Connect Aircall, and when a call ends, the person on the other end gets a text with a survey link, sent from the number the call used. Responses can also show the call's agent and the caller.

What the Aircall integrations do

The Aircall page in Simplesat lists the integrations below. Switch on each one you want with Activate integration.

Integration	Listed under	What it does	Where it shows
Send an SMS survey after a call ended	Survey integrations	Texts a survey link to the caller after each call ends	The caller's phone, and the conversation in Aircall
Pull conversation data from Aircall	Ticket integrations	Adds the call's agent and the caller's contact details to the response	The response, in Simplesat

Some workspaces also have an older version, Use a webhook to send an SMS survey, marked deprecated. It stays on the page only while it's on. Once it's turned off, it can't be switched back on. Send an SMS survey after a call ended replaces it.

Note: If we've changed one of your Aircall integrations for you, it may work differently from what's described here. Contact us to check what yours does.

Before you start

The Aircall integrations are available on every Simplesat plan. To connect Aircall and switch integrations on, you need the Manage integrations permission in Simplesat. Owner and Admin have it by default.

In Aircall, you need:

An API ID and API token. An Aircall admin creates them in the Aircall Dashboard under Integrations & API → API Keys. Aircall shows the API token only once, so copy it right away.
An Aircall admin to add a webhook in the Aircall Dashboard.
To send the survey by text: a Professional or Enterprise plan, because the SMS goes out through Aircall's messaging API and those plans include it, plus numbers that can send text messages.

If your security team wants to know what Simplesat can read and write once Aircall is connected, send them Integration security, permissions and data flow.

Connect Aircall

On the Integrations page, open Aircall.
Click Authenticate.
Enter your API ID in API ID and your API token in API token, then click Authenticate.
Check that the page shows Authenticated with Aircall.

Send surveys by text after Aircall calls

Create the survey and choose External email embed.
Under Choose where to add your survey, choose Aircall. You don't need to copy anything from Publish, because the integration builds the survey link itself.
On the Aircall page, click Activate integration on Send an SMS survey after a call ended.
In its Field mapping, choose your survey in Aircall survey. Only surveys set to Aircall appear in the list.
Edit Message if you want. It starts as How did we do? followed by {{surveyUrl}}, which becomes a short survey link for the call. Keep {{surveyUrl}} where you want the link to appear.
Click Save, then copy the integration's Webhook URL. It appears only while the integration is active.
In the Aircall Dashboard, go to Integrations → Webhooks, then click Add webhook and Install Webhook.
Enter a name, such as Simplesat, and paste the Webhook URL into the URL field.
Under events, clear everything except call.ended. Aircall starts with every event selected, and the caller gets a separate text for each event left selected.
Click Add Webhook.

About 30 seconds after a call ends, Aircall reports it as ended, and then the survey text goes out. Agents on the call's number see the SMS in the conversation in their Aircall app.

Heads up: Every call that ends gets its own survey text, including missed and outbound calls of any length, and there's no setting to skip calls.

Before your team relies on it, test with a call to or from your own mobile. Testing an integration end to end has the steps.

Call, caller and agent details in Simplesat

The survey link carries the call, not the caller's name or email. So a response from the SMS comes in with no caller or agent attached until you activate Pull conversation data from Aircall. The call's ID becomes the response's ticket ID. To see how tickets, customers and team members connect on a response, read Attribution: linking feedback to tickets, customers and agents.

Pull conversation data from Aircall

This integration works on responses to Aircall surveys that came in through the SMS link. It runs at least five minutes after each response arrives, and again whenever the response changes. Each run reads the call and adds:

The agent who took or made the call, as the team member: name, email and Aircall user ID.
The caller's Aircall contact, as the customer: name, email, company and Aircall contact ID.
The call's direction (inbound or outbound) and status, as the ticket fields direction and status.

Details are added only when an agent took or made the call and the caller is saved as a contact in Aircall. If either is missing, as on a missed call, nothing is added at all.

Change the Aircall API key

To use a new API key, or to connect a different Aircall company:

On the Aircall page, note which integrations are on.
Click Revoke access.
Click Authenticate and enter the new API ID and API token.
Click Activate integration on each integration you noted. Reconnecting doesn't switch them back on, but it keeps their settings.

Your Webhook URL stays the same, so the webhook in Aircall keeps working. Reset integration clears an integration's settings and gives it a new Webhook URL, so after a reset, paste the new URL into the webhook in Aircall.

If someone deletes the API key in Aircall, the integrations stop working, but the page still shows Authenticated with Aircall. Reconnect with the steps above.

Troubleshooting

My callers aren't getting a text after a call

Check each of these:

Your Aircall plan is Professional or Enterprise, and the number the call used can send text messages.
Send an SMS survey after a call ended is active, with a survey chosen in Aircall survey and {{surveyUrl}} in Message.
The webhook in Aircall has the integration's current Webhook URL, with call.ended selected. If you used Reset integration, the URL has changed.
If you used Revoke access and Authenticate, you clicked Activate integration again afterward.
The caller's number wasn't hidden. Calls from hidden numbers can't get a text.

My callers get several texts after one call

Your webhook in Aircall has more events selected than call.ended, and each one sends a text. Edit the webhook so only call.ended is selected. Two webhooks with the same Webhook URL cause the same problem, so delete the extra one.

Callers get a text after missed calls or calls I don't want to survey

That's expected. Every call that ends gets a survey text, and there's no way to skip any.

My Aircall responses don't show the caller or the agent

Check that Pull conversation data from Aircall is active. It adds details only when an agent took or made the call and the caller is saved as a contact in Aircall. If either is missing, as on a missed call, nothing is added. Details show up at least five minutes after the response arrives.

My survey isn't in the Aircall survey list

The list shows only surveys set to External email embed → Aircall. Open the survey and choose Aircall under Choose where to add your survey.

My Aircall integrations stopped working, but the page still says Authenticated with Aircall

Simplesat doesn't recheck the connection after you connect, so deleting the API key in Aircall breaks the integrations without changing what the page shows. Click Revoke access, then Authenticate with a current API ID and API token, then Activate integration on each integration you use.

FAQ

Which Aircall plan do I need?

Professional or Enterprise, to send the survey by text. Those plans include Aircall's messaging API, which sends the SMS. Pulling call details doesn't need it.

Can I survey only some calls, like answered inbound calls or calls longer than a minute?

No. Every call that ends gets a survey text, whatever its direction, length or outcome.

Does Simplesat send the text, or Aircall?

Aircall does, from the number the call used. The SMS shows up in that number's conversation in Aircall, where your agents can see it.

How long after a call does the text arrive?

Shortly. Aircall reports a call as ended about 30 seconds after it ends, and then the survey text goes out.