How to Integrate Aircall (Phone) with Gorgias

Aircall vs native Gorgias Voice: pick the right lane first

Before wiring anything up, decide which phone layer you actually want. Gorgias now ships its own native Voice channel — a phone number that lives inside Gorgias as a first-class channel, billed as a usage-based add-on to your plan. Aircall is a full standalone cloud call-center platform that integrates with Gorgias; it's priced per user, per month, with a three-user minimum. They solve overlapping but different problems.

If you're a lean Shopify brand that just wants a number customers can call and have it show up as a ticket, native Voice is usually the shorter path. If you already live in Aircall — with call flows, teams, and analytics you don't want to rebuild — the integration lets Gorgias become the place those calls turn into support work. Credit the native option honestly: for many stores it's genuinely enough, and it's one fewer subscription to manage.

What the Aircall integration actually does

Once connected, the integration is fundamentally a webhook that turns call events into Gorgias tickets and notes. Per the Aircall entry in the Gorgias docs, when a call is answered, ends, or is missed, Gorgias creates (or updates) a ticket titled like [Inbound] call: Jane Doe and stamps an internal note onto it.

That note is dense with the details a support manager actually wants: start and answer times, call direction, the customer's number and the Aircall number they dialed, IVR options chosen, the team it routed to, end time, duration, the assigned agent, voicemail status, and the reason for any missed call — plus any note the agent typed in the Aircall softphone. Recordings and voicemails are uploaded as attachments you can play inside the ticket without signing into Aircall. And the call gets tagged automatically — Aircall, Inbound call / Outbound call, Voicemail, Missed Call, Callback Request, and any agent-selected tags — so you can build views and rules on top of them.

One design choice worth flagging, per Aircall's own "features and limitations" doc: those internal notes are posted on behalf of the customer, specifically so they don't count as billable agent interactions in Gorgias. It's a small thing that keeps your call volume from silently inflating your Gorgias bill.

Step 1: Start the connection from the Gorgias App Store

Everything begins on the Gorgias side.

1. In Gorgias, open Settings → App Store → All Apps.
2. Search for Aircall and select it.
3. On the Aircall integration page, click Connect Aircall.
4. Copy the webhook URL Gorgias generates — you'll paste it into Aircall in the next step.

This is the screen you land on before any calls flow — the connect page, not a populated widget.

At this stage Gorgias is simply telling you it has no Aircall integration yet and offering the button to create one. The rich, data-filled experience — the customer sidebar populating with Shopify orders as a call comes in — only appears once the webhook is live and a call actually arrives from a matched customer. That's expected, and it's why the steps below matter.

Step 2: Install the webhook in your Aircall Dashboard

Now hop over to Aircall to complete the loop.

1. Log in to your Aircall Dashboard and go to Integrations & API → Discover Integrations.
2. Search for and select Webhook, then click Install integration.
3. Paste the Gorgias webhook URL you copied in Step 1.
4. Choose which Aircall numbers should feed Gorgias — this determines which calls generate tickets, so exclude any internal or test lines you don't want logged.

Per the Gorgias docs, the integration then activates automatically on the first call — there's no separate "turn on" toggle to hunt for. Place or receive one test call and watch the ticket appear.

Step 3: Line up phone-number formatting and user matching

This is the step that quietly makes or breaks the integration, and it's the one most teams skip.

1. Standardize phone numbers to E.164. Gorgias matches an incoming caller to an existing customer by phone number, and it expects the international format — e.g. +34666444555. If your Gorgias contacts store numbers in a local or inconsistent format, matches will miss and you'll get duplicate "Aircall New Contact" records instead of the real customer.
2. Match agents by email. Ticket assignment and comment attribution rely on the same email address existing in both Aircall and Gorgias. Audit your two user lists so a call handled by an agent in Aircall lands assigned to that same person in Gorgias.
3. Keep at least one Gorgias admin. The integration needs a Gorgias admin account as a fallback for creating tickets and comments when a match can't be found. This is a documented requirement, not optional hygiene.

Get these three right and the sidebar starts doing its real job: when a known customer calls, their Gorgias customer sidebar opens with their profile, and — if you've connected your store — their Shopify order history and shipping status alongside the live call.

Step 4: Use click-to-dial and Insight Cards day to day

With the pieces connected, two features change how agents work. Insight Cards surface inside the Aircall dialer as a call comes in, showing the caller's name, email, notes, and a direct link to their Gorgias profile — so the agent knows who they're talking to before they say hello. And click-to-dial lets an agent call a customer straight from the Gorgias interface with one click, no number-copying, which turns a "we'll call you back about order #4471" into an outbound call logged against the right ticket automatically.

For an ecommerce team this is the WISMO ("where is my order") workflow made fast: a shopper calls, the ticket opens with their order and tracking already in the sidebar, the agent answers the status question live, and the whole call — recording included — is stitched onto the customer's timeline for the next person who picks up.

The honest limits — and where an AI layer picks up

The Aircall integration is solid, but be clear-eyed about its edges. A few are hard limits worth planning around:

• Recordings over 500 MB won't upload to the ticket — long calls can lose their recording attachment.
• It's rate-limited. Each call spends roughly 7–12 Gorgias API requests against Gorgias' account cap of 80 requests per 40 seconds (shared across everything hitting your account), so very high call volumes can bump into throttling.
• Aircall SMS is logging-only through this route — inbound SMS/MMS creates tickets and reopens closed ones within 72 hours, but agents can't reply to SMS from Gorgias.
• The deepest experience needs the pieces this trial can't show. The populated sidebar — real orders, click-to-dial against live customers — requires the Aircall softphone plus a connected store. The screenshot above is honestly the connect page; the live widget only exists once those are in place.

And there's a deeper gap the integration was never meant to close: it logs and routes calls, but it doesn't answer the question the call was about. A recording of "where's my order?" is a faithful record — it isn't a resolution. The follow-up email the customer expects still has to be written by a human who reads the transcript, looks up the order, and types the reply.

That's the seam where an AI agent layer fits. The broader category of AI agents for customer service exists to do exactly the reasoning-and-writing work a webhook can't. Macha is one such layer, and it sits on top of the Gorgias you already run as a native connector — it does not replace Gorgias, Aircall, or native Voice. It reads and writes the same tickets Aircall creates: after a call is logged, Macha can draft or send the grounded follow-up, triage the ticket by intent, and look up live order or subscription status through a custom tool that turns your store's API into something the agent can call. Credits are consumed per AI action, not per resolution — the pricing page breaks that down.

The clean division of labour: let Aircall own the telephony and Gorgias own the ticket, and layer an agent on top for the part neither does — turning the logged call into an answered one. If you're still assembling your phone-plus-helpdesk stack, our roundup of the best Gorgias integrations and the primer on what Gorgias is are good next reads.

FAQ

How do I connect Aircall to Gorgias? In Gorgias, go to Settings → App Store → All Apps, search for Aircall, and click Connect Aircall. Copy the webhook URL, then in your Aircall Dashboard → Integrations & API → Discover Integrations, install the Webhook integration and paste that URL. The integration activates automatically on the first call.

What gets synced into a Gorgias ticket from a call? An internal note with start/answer times, direction, the customer and Aircall numbers, IVR options, team, duration, assignee, voicemail status, and missed-call reason — plus the recording and voicemail as playable attachments, and automatic tags like Aircall, Inbound call, Voicemail, and Missed Call.

Should I use Aircall or native Gorgias Voice? Use native Gorgias Voice if you want phone built directly into Gorgias with usage-based billing and nothing extra to run. Choose the Aircall integration if you already use Aircall or need its deeper telephony — IVR trees, routing, and analytics — with calls still flowing into Gorgias as tickets.

Why isn't the integration matching callers to existing customers? Almost always phone-number formatting. Gorgias matches by number in E.164 format (e.g. +34666444555); if your contacts store numbers differently, matches miss and duplicate "Aircall New Contact" records appear. Standardizing your contact numbers fixes it.

Can I add AI to Gorgias calls without replacing Gorgias or Aircall? Yes. An AI agent layer like Macha connects to Gorgias as a native connector and runs on top of your existing help desk and phone stack — it doesn't replace them. It helps resolve the ticket a call creates by drafting or sending grounded replies and triaging by intent, while Aircall and Gorgias stay the systems of record for the call and the ticket.

Ready to turn logged calls into resolved tickets? Start a free trial of Macha and connect it to your Gorgias in minutes.