topic Re: Aircall logs call under incorrect contact in Sales Integrations

Aircall logs call under incorrect contact

Chandra123 — Wed, 13 Dec 2023 13:20:43 GMT

Hi,

In our HS setup, we often have two contacts with the same phone number (usually the HQ phone number). When calling with aircall, they match the call to the contact by searching for the most recently updated one, which leads to the calls being logged under the incorrect contact.

Has anyone faced this same issue? Would be interested in how you solved it.

Re: Aircall logs call under incorrect contact

karstenkoehler — Wed, 13 Dec 2023 13:24:31 GMT

Hi @Chandra123,

You can always re-associate the call to be shown under the correct contact: https://knowledge.hubspot.com/crm-setup/associate-activities-with-records

To permanently avoid this issue, I'd recommend checking whether you can remove the phone number from one of the contacts.

Best regards!

Re: Aircall logs call under incorrect contact

TSilvaC — Thu, 20 Jun 2024 09:46:20 GMT

This is not a usable solution and defeats the purpose of integrated telephony. Usign the AirCall and Hubspot integration, we "synchronize" the contacts from HubSpot to AirCall. Hence AirCall has all the contacts along with the Hubspot Id and the AirCall ID. When we click on a contact, AirCall can use either of these IDs to match the contact and not some non-sense logic of "the last one that was updated".