Aircall Guide
Chapter 4
Aircall Guide
🚨 CRITICAL: Aircall = Inbound CS ONLY
Aircall is for INBOUND customer service calls only. Closers NEVER use Aircall — they use GHL's built-in dialer for all outbound sales calls. If you need to analyze closer performance, use GHL call data, NOT Aircall. This is a hard rule.
What Aircall Does for Crowned Credit
- Handles all inbound customer service calls from existing clients
- Routes calls to available CS agents
- Records all calls for QA purposes
- Provides call metrics: answer rate, duration, wait time, missed calls
- Call routing number: (336) 310-0090
Agent Setup & Availability
- Log in to Aircall:
dashboard.aircall.io - Download Aircall app on your phone or use web browser softphone
- When you start your shift: set status to Available
- When on break: set status to Break
- When shift ends: set status to Offline
- Never leave status as Available when you're not actually there
| Status | When to Use | Effect |
|---|---|---|
| 🟢 Available | Actively at your desk, ready for calls | Calls ring to your device |
| 🟡 Break | On scheduled break (max 15 min) | Calls route to next available agent |
| 🔴 Offline | Shift ended or unavailable | No calls routed to you |
| ⛔ Always Closed | ONLY for inactive agents | All calls missed — do NOT set this unless removing agent from rotation |
How to Transfer Calls
- While on active call, click the Transfer button in Aircall
- Select Warm Transfer (recommended — you brief the receiving agent first) or Cold Transfer
- Search for the agent you're transferring to by name
- Warm transfer: brief the receiving agent on the caller's issue before connecting
- Click Transfer to complete
- Log a note in GHL contact record after the transfer
Voicemail Handling
- Voicemails appear in Aircall dashboard under Inbox
- Listen to voicemail — note client name, phone number, and issue
- Call back within 2 hours during business hours
- If after hours, call back first thing next business day
- Log the callback attempt in GHL (add note to contact)
- If 3 callback attempts fail, send SMS via GHL
⚠️ Saturday Coverage Crisis
🚨 CRITICAL PROBLEM: 98% Saturday Miss Rate
On Saturdays, Crowned Credit misses approximately 98% of inbound calls. 5 agents currently have their status set to
always_closed when they should be available on Saturdays. This is a known issue that directly impacts client experience and retention. IMMEDIATE ACTION NEEDED.
| Day | Miss Rate | Status |
|---|---|---|
| Weekdays (M–F) | ~29.5% | ⚠️ Needs improvement |
| Saturday | ~98% | 🔴 CRITICAL — near-total coverage failure |
Fix: Jethro must review agent Saturday schedules. At minimum 2 agents need to be set Available on Saturdays 10am–4pm ET. Update Aircall agent schedules immediately.