Aircall duplications

[YuliaD]

Hi! Looking for someone using Aircall integration for their Hubspot account. I was struggling with multiple contacts created by Aircall after each call.
After speaking with Hubspot and Aircall multiple times the teams have answered that the only way to create Tickets on Hubspot for each new call is to create a contact on Hubspot, and since new calls don't have emails - Hubspot can't understand if this contact exists already.
With this we were getting thousands of contacts created per day, with multiple copies where the calls would be distributes between different copies - so we would need to merge contacts daily.
The solution provided by Hubspot and Aircall teams was to create a workflow that would delete Aircall contacts after creating. It helps to not have duplicates, but for all calls to/from numbers not existing on Hubspot we are not getting recordings and tickets as we are removing these contacts.

Since both teams at Hubspot and Aircall can't offer anything else after multiple conversations with CS and Support teams, I am wondering if someone had expirenced the same issue and found a solution. We want to have a ticket for each call, recording for each call logged and also don't have 10-20 copies of each contact. Thanks!

[RBozeman]

Hi @YuliaD,

This is a problem that we see a lot at Insycle, where I work as a product marketer. 

So with Insycle, you can compare Hubspot contacts using Phone Number, which should be populated in Hubspot in the E. 164 format from Aircall. With Insycle, you can use any field in your database as a potential matching field, including Phone Number. 

Additionally, to catch more duplicates, you can include other related records to compare to, such as a Mobile Phone Number.

Then when choosing the "master record" that remains after the merge, you can instruct Insycle to only choose records that do not contain "Aircall New Contact" in the Last Name field (pre-populated by Aircall), so that the resulting record is the one that has all relevant data that you need. All call records will be merged into the final master record resulting from the merge. 

We actually published this article about this recently, which may help you to understand how it all works together. If you have any questions don't hesitate to send me a DM! 

Best,

Ryan

[Jnix284]

@RBozeman thank you for sharing, this is very useful to keep in mind, it's just unfortunate that the native AirCall integration doesn't solve for duplicates directly.

[Jnix284 · Accepted solution]

Hi @YuliaD, I haven't used AirCall since 2018, my previous company switched to CallTrackingMetrics for this exact reason.

Once we switched to CTM, we didn't have the same issue because of how contacts are handled within CTM.

I pulled my hair out on multiple occassions because of AirCall - it was an integration we chose at the request of our Google Ads partner, but switching to CTM was a better replacement there as well.

There are a lot of agencies that use AirCall, so there must be a solution that resolves this via workflow that's better than the one suggested to you - if you're tied to AirCall, I would suggest consulting with an agency who might be able to help you find a better solution.

Searching the HubSpot Solutions Directory, I filtered by the AirCall Integration to help you narrow it down.