly within Helplane
Play recordings in the conversation view
No need to switch between platforms

Best Practices

Map all users Create agent mappings for every Aircall user to ensure calls are properly attributed.

Enable call recording Enable recording in Aircall for full conversation context in Helplane.

Use consistent contact info Match phone numbers with existing contacts for a unified customer timeline.

Troubleshooting

Calls not syncing

Verify Company ID and API Token are correct
Check webhook configuration in Aircall Dashboard
Ensure the webhook is subscribed to call.ended events

Invalid credentials error

Regenerate your API Token in Aircall
Update the token in Helplane settings

Calls assigned to wrong user

Verify agent mappings are correct
Check that Aircall User IDs match exactly

Webhook configuration failed

Ensure your API Token has permission to create webhooks
Try manual webhook configuration in Aircall Dashboard

Disconnecting Aircall

To disconnect the integration:

Go to Settings > Integrations
Find Aircall and click Manage
Clear the credentials and save
Optionally, remove the webhook from Aircall Dashboard