💡 Aircall will soon be releasing a new and improved version of our Zendesk Sell integration. With minor improvements to the user experience and functionality, here are the main changes users can look for:

Ability to Choose Call Outcomes

Admins will now be able to automatically assign Call Outcomes based on the Call Type:

  • Outgoing calls from agents to a contact/lead that are “Answered” can automatically be set to have the outcome - “Connected”, “Interested”, or “none”

  • Outgoing calls from agents to a contact/lead that are “Not answered” can automatically be set to have the outcome - “No Answer”, “Not interested” or “none”

  • Incoming calls from a contact/lead to an agent that are “Answered” can automatically be set to have the outcome - “Connected” or “none”

  • Missed calls from a contact/lead to an agent can automatically be set to have the outcome - “No Answer” or “none”

  • Missed calls from a contact/lead to an agent that have a Voicemail can automatically be set to have the outcome - “No answer”, “Left voicemail” or “none”

Please note that if "none" is selected, then no Outcome will be selected in Zendesk Sell.

Ability to Automate Call Outcomes Using Tags

Admins will be able to enable a feature to allow Call Outcomes to be determined based on the Tags that an agent leaves during or after a call. If enabled, this feature will override the automated Call Outcomes discussed above. The most recent Tag assigned to a call will determine its Call Outcome.

Improved Insight Cards

More information will now be provided in insight cards for Deals, Contacts, and Leads, as well as the addition of a Company insight card:

  • Insight Cards for Deals
    Two recent, non-closed, Deals will now be shown for calls

    • Title: “Deals on Zendesk Sell”

    • ShortText: “[Deal_Name]”

    • “Deal Value” [Link to deal page]

    • “Deal Stage” - “Example”: Won, lost etc.

  • Insight Cards for Contacts

    • Title: “See [contact_first_name] [contact_last_name] page” - which will link to the contact’s page in Zendesk Sell

    • “Email: [email of the contact in Zendesk Sell]”

    • “Owner: [name of the owner of the contact in Zendesk Sell]”

    • “Customer status: [customer status in Zendesk Sell]”

    • “Prospect status: [prospect status in Zendesk Sell]”

    • “Company: [Company name in Zendesk Sell]”

  • Insight Cards for Leads

    • Title: “See [lead_first_name] [lead_last_name] page” linking to the lead’s page in Zendesk Sell

    • “Company”: [company_name of company field in Zendesk Sell]

    • “Email: [email of the lead in Zendesk Sell]”

    • “Owner: [name of the owner of the lead in Zendesk Sell]”

  • Insight Cards for Companies

    • Title: “See [company_name] page” linking to the company’s page in Zendesk Sell

    • “Owner: [name of the owner of the company in Zendesk Sell]”

    • “Email: [email of the company in Zendesk Sell]”

    • “Customer status: [customer status in Zendesk Sell]”

    • “Prospect status: [prospect status in Zendesk Sell]”

Call Ownership

Aircall will allow Admins to choose a default user that calls will be assigned to in Zendesk Sell in the case that no user can be found otherwise.

Example: Contact A calls your company’s main line. Unfortunately, no one is available to answer, and thus the call is missed. Since no user answered the call, and thus there is no user recognized to assign the call to, the call will be assigned to the default user selected in your settings within your Aircall Dashboard.

Call Logging

Calls will now be logged with additional information to ensure users have all the details they need to accurately understand their activities in Zendesk Sell.


Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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