Konnect Insights

Integrate Konnect Insights with AirCall

AirCall integration will enable the agents to resolve tickets much faster by initiating calls with the requesters. Call sessions can be made from within a Konnect Insights ticket, providing instant remote support if the requester’s mobile number is available. Conversations can be saved as ticket notes, allowing contextual information to remain accessible within the ticket. The audio file of the conversation will also be available against the ticket for better understanding of the resolution of the ticket. The incoming calls will be routed to the available online agents in the round robin fashion.

Setting up Konnect-AirCall integration is easy. Follow this guide to get started.

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Setting Up AirCall Integration

  1. To setup this integration, first login to your Konnect Insights account. Navigate to the "Settings" menu at the top of the page

  2. Select "All Apps" from left menu, then type AirCall into search box

  3. When you click "Connect", you'll be sent to the AirCall app for authentication, click on Authorize

  4. Click on add numbers

  5. Select numbers from list and click on confirm

  6. Select numbers from list and click on submit

  7. Your account is now linked with Konnect Insights

  8. Click on map agents

  9. Map Konnect users with AirCall users to make a call

  10. You can make call from create ticket page.
    1. Select AirCall profile from dropdown
    2. Enter contact number
    3. Click on call
    4. Fill all the details
    5. Submit and your ticket will be created with attached audio file


  11. You can also make call from ticketing view.
    1. Click on phone icon
    2. Make call from widget, your ticket will be auto merged