This FAQ covers how Aircall works with ActiveCampaign, including email domains, logging rules, available data fields, formatting requirements, and automation behavior.
What is the email domain used for when setting up the ActiveCampaign integration?
ActiveCampaign uses email addresses as the unique identifier for contacts. When an inbound call is received, Aircall creates a new contact using a placeholder email address, for example +5165268819@acme.com. You can update this email address directly in ActiveCampaign and customize the domain during installation.
TIP: If you create a unique placeholder domain, you can easily build a list in ActiveCampaign to capture contacts that need updates. For example, add all contacts containing “xxx@tobeupdated.com” to a single list so your team can update them quickly.
What Aircall data can be used in ActiveCampaign automations?
Aircall pushes Call Date, Time, Direction, Disposition, Recording Link, Duration, Tags, and Comments to a custom object named Aircall. These data points can be used in “and/if” operators or to start automations.
You can explore workflow ideas in our Best Practices guide.
NOTE: More fields will be added over time. Upcoming fields include Aircall Agent Name, Aircall Agent Email, Aircall Phone Number Name, Aircall Phone Number Digits, Missed Call Reason, and Waiting Time.
I checked the Aircall custom object on my contact and I cannot see all promised information. Why?
Some information is located in the kebab menu on the contact record.
If I have two contacts with the same number, where will a call log?
The call will log to the contact that was created first.
What are best practices to ensure calls log on the correct contact?
The integration supports only E.164 international formatting. To ensure accurate logging and correct Insight Card display, save all contact numbers in E.164. This requires a plus sign, the country code, and the phone number with no special characters.
To format numbers quickly, you can use a Google Sheets formula. Using separate sheets for each country code may help simplify formatting.
Aircall SMS does not log in ActiveCampaign. Are there any solutions?
ActiveCampaign provides a robust SMS tool that works with their automation platform. Contact your ActiveCampaign Customer Success Manager to add this to your plan. Aircall SMS logging will be added in the future. Contact our Account Management team if this is a priority.
I can see the call on my contact, but tags and comments have not synced. When will they sync?
Click the X in the Call Ended screen in your Aircall phone to complete the sync.
The Aircall click-to-dial feature prevents me from editing a contact's email address. What can I do?
You can temporarily disable click to dial. Open the Aircall extension and turn off Highlight Phone Numbers.
Can I use multiple Aircall triggers to start my automation?
No. Only one Aircall trigger can be used to start an automation. If you need multiple triggers, you can configure one automation to start another.
What is the difference between the Aircall Created and Aircall Updated triggers?
- Aircall Created: When a call is received, a record is created with the call date and direction only.
- Aircall Updated: When the call ends, the existing record is updated with comments, tags, duration, and disposition.
You can learn more about ActiveCampaign triggers on their Help Center.
Can the integration be used on any ActiveCampaign pricing plan?
Yes. The integration works on all ActiveCampaign plans.
Should phone numbers be formatted specifically to log correctly in ActiveCampaign?
Yes. Phone numbers must be saved in E.164 international format, including the plus sign and country code, with no special characters.