How to manage Aircall 📞

What is Aircall?

Aircall is the customer communication and engagement platform for support teams. At EnGen, we use Aircall exclusively for calling learners. We do not send text messages from Aircall. 

Best practices

• EnGen Aircall is integrated with the EnGen HubSpot account. 
• Download the Aircall app on both your computer and cell phone. However, to save time, it is highly recommended that you call straight from the learner’s profile in HubSpot.
• Aircall has a text messaging service. However, Coaches are encouraged to use Salesmessage instead for texting learners.
• Since learners can access your Aircall number, some may reach out via text message. Coaches are encouraged to review these text messages regularly to ensure no important communication is missed.

How to manage Aircall

• To set your status as Available, go to your Profile and select the right status:
  
  
• • Personalize your Voicemail message in Preferences-> Calling -> Voicemail drop -> Messages:

  Sample of a Voicemail Message:

  English

  Hello, you've reached Mariya Mansour, your Coach at EnGen. Unfortunately, I am currently unavailable to take your call. Please leave your name, contact number, and a brief message, and I will respond as soon as possible. If this is urgent, please email me at help@getengen.com. Thank you, and have a great day

  
  

  Spanish

  Hola, has contactado a Mariya Mansour, tu Coach en EnGen. En este momento no puedo atender tu llamada. Por favor, deja tu nombre, número de contacto, nombre de la organizacion que te dio la oportunidad de estudiar con EnGen y un breve mensaje,  te devolveré la llamada lo antes posible. Si es urgente, envía un correo electrónico a help@getengen.com. Gracias, y que tengas un excelente día.

Follow these steps to perform calls from Aircall:

• To call a learner from HubSpot, go to the Learner’s profile -> Calls -> Make a phone call:

• Click on the call button:
  
  
  
• This approach will save you time by eliminating the need to manually type the phone number. However, you can also make calls directly from the Aircall app. Simply go to the "People" section and search for the learner’s name: 
  
  
  Or you can go to the keyboard and type the phone number there. Ensure you have the correct country flag (mainly the US). However, you can also call the international numbers. HERE is the list of supported country codes:
  
  
  
  
  
• The voicemail left by the students can be found in the To-Do section. Ensure you call them back when it’s your next shift:
  
  
• Learners may also send you text messages. Do NOT reply via Aircall, go to Salesmsg to send a text message:
  
  
• Once you finish the call (regardless of whether it was from the cellphone or computer app), go to HubSpot and log this call. Select the outcome of the conversation and add the correct snippet. This step is essential for the reporting and targeted outreach purposes: