HappyFox allows your agents to handle inbound calls through the in-app Aircall widget from within the HappyFox app. This article takes you through the entire lifecycle of an incoming call, starting from call arrival up to ticket creation.

Applicable Plans: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️Enterprise Plus

Call recordings from Aircall can be added as a new ticket or appended to an existing ticket. Call recordings and additional meta-information about the call are captured on the ticket. In addition, tickets are automatically created for calls sent to voicemails.

Inbound calls through Aircall

1. When a call arrives, the in-app Aircall widget launches with the caller information.
2. You can accept or ignore (Reject) a call.
3. You can choose to “mute” yourself during the call.

If the incoming call is answered, there are two scenarios possible:

• Scenario 1: No Contact Found with matching Phone Number
• Scenario 2: Contact(s) Found with matching Phone Number

Scenario 1: No Contact Found with matching Phone Number:

• No contact found message will be displayed on the top left of your HappyFox application.

• Click the message to fill in the contact information and hit "Save".

• Create a new ticket by clicking the "Create Ticket" button on the top right.

• This will automatically create a new ticket and open up the ticket detail page with a default message.
  • This default message will get overridden with the call recording once the call is done.
  • Private Notes will also open up by default so that you can take notes while you are on call.

Scenario 2: Contact(s) Found with matching Phone Number:

• The count of contacts with a matching phone number will be displayed on the top left of your HappyFox application as shown below.
• If there is just one contact with matching phone number, contact’s name, phone number email, pending tickets, and all tickets are displayed.

• Choose from available contacts or create a new contact for this caller.

• Once contact is associated, you can see the name and email address on the top left of your HappyFox application.
  • 1. Clicking on “All Tickets” will take you to the All tickets page with contact filter applied.
  • 2. Clicking on “Pending tickets” will take you to the Pending tickets page with contact filter applied.

  • 3. Clicking on the icon next to email on top left will take you to this contact detail page of the selected contact.

• 4. Clicking "Add to Existing Ticket" lets you add the call proceedings to the corresponding ticket.
  • Note: This option will be available for contacts with existing HappyFox tickets.
  • The list of current tickets associated with the contact will be displayed. Choose to associate the call with one among those.
  • Click "Confirm" to save your choice.

• 5. Clicking "Create ticket" lets you add the call proceedings to a new ticket in your help desk.
  • Create Ticket will open up the ticket detail page with a default message.
  • This default message will get overridden with the call recording once the call is done.
  • Private Notes will also open up by default so that you can take notes while you are on call.