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Connect Aircall

Connect your Aircall company and the calls your team makes and takes in Aircall appear in Replyco, each linked to the customer who called, so you can follow a call up with their tickets. Replyco connects through Aircall’s own sign-in: you approve Replyco’s access in Aircall, and you need no API ID or API token. You keep phoning in Aircall as before; Replyco shows and follows up the calls, it does not make or take them.

Before you start

Section titled “Before you start”
You needWhere it lives
The Admin permission in ReplycoAdminUsers; see Invite users and set what they can do
An Aircall login with admin rights for your Aircall companyAircall Dashboard
A free account on your planAdminBilling; see Billing

Availability: every plan. The Aircall tile appears for companies with the Calls feature, which every plan includes; the Calls menu needs the Calls permission for each user. See What each plan includes and User permissions and roles.

Steps

Section titled “Steps”

  1. Select + Add Account in the top bar and scroll down to Social Media and Phone Accounts.

    The Add Account page lists every channel Replyco connects; to connect another one, see Add Account.

    The lower part of the Add Account page in Replyco, opened with + Add Account in the top bar. Below Mailbox Accounts and Order Management System Accounts, the group Social Media and Phone Accounts has six tiles: Telegram, Facebook, Instagram, TikTok with a BETA label, Aircall and WhatsApp. The Aircall tile, fifth in that row, is highlighted; selecting it opens the dialog Authorize Replyco to sync with Aircall.
    Aircall is the phone system under Social Media and Phone Accounts.
    What this screenshot shows
    Screen
    Add Account (/integrations/add)
    Highlighted
    button “”, social-media-and-phone-tiles, enabled. opens the Aircall connect dialog
    Also visible
    Mailbox Accounts and Order Management System Accounts above; Telegram, Facebook, Instagram, TikTok (BETA), Aircall, WhatsApp tiles
    Purpose
    start connecting Aircall

  2. Select the Aircall tile. The dialog Authorize Replyco to sync with Aircall opens at its first step, AUTHORIZE. Select Authorize.

    Aircall’s sign-in opens in a new browser tab. The dialog in the tab you started from moves on to FINISH.

    The dialog Authorize Replyco to sync with Aircall at its first step, AUTHORIZE, with a second step still to come in the progress bar. It reads "Complete the Aircall account with Replyco in just a few easy steps." It says that after Authorize you are redirected to Aircall to sign in with your credentials. The Authorize button is highlighted; selecting it opens Aircall's sign-in in a new browser tab, where you approve Replyco's access to your Aircall company. A Need help? link sits under the button.
    Authorize opens Aircall's sign-in in a new tab; no API key is needed.
    What this screenshot shows
    Screen
    Authorize Replyco to sync with {{name}} (/integrations/add)
    Highlighted
    button “Authorize”, dialog-centre, enabled. opens Aircall's OAuth sign-in in a new tab
    Also visible
    step AUTHORIZE of two; Need help? link
    Purpose
    start the Aircall sign-in

  3. In the Aircall tab, sign in with your Aircall admin login.

    Aircall's "Sign in" page, which opens in a new browser tab after you select Authorize in Replyco. The "Email" field holds the Aircall login's email address and the "Password" field shows dots, with "Forgot password?" below. The green "Login" button signs you in; under "or", "Sign in with Google" is the alternative, and "No account? Sign up" sits at the bottom right. Sign in with an Aircall login that has admin rights for your Aircall company.
    Sign in to Aircall with an admin login for your Aircall company.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Email; Password; Forgot password?; Login; Sign in with Google
    Purpose

    Approve Replyco’s access to your Aircall company with “Authorize”.

    Aircall's "Authorize" page for Replyco's app, headed with the app's icon and its name, Replyco. In the middle, the Aircall logo and the app's icon stand side by side above the line "Replyco would like to:" and the request to "Access information about your calls". At the bottom right are "Cancel" and the green "Authorize" button, which approves Replyco's access to your Aircall company and continues to the choice of phone numbers.
    Select "Authorize" to let Replyco access information about your calls.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    Aircall and app icons; Access information about your calls; Cancel; Authorize
    Purpose

    If Aircall asks which phone numbers to integrate, select “Add numbers”, choose the numbers whose calls your team should see in Replyco and confirm with “Add numbers”.

    Aircall's "Select numbers" page for Replyco's app, headed Replyco. It reads "We will only create tickets for the numbers you select below", with the notice "Don't worry, you can change this or connect more numbers later in your Dashboard". The green "Add numbers" button opens the list of your Aircall numbers. At the bottom right, "Skip for now" and a second "Add numbers" button, greyed out until you choose numbers, finish the step.
    Choose the Aircall numbers whose calls your team should see in Replyco.
    What this screenshot shows
    Screen
    ()
    Highlighted
    “”, , .
    Also visible
    We will only create tickets for the numbers you select below; Add numbers; Skip for now; Add numbers (greyed out)
    Purpose

  4. Aircall returns you to Replyco in the same tab, which shows Validating Aircall account... and Please do not leave the page until the validation and data storage is complete...almost there. Replyco saves the account, sets Aircall up to report each call to Replyco, confirms with Account successfully saved. and opens the home page.

  5. In the tab you started from, select Finish to close the dialog.

What happens next

Section titled “What happens next”

The account appears on AdminAccounts under your company’s name in Aircall; to check it or rename it, see Accounts. One Aircall company connects once: a second connection of the same company is refused.

The Accounts screen in Replyco, opened from Admin › Accounts, listing eight connected accounts, all Syncing with a green open lock under Status: Amazon, Ebay, WhatsApp "Northwind Support", Facebook "Northwind Electronics", Instagram "Northwind Electronics", Telegram "NorthwindElectronicsBot", TikTok "Northwind TikTok Shop" and Aircall "Northwind Support Line". The name Northwind Support Line in the Aircall row is highlighted: an Aircall account carries the name of the company in Aircall. Selecting the row opens its details, with Re-login when Aircall no longer accepts the access.
The Aircall account appears on Accounts under your company's name in Aircall.
What this screenshot shows
Screen
Accounts (/integrations)
Highlighted
cell “”, table-eighth-row, enabled. opens the account's details
Also visible
8 accounts, all Syncing, green open locks; Aircall row Northwind Support Line
Purpose
check that Aircall was connected

From now on, Aircall reports each new call to Replyco as it starts, and again when it is answered, ended, tagged or commented on; every three hours Replyco also imports recent calls, which fills any gap. The calls appear under Calls, newest first; see Calls and Call list.

If Aircall stops accepting Replyco’s access, for example because the Replyco integration was removed in Aircall, the account needs a new sign-in: open it on AdminAccounts and select Re-login; see Fix a blocked or silent account. Deleting the Aircall account in Replyco deletes its calls from Replyco; they stay in Aircall.

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
“Error happened during integration activating”Aircall did not confirm Replyco’s access.Start again from the Aircall tile and approve the access with an Aircall admin login.
“Integration with this name already exists”This Aircall company is already connected.Use the existing account on AdminAccounts; if it no longer brings in calls, select Re-login there.
Aircall returned you to the home page and no account was addedYou cancelled in Aircall.Start again from the Aircall tile and approve the access.
There is no Aircall tile under Social Media and Phone AccountsYour company is on an older plan without the Calls feature; every current plan includes it.Check your subscription on AdminBilling; see What each plan includes.
“You reached your current plan maximum integrations count. Contact support for more info.”Your plan has no free account; + Add Account is then also missing from the top bar.Delete an account you no longer use, or change your plan on AdminBilling.
Section titled “Related”