Connect Aircall: transcribed calls and automatic inquiries

Link your Aircall phone system to Joinways: live call panel, automatic transcription and inquiry creation from your inbound calls.

Half of all inquiries still arrive by phone — and end up on a sticky note. With the Aircall integration, every inbound call is automatically transcribed, the key details (dates, venue, guests, budget) are extracted by AI and an inquiry is created in your inbox, with zero data entry.

What you will learn

Connect Aircall to your workspace
Set capture preferences and the data region
Use the live call panel and the transcript

Prerequisites

Owner or admin role on the Joinways workspace.
An Aircall account with admin rights (authorization uses the Aircall public API).

Connect Aircall

Open Settings > Integrations, Inquiries tab.
On the Aircall card, click Connect.
You are redirected to the Aircall dashboard: sign in and authorize Joinways.
Back in Joinways, the “Aircall settings” window opens automatically.

If a “Webhook to verify” badge shows up, the technical link could not be finalized: disconnect and reconnect Aircall.

Capture preferences

“Automatically create an inquiry after each call” (on by default): the AI analyzes the transcript and creates an inquiry when the call is a genuine client request.
“Show the call panel for inbound calls” (on by default): displays the live panel as soon as a call is answered.
“Also transcribe outbound calls” (off by default): out of the box, only inbound calls are processed.
Data region: European Union (default) or United States — transcripts are processed and stored in that region for GDPR compliance.

Aircall agents are matched to Joinways members automatically by email. “Manual agent mapping (advanced)” is only there to force an edge case.

During the call: the live panel

As soon as an inbound call is answered, a panel appears at the bottom right. If the number is known, it shows the contact and their company, with an “Open event” or “Open inquiry” button. Otherwise, “Create a contact” pre-fills the number.

The “Quick notes” area (“Type while you talk…”) is saved automatically and surfaces later on the event or the contact.

After the call: transcript and inquiry

The recording is transcribed automatically (language detection included).
The AI extracts the details: client, email, dates, venue, budget, guests, requirements…
If it is an inquiry, it is created in your inbox with a score and a summary. The panel shows “Inquiry updated from the transcript”.

If the call is not an inquiry (vendor, internal, spam…), the panel shows “Filed (not an inquiry)” — the transcript is still kept.

On the inquiry page, the “Call transcript” section offers the audio player, clickable segments and markers showing where each detail (date, budget, venue…) was spoken, plus your agent note.

FAQ

Are outbound calls transcribed?

Not by default. Turn on “Also transcribe outbound calls” in the settings.

A call did not create an inquiry — why?

Either the AI classified it differently (vendor, follow-up, internal — see the reason in the panel), or automatic creation is off, or your monthly inquiry quota is reached.

What happens to history if I disconnect Aircall?

Existing transcripts are kept. Only future calls stop being captured.