Aircall works best when connected to your essential business tools. If calls are not logging correctly in your CRM or helpdesk, this guide will help you verify the most common configuration issues before contacting Aircall Customer Support.
1. Subscription plan
Make sure you are using:
- An eligible Aircall plan, and
- The required plan for your CRM or integration
If either platform is on a lower plan than required, the integration will not install or function correctly. You can find specific plan requirements in each setup guide.
2. Matching credentials
For call logging to work properly:
- Each user must have the same email address in Aircall and in the connected tool
- Email addresses may be case sensitive
Additionally:
- The Admin who installs the integration must also be an Admin in both systems
- If the Admin who installed the integration is removed or loses Admin rights, the integration becomes inactive
3. Phone number format
Aircall requires contact numbers in connected systems to follow the E.164 format.
If numbers are saved in any other format, calls may not match to contacts, causing failures or duplicate entries. Some integrations may accept additional formats, but E.164 is strongly recommended.
4. Phone number assignment and configuration
Integrations operate at the phone number level, not the user level. If a phone number is not assigned to the integration, calls placed or received on that number will not log.
To confirm:
- Go to Integrations & API in the Aircall Dashboard
- Select your integration
- Under Connected numbers, make sure each relevant number is added
IMPORTANT: If you use IVR numbers, assign **both** the IVR number and any destination numbers to the integration. Calls that first connect to an unassigned IVR number may fail to log.
If numbers are already assigned but logs are still missing, review your integration’s workflow settings for misconfigurations.
5. Accessible fields
Aircall sends phone numbers to specific fields in your CRM. To ensure correct matching:
- Save phone numbers in the main phone number field used by the integration
- If your CRM stores numbers across multiple fields (mobile, work, home), Aircall may not be able to match them
- If a contact requires multiple numbers, create separate contacts with each number in the correct field
IMPORTANT: Custom fields must **not** be mandatory. Mandatory custom fields prevent Aircall from creating or updating records, causing calls to fail to log.
If issues continue
After checking all the items above, collecting call examples (UUID/ID) and submit them to Aircall Support for further investigation.