About Aircall
Aircall is a cloud-based phone system built for support and sales teams, with a deep integration ecosystem and an open API that makes it easy to connect to ecommerce data. When OpenAgent is connected to Aircall, the AI agent serves two key functions: surfacing live order and customer context to your human agents during active calls via Aircall's integration panel, and handling post-call follow-up tasks — such as sending tracking information or processing a return — automatically so agents don't have to follow up manually. For ecommerce brands where phone support is an important channel, this combination means faster call handling and fewer after-call work minutes.
How it works together
Connect Aircall and OpenAgent gets the context and reach it needs to resolve more tickets automatically.
- Connect via Aircall API credentialsProvide OpenAgent with your Aircall API ID and token. OpenAgent registers as a webhook listener for Aircall call events — receiving real-time notifications when calls are answered, ended, or tagged.
- Surface customer and order context on call answerWhen an agent answers a call in Aircall, OpenAgent looks up the caller's phone number against your connected ecommerce platforms (Shopify, etc.) and surfaces their recent order history, open returns, and account details in the Aircall integration panel.
- Automate post-call follow-up tasksWhen a call ends with a specific tag (e.g., 'send-tracking', 'process-return'), OpenAgent reads the tag via Aircall's webhook, performs the corresponding action in your connected systems, and sends a follow-up message to the customer — no agent effort required.
- Log call outcomes to your helpdeskOpenAgent can create or update support tickets in your connected helpdesk after each call, including the Aircall recording link, call notes, and the outcome of any automated post-call actions.
Benefits
Faster call resolution with instant order context
Agents spend the first 30–60 seconds of most support calls looking up the customer's order. With OpenAgent surfacing that context automatically on call answer, resolution starts immediately.
Eliminate manual after-call work
After-call tasks like sending tracking links or initiating returns are time-consuming and prone to being forgotten. OpenAgent handles them automatically based on call outcome tags, ensuring they are always completed.
Consistent post-call customer experience
Because OpenAgent automates follow-up, every customer who was promised a tracking link, return label, or refund confirmation gets it — regardless of how busy the agent is after the call.
Frequently Asked Questions
Related integrations
Connect Aircall to OpenAgent
Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with OpenAgent.