Connect Aircall

Aircall handles the calls. Swiftner listens in through the rep's browser and coaches while the call is happening. Connecting the two takes about ten minutes, and Swiftner registers its own webhook, so there are no callback URLs to copy around.

One thing to know up front: reps take their calls in the Aircall web phone, in Chrome, with the Swiftner extension installed. That's what captures the audio. The integration on its own doesn't coach anything live.

Before you start

• A Swiftner admin account.
• Admin access to your Aircall workspace.
• The Swiftner Chrome extension on each rep's machine (install it from the Chrome Web Store).

Step 1: Connect

Open Admin → Integrations, click Add, and pick Aircall. The settings drawer opens on its own. There are two ways in, and which you see depends on how your Swiftner deployment is configured.

If you see a "Connect with Aircall" button, use it. You'll be sent to Aircall to approve access, then dropped back in Swiftner, with nothing to copy or paste.

Otherwise, use an API key. In the Aircall Dashboard, open Integrations & API → API Keys and create a key. Aircall shows you an API ID and an API Token. Copy both now, because the token is only displayed once. Paste them into the Settings tab and save.

Either way, Swiftner validates the credentials and registers a webhook with your Aircall workspace as part of connecting. The card shows Connected once that webhook exists; until then it reads Not configured.

Step 2: Map your agents

Open the Users tab and pair each Aircall agent with their Swiftner user.

Agents whose Aircall email matches an existing Swiftner user are paired automatically when you connect. The rest you match by hand, and you can invite an Aircall agent into Swiftner from the same screen.

Unmapped agents won't get coaching context. Their calls still land in Aircall as normal. They just arrive in Swiftner with nobody attached.

Step 3: Map your teams

Open the Teams tab and map Aircall teams to Swiftner workspaces. The workspace decides which playbook a call gets: its checklists, its product information, its coaching framework.

A call from an unmapped team is skipped rather than dropped into a default workspace, on the grounds that coaching against the wrong playbook is worse than no coaching.

Step 4: Have reps take calls with the extension

Reps work at phone.aircall.io in Chrome. Before dialing they open the Swiftner extension, pick their workspace, and press Start assistant.

That's the part that captures audio for real-time coaching. Without the extension running, a call isn't coached live, though it can still be analysed afterwards from the Aircall recording.

Settings worth knowing

Under Behavior on the Settings tab:

• Call write-back: what Swiftner posts back onto the Aircall call. The summary, a link to the full report, coaching feedback, and the interest verdict are each toggled separately.
• Minimum talk time: calls shorter than this aren't coached or written back. Default 60 seconds.
• Process call recordings: fetch the recording from Aircall and transcribe it, so calls the extension missed still get analysed.

Troubleshooting

"Auth failed" on the integration card. Aircall rejected the API token on a recent write-back. Re-save the API ID and token in the settings drawer, or reconnect if you're on the OAuth path.

Card says "Not configured" after saving. The credentials saved but the webhook didn't register. Check the API key has admin scope in Aircall, then save again.

Calls appear but aren't coached live. The extension isn't running, or the rep didn't press Start. Check the Users tab too, since an unmapped agent has no rep to coach.

Nothing at all arrives. The webhook is the usual suspect. Reconnect from the settings drawer; Swiftner re-registers it.