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Configuring your Segment integration

The Aircall Segment integration turns Aircall events into a data source for your Segment workspace and downstream tools. Setting it up only takes a few minutes. Before you begin, make sure you have Admin rights in both Aircall and Segment.

Install the Segment integration in Aircall

Steps:

  1. Go to Aircall Dashboard → Integrations & API from the left sidebar. 

  2. In the search bar type Segment and select it.

  3. Click Install integration. Then select Authorize.

Image showing how to install segment integration
 

Select numbers for the integration

Steps:

  1. Under Select numbers, click Add numbers.

  2. Select the numbers you want to link to the Segment integration.

  3. Click Add numbers in the bottom right corner to continue.

Image showing select numbers window with the Add numbers option and the Skip for now.
IMPORTANT:
You may skip this step if needed, but at least one number must be selected for call activity to log in Segment. You can add or remove numbers associated with the integration at any time in the Aircall Dashboard.

Authenticate Segment with a Write Key

To send Aircall events to Segment, you need your Segment Write Key.

  1. Log in to your Segment account.

  2. In the left sidebar, go to Sources.

  3. Click on HTTP API.

  4. Open the dropdown How to add Segment to your HTTP API codebase.

  5. Copy the Write Key.

Image showing where to find the write key to copy in Segment

Add the Write Key in Aircall

  1. In the Aircall Dashboard, paste your Write Key into the corresponding field.

  2. Click Next.

Image showing how to past the Write Key in Aircall

Select which Aircall events to send to Segment

Choose the Aircall events that should be sent to Segment. Aircall automatically sends various types of events to Segment, allowing you to track and analyze data across your business tools.

Event types include:

  • Call events: such as call answered, call ended, etc.
  • User events: such as user connected, user disconnected, etc.
  • Number events: such as number created, etc.
Image showing the screen to choose Aircall events
NOTE:
To see a full list of Aircall events, visit the Aircall developer page.

NOTE:
For User events, please choose the latest version i.e. V2 from the list as earlier version is planned to be deprecated in future.
image (79).png

  1. Click Next, then Finish.

Image showing the last window of integration configuration

Connecting Aircall with Segment allows you to centralize and analyze call data alongside other customer interactions. This integration helps you gain deeper insights into your customers and team performance.

Example use cases

Here are a few ways you can use your Segment integration:

  • Unify customer touchpoints: Combine data from calls, chats, and product interactions to create a single, comprehensive view of your customers.
  • Track agent performance: Monitor how your team performs across multiple channels, such as Zendesk, Intercom, and Aircall, using a single dashboard.
  • Build richer customer profiles: Use call history and interaction data to better understand your customers and identify patterns, such as at-risk users who frequently contact your support team.
TIP:
The more tools you connect through Segment, the more powerful and complete your customer insights will be.
Jordan W.