Skip to main content
Submit or View Requests
Deutsch Español (España) Français (France) Italiano (Italia)

Odoo v2 integration features

This article outlines all features available with the Aircall Odoo v2 integration, including syncing, logging, insight cards, and module specific capabilities for Contacts, CRM, and HelpDesk.

Getting started

Before using the integration, ensure it is installed and configured for your Odoo environment. Installation guides are available for both Odoo.sh or on premise, and Odoo Online.

Once installed, you can enable the integration for the Contacts, CRM, and HelpDesk apps.

IMPORTANT:
The Odoo integration does not support multi-company Odoo environment.

Features applying to all modules

Contact sync

Contacts are kept in sync between Odoo and Aircall.

  1. After installation, existing Odoo contacts are copied to Aircall. Aircall copies 55 contacts per minute to avoid system overload.
  2. When a contact is created or updated in Odoo, the same change is made in Aircall. Syncs may take up to 5 minutes.
  3. If you edit a contact's phone number in Odoo, a new contact will be created in Aircall because the original number can no longer be matched.
  4. Contacts are found using the Mobile or Phone Number fields.
  5. You can configure whether unknown inbound callers should be created as new contacts containing only a phone number.

Click to dial

You can place calls directly from Odoo by selecting the call button.

Embedded Aircall dialer

The Aircall dialer appears in the Odoo top navigation bar, allowing you to make and receive calls without leaving Odoo.

Call logging

Call summaries are logged based on the apps you have enabled:

  • Contacts: Comments added to the contact record
  • CRM: Comments added to opportunities
  • HelpDesk: Comments added to tickets

The following fields are always logged:

  • Call ID
  • Started At
  • Ended At
  • Contact Number
  • Call Direction
  • Aircall User
  • Aircall Number
  • Call Duration (in seconds)
  • Missed Call
  • Tags
  • Comments

If you subscribe to Aircall AI, the following may also be logged:

  • AI generated Summary
  • Customer Mood
  • Key Topics
NOTE:
To log AI information in Odoo, enable AI logging in the Odoo settings and configure your Aircall line to capture AI insights.

Calls history

A dedicated Call Log (Aircall) tab is added to the Odoo contact. It displays:

  • A full list of calls
  • Contact names and numbers
  • Recording links
  • Additional details, including AI insights when available

Clicking a call opens a detailed view.

SMS logging

SMS sent and received via Aircall numbers are logged in the corresponding Odoo records for the enabled modules. Logged details include:

  • The number that sent the SMS
  • The SMS content
NOTE:
MMS messages (SMS with images) are not supported. To enable SMS logging, activate it in the Odoo settings.

SMS history

A dedicated SMS Log tab is added to the Odoo contact, displaying a list of all SMS interactions.

Insight cards

Insight cards in Aircall display Odoo data depending on which Odoo apps you have enabled:

  • Contacts: Contact details
  • CRM: Opportunity information
  • HelpDesk: Ticket information

Phone number permission management

In the integration settings, you can choose which phone numbers are allowed to log activity for each module.

Tag sync

Aircall tags are created as native Odoo tags on the related contact.

Duplicate record support

If multiple Odoo records share the same phone number, you can define how the integration should behave. Two modes are available:

  • Automatic logic
  • Manual selection

How automatic logic works

  • Contacts: If one of the contacts is a parent, the call is logged on the parent.
  • Other cases: The most recent record is selected.
  • If multiple records exist on the same level, the most recent one is prioritized.
  • The selected record appears in the insight card, and you can change it by selecting a different record to log to.

Odoo CRM and HelpDesk features

The table below summarizes the additional features available in the Odoo CRM and Odoo HelpDesk Aircall modules.

Module Feature Description

CRM

 Autofill data when creating a lead When an insight card is opened and a new opportunity is created, the contact's email, name, phone number, and mobile number are automatically filled. You can also choose to add a log note.

HelpDesk

 Autofill data when creating a ticket When creating a new ticket from an insight card, the contact's email, name, phone number, and mobile number are automatically filled. You can also choose to add a log note.
Configurable ticket management during calls Choose how the integration reacts when a customer is identified by phone number.
Option 1: Create new ticket
  • A new ticket is created under the customer record.
  • If multiple contacts share the same number, the first contact is selected.
  • The ticket title is [Customer name] ticket.
  • Customer data is added to the relevant fields.
Option 2: Add log notes to existing tickets
  • Log notes are added to existing tickets during the call.
  • No other ticket fields are changed.
  • If the contact has multiple tickets, you must select which ticket to log to.
  • If multiple contacts share the same number, the first contact is selected.
  • If no ticket is selected, no activity is logged.
 
IMPORTANT:
Only Aircall's Google Chrome extension is supported. See How To Use Aircall’s Browser Extensions.
Jordan W.