Aircall Guide

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Troubleshooting — Common Aircall Issues

Caller Names Not Displaying (Shows Number Only)

Symptom: Incoming calls show only the phone number instead of the client name, even for known contacts.

Possible Causes:

1. Aircall-GHL sync issue — Contact sync between Aircall and GoHighLevel may have broken or paused
2. Browser cache — Stale data in your Aircall web app
3. Aircall app needs update — Desktop or mobile app is outdated

What to Do:

1. Refresh your Aircall app — Close and reopen the Aircall desktop app or refresh the browser tab
2. Check if it affects everyone — Ask in #improvement-requests if others have the same issue
3. If only you: Clear browser cache or reinstall the Aircall desktop app
4. If team-wide: Tag @Sam or your team lead in #improvement-requests — this likely requires an admin-level fix (re-syncing the GHL-Aircall integration)

Do NOT spend time manually looking up names. If this issue persists for more than 1 hour, escalate immediately. Speed matters on calls.