# Aircall Troubleshooting — Caller ID Not Displaying Client Names

# Aircall Troubleshooting — Caller ID Not Displaying Client Names

## Problem
Incoming calls show only the phone number instead of the client's name. This makes it hard to prepare for the call or look up the client's account before answering.

## Why This Happens
1. **GHL-Aircall sync issue** — The Aircall-GHL integration syncs contact names from your GHL contact list. If the sync is broken or delayed, Aircall falls back to showing just the number.
2. **New or unsynced contact** — If the client was recently added to GHL or their phone number was updated, it may not have synced to Aircall yet.
3. **Aircall cache** — Sometimes Aircall's local cache on your browser or desktop app is stale.
4. **Multiple numbers** — If the client is calling from a number that doesn't match what's in GHL, no name will display.

## How to Fix It

### Step 1: Refresh Aircall
- Log out of Aircall and log back in
- If using the desktop app, close it completely and reopen
- If using the browser, clear your Aircall tab cache (hard refresh: Ctrl+Shift+R / Cmd+Shift+R)

### Step 2: Check the Contact in GHL
- Search for the client's phone number in GHL
- Verify the number matches exactly (including country code)
- If the contact exists but the number is different, update it in GHL

### Step 3: Force a Re-Sync
- Go to **GHL → Settings → Integrations → Aircall**
- Check that the integration is active (green/connected)
- If it shows disconnected, reconnect it
- After reconnecting, it may take 15-30 minutes for contacts to sync

### Step 4: Escalate if Still Broken
- If the issue persists after the above steps, report it in **#improvement-requests** and tag Sam
- Include: your Aircall username, a screenshot of the call showing just the number, and the client's name/number from GHL

## Quick Workaround
While waiting for a fix, you can quickly look up the incoming number in GHL by:
1. Copying the phone number from the Aircall notification
2. Pasting it into the GHL search bar
3. This gives you the client's name and account info before you answer

## When to Escalate
- If **multiple team members** are experiencing this at the same time → likely a system-wide sync issue, escalate immediately
- If it's just one person → likely a local cache or login issue, try the fix steps first

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*Page created by Peter (Wiki Builder) — April 17, 2026*
*Source: Team Discord #improvement-requests (Tommy, April 8, 2026)*