You can integrate Aircall with Superchat to automatically trigger WhatsApp messages when specific events happen during a call. For example, you can send a WhatsApp message to a contact when a call was missed or when a call receives a specific tag.
It's important to note that this integration is not native, so it needs to be set up using Zapier and Aircall webhooks. The process does not require any programming knowledge, but does require you to have Admin access on both Aircall and Superchat.
Requirements
Before setting up an integration between Aircall and Superchat, make sure you have:
An Aircall account with admin permissions
A Superchat account with admin permissions
A Superchat Professional Plan with the integrations add-on (or Advanced Plan)
A WhatsApp template created and approved in Superchat
Example Use Case
One common use case is sending a WhatsApp message when a call was missed. In this case, the example flow would be:
A customer calls your business.
The call is missed or tagged in Aircall.
Zapier receives the event via webhook.
Superchat automatically sends a WhatsApp template message to the contact with options for a call back or appointment scheduling.
Step 1: Create a Zap in Zapier
Click Create and then select Zaps.
Choose Webhooks as the trigger and select Catch Hook as the trigger event.
Click Continue (or, if you've already set up a key when configuring your webhook in Aircall, you can enter it under Child key - otherwise, you can leave this field empty).
Zapier will then generate a Webhook URL. This URL will be used in Aircall to send event data to Zapier. You can go ahead and press Copy next to the URL.
We'll park this for now and come back to it after we have set up the Aircall webhook.
Step 2: Set Up the Aircall Webhook
In Aircall, scroll down to Integrations & API, search for Webhook and click the Webhook option. Create a webhook and paste the Zapier webhook URL. Aircall will then send data to Zapier whenever a selected event occurs.
You will then be forwarded to the Integration setup, where you can add a Webhook name as well as the URL copied from Zapier.
This is also where you select the events that will trigger the automation. For this use case, we will use
call.tagged, which means the Zap will run whenever a call is given a specific tag.
In order for the Zapier setup to work, we need to give Zapier some test data. To do this, we have to create some data that would trigger our webhook, which in this case would be a call with a tag.
When we press test in the Zapier trigger node, we should then get data back that we can select and use going forward to ensure the automation is set up correctly.
Step 3: Send a WhatsApp Template via Superchat
Next, add a new action step in Zapier and select Superchat. The function you choose will depend on your use case, but for the purpose of this example we will choose the action Send WhatsApp Template.
If you have not done so already in Zapier, this would be where you connect your Superchat account.
You can then select the template you wish to send out, filling in any variables you need to be filled in within the template itself and press Continue.
After that, you can test the step, preferably with a number you have access to, so that you can see the customer side of the process as well.
Once you are happy with the outcome and see a green tick next to each node in the automation, you can go ahead and press Publish.
