Aircall Integration

Glyphic can ingest calls recorded in Aircall so they can be analyzed in Glyphic alongside your other customer conversations. Once Aircall is connected, eligible calls are imported automatically and processed with transcripts, summaries, insights, scorecards, tasks, and CRM activity sync where configured.

Before you connect Aircall

Before turning on the integration, make sure:

• Your organization has an active Aircall workspace.
• You are a Glyphic admin or have permission to manage organization integrations.
• The Aircall users whose calls should be imported also exist as users in Glyphic.
• Those Glyphic users have call recording permission enabled.
• Aircall recording is enabled for the relevant users and phone numbers.
• Your CRM is connected to Glyphic if you want calls linked to contacts, accounts, opportunities, or deals.

Connect Aircall to Glyphic

1. In Glyphic, go to Settings → Organizational.
2. Find the Call recorder section.
3. Select Aircall.
4. Follow the Aircall authorization flow and approve access for Glyphic.
5. When you return to Glyphic, check that Aircall shows as connected.

[SCREENSHOT: Settings → Organizational page showing the Call recorder section with Aircall connected]

After the integration is connected, Glyphic starts importing new eligible Aircall recordings automatically. Calls made before the integration was connected are not backfilled automatically; if you need historical calls imported, contact us and we can advise on the best option.

Which Aircall calls are imported?

Glyphic imports Aircall calls when all of the following are true:

• The call has an Aircall recording available.
• The call is at least 60 seconds long.
• The Aircall user who handled the call has an email address that exactly matches a Glyphic user.
• That Glyphic user has call recording permission enabled.
• The call happened while the Aircall integration was connected.

Glyphic skips calls that do not meet these requirements. For a deeper troubleshooting checklist, see :page_facing_up: Why are my Aircall calls missing?

How Aircall participants appear in Glyphic

For each imported Aircall call, Glyphic creates participants from the Aircall call data:

• The Aircall user is treated as the internal host or rep.
• The external caller or callee is added from the phone number on the Aircall call.
• If Aircall has a contact for the external person, Glyphic uses the contact's name and first email address when available.

Having an email address on the Aircall contact is strongly recommended. Phone numbers help Glyphic find CRM records, but email addresses make company, opportunity, and deal matching more reliable.

How Glyphic matches Aircall calls to your CRM

Aircall is the source of the recording, but CRM matching happens after the call has been imported into Glyphic. Glyphic uses the participant information from Aircall, then enriches it from your connected CRM.

Contacts and leads

Glyphic tries to match external call participants to CRM contacts or leads using the participant's email address and phone number.

• HubSpot: Glyphic searches contacts by email, phone number, and mobile phone number.
• Salesforce: Glyphic searches contacts and leads by email, Phone, and Mobile Phone.
• Other CRM connections: Matching may depend primarily on email address.

When a match is found, Glyphic links the participant to the CRM record and can fill in additional details such as name, email, title, CRM URL, and CRM ID. If the Aircall participant only had a phone number, a successful CRM phone match can still enrich the participant with the CRM contact's email address.

Important: Phone number matching depends on the number stored in your CRM being consistent with the number in Aircall. We normalize common formatting differences, but the underlying number still needs to be the same.

Accounts and companies

Glyphic associates calls to companies using the external participants on the call. The most reliable signal is an external participant email domain, because Glyphic can use that domain to identify the relevant company or account.

CRM data can also help: if the matched CRM contact is linked to an account or company, Glyphic can use that relationship during CRM enrichment, opportunity matching, and CRM activity sync. However, if the Aircall participant only has a phone number and no matching CRM contact can be found, there may not be enough information to attach the call to the right company automatically.

Opportunities and deals

After contacts are enriched, Glyphic tries to find the best related open opportunity or deal for the call.

• Glyphic first looks for opportunities or deals associated with the matched CRM contacts on the call.
• If no contact-level opportunity or deal is found, Glyphic can fall back to opportunities or deals associated with the contact's account or company.
• Glyphic favors opportunities or deals that were open at the time of the call, and can also account for same-day closed deals or deals created shortly after the conversation.

For the best results, make sure the relevant CRM contacts are associated with the right Salesforce opportunities or HubSpot deals before the call is imported. If multiple opportunities or deals could apply, Glyphic chooses the best match based on the CRM associations and timing.

CRM activity sync

If CRM activity sync is enabled for your organization, Glyphic can write the processed Aircall conversation back to your CRM as a call activity.

• In HubSpot, Aircall recordings sync as call activities when the required CRM associations are available.
• In Salesforce, Aircall recordings sync as call tasks when the required CRM associations are available.

Activity sync works best when Glyphic has at least one matched CRM contact, company/account, or opportunity/deal for the call. If no CRM records can be identified, Glyphic may still process the call in Glyphic, but it may not be able to attach the activity to the right CRM records automatically.

Best practices for reliable matching

• Use the same email address for each rep in Aircall and Glyphic.
• Keep customer phone numbers up to date in Salesforce or HubSpot.
• Add email addresses to Aircall contacts whenever possible.
• Associate CRM contacts with the correct account and active opportunity or deal.
• Connect Aircall directly to Glyphic instead of relying on CRM call recordings for Aircall audio.
• Review your CRM pipeline settings in Glyphic if you only want opportunities or deals from specific pipelines considered.

Common limitations

• Calls shorter than 60 seconds are not imported.
• Calls without an Aircall recording are not imported.
• If the Aircall user's email does not exactly match a recording-enabled Glyphic user, the call is skipped.
• If the external participant only has a phone number and that number is not found in your CRM, contact, account, and opportunity matching will be limited.
• If a CRM contact has no email address, contact matching may still work by phone, but account and opportunity matching can be less reliable.
• If multiple CRM records share the same phone number, Glyphic may not choose the record you expected.

Still need help?

If Aircall calls are not appearing or are not linking to the expected CRM records, please reach out with:

• A link to the call in Aircall's Activity Feed.
• The date and approximate time of the call.
• The email address of the Aircall user who handled the call.
• The expected CRM contact, account, and opportunity or deal.

We'll investigate and get it sorted for you.