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How are Aircall Interactions Logged?

This article explains how calls and messages from Aircall are logged in Spark based on a contact’s project membership and your company-level logging setting:

For details on configuring the integration, see Integrating with Aircall.

Interaction Logging Rules

Contact Membership “Log calls and messages on all projects” How the interaction is logged
The phone number isn’t in Spark ON or OFF

Not logged. If the call or message comes from a number that isn’t associated with a Spark contact, Spark doesn’t log it automatically.
The contact is in one project ON Logged automatically to that project. No action required.
The contact is in multiple projects ON Logged automatically to all of the contact’s projects where you are a team member. Not logged to projects you’re not on.
The contact is in one project OFF Logged automatically to that project. No action required.
Contact is in multiple projects OFF

Not logged automatically. You must assign the call or message from the Unassigned tab on the contact profile.

 

Assigning interactions when they aren’t logged automatically

Depending on your integration set up and contact membership, you may need to manually assign a call or message interaction to one or more projects, to a contact, to a team member, or to a combination of these.

One contact, multiple projects

Use these steps to assign a call or message to one or more projects when it appears under Unassigned on the contact profile:

  1. Open the contact profile
  2. Scroll to the Calls/Messages section
    1. If you are assigning an unassigned message, click to view the Messages (the view defaults to display Calls)
  3. Click to view the Unassigned tab
  4. Hover over the call or message you want to assign and click the Assign Projects button
    1. If multiple assignments are needed, the button will say Assign instead
  5. Choose the project(s) you want to assign the call or message to from the dropdown list
  6. Click Assign Projects

 

Shared phone numbers (multiple contacts)

If more than one Spark contact shares the same phone number – even if the number is saved to different phone fields – interactions won’t be auto-assigned to a contact. You must assign the call or message from the Unassigned tab on the correct contact profile. For example, if a number is saved to the Phone field for Contact A and the Mobile Phone field on Contact B, you will need to visit the contact profile and assign the interaction to the correct contact:

  1. Open the Contact Profile
  2. Scroll to the Calls/Messages section
    1. If you are assigning an unassigned message, click to view the Messages (the view defaults to display Calls)
  3. Click to view the Unassigned tab
  4. Hover over the call or message you want to assign and click Assign to Contact
  5. Choose the contact you want to assign the call or message to from the dropdown list
  6. Click Assign

The rules in the table above still apply based on each contact’s project membership and the interaction will log for the selected contact to one or more projects as outlined in the table. .

 

Shared phone numbers (multiple team members)

If more than one team member uses the same phone number, calls will be automatically logged either to the logged-in user (for outbound calls) or to the user specified in your Aircall call distribution (for inbound calls), but messages must be manually assigned:

  1. Open the Contact Profile
  2. Scroll to the Calls/Messages section
    1. If you are assigning an unassigned message, click to view the Messages
  3. Click to view the Unassigned tab
  4. Hover over the call or message you want to assign and click Assign Team Member
  5. Choose the team member you want to assign the message to from the dropdown list
  6. Click Assign