This article explains what Paytia is, how it works with Aircall through a SIP trunk connection, and how number porting functions in this setup. All information below comes directly from the provided Paytia documentation.
IMPORTANT:
All configuration and setup for this integration is handled directly by Paytia. For detailed guidance, follow the Paytia Help Centre guide.
What is Paytia
Paytia is a secure phone payment solution that allows agents to stay on the call while customers enter their card details using their telephone keypad or a secure payment link sent via SMS, email, or chat. Paytia manages the secure card capture process, guiding both agents and customers and ensuring that card data is masked and never seen or heard by agents.
Paytia is PCI DSS Level 1 certified, which means it can capture, process, and store payment card data on behalf of a business.
How Paytia works with Aircall
Aircall connects to Paytia through a SIP trunk, which enables automated redaction of payment data and suppression of DTMF tones.
When Paytia is enabled:
- Existing Aircall numbers can be ported to Paytia and will remain visible in the Aircall Dashboard as SIP Trunked numbers, keeping full Aircall functionality.
- Customers can also purchase new numbers from Paytia and have them added to their Aircall Dashboard as SIP Trunked.
During a call, the agent begins the payment process in the Paytia portal. Once the Payment Capture Form is saved, the agent follows the instructions provided in the Paytia portal and activates Paytia Secure Mode from the Aircall Workspace by entering 729 on the keypad.
Connecting Aircall to Paytia: two routing options
There are two ways to connect Aircall to Paytia, and the right choice depends on your setup.
- Direct SIP: Paytia sits inline on every call, before the carrier network. Numbers are ported to Paytia's carrier. Agents start a payment capture with a single keypress, and no per-agent setup is needed.
- Agent Call Return: Paytia is brought into the call only at the moment of payment, through an agent-initiated transfer. Numbers stay with Aircall and do not need to be ported, but each agent needs a dedicated Aircall number and a dedicated Paytia number, and some Aircall settings, such as wrap-up time, need to be adjusted.
NOTE: For a full comparison of both options, including setup requirements and trade-offs, download the guides available at the end of the article.
Agent experience during the call
- The agent hears an automated message prompting them to enter their three digit agent ID, which is displayed in the Paytia portal.
- Paytia provides automated updates, such as informing the agent that the customer is entering their expiry date.
- Customer keypad entries are masked, and the agent can track progress visually.
- When the payment is processed and approved, the agent is reconnected to the customer.
- The agent can press the * key at any point to reconnect with the customer and restart the process by entering 729.
Customer experience during the call
- The agent explains that the call is entering secure mode guided by automated prompts.
- The customer first hears the amount being charged and must confirm it.
- The customer is then guided step by step to enter and confirm their card details.
- Once payment is approved, the customer is reconnected with the agent.
- The customer can press the * key at any time to reconnect with the agent.
Call logging and call recording
- Calls appear in Aircall like any regular call, but they do not include any Paytia payment information, including in call recordings.
- All payment activity is logged and tracked within Paytia.
- Because this is a SIP trunk connection rather than a direct integration, no Paytia data is synced into Aircall.
Call recording continues normally. Paytia handles all card entry audio, either by separating the agent and customer during entry or by suppressing keypad tones. Aircall records only the audio it receives from Paytia, so recordings never contain card numbers or CVV.
Pricing and availability
- Paytia is primarily targeted toward the UK, US, and CA markets, and is expanding in Europe.
- All regions can use Paytia in principle, including ANZ, although call quality cannot be guaranteed outside Paytia's priority regions.
- Since the phone number is hosted by Paytia and SIP trunked into Aircall, all calls on that number are charged by Paytia.
Details on activation fees, agent fees, transaction charges, call charges, and customisation fees are documented in the Paytia pricing table and may be discussed directly with Paytia.
Setup and configuration
- Aircall and Paytia follow a co selling motion in which Paytia is presented as a solution that works with Aircall.
- Paytia handles the product demo and initiates the porting of Aircall numbers to Paytia.
- You must raise a ticket with Aircall Support to request that the numbers being used with Paytia remain on the Aircall Dashboard as SIP Trunk numbers.
- If using new numbers purchased from Paytia, request these numbers from Paytia and ask Aircall Support to add them to the Aircall Dashboard as SIP Trunk numbers.
- Aircall’s Interconnections team will add the number to the Paytia SIP trunk.
IMPORTANT:
Paytia fully handles the technical setup, number porting, and payment flow. Aircall does not have access to any card data and does not configure Paytia accounts or settings. For all setup steps, follow the Paytia Help Centre guide.