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The Post Call Context to Aircall action lives inside the workflow builder. After the AI transfers a call to your Aircall line, it finds that call in Aircall and posts a persistent call comment and/or a live insight card for the receiving agent.
Pair it with the Voice Call Transferred trigger — it fires right after the AI completes a transfer and carries the caller, destination, and transfer reason in its payload.

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Configure the action

1

Create a workflow on the Voice Call Transferred trigger

In the flow builder, pick the Voice Call Transferred trigger. Optionally restrict it to the transfer destination that points at your Aircall number, so the workflow doesn’t fire for transfers going elsewhere.
2

Drop the node into your workflow

Add a Post Call Context to Aircall node from the Integrations category.
3

Wire up your credentials

Fill Aircall API ID and Aircall API Token with the values from Connect. Best stored once as organization variables and referenced as {{variables.aircall_api_id}} / {{variables.aircall_api_token}} — see Store as organization variables.
4

Point it at the caller

Set Caller Phone Number to {{trigger.ticket.contact.phone_number}}. This is the number OpenCX searches for in Aircall to find the transferred call.
5

Generate a call summary (optional)

To include a full AI summary of the call in the note, add an Ask AI About Ticket step before this action. Point its Ticket Number at {{trigger.ticket.ticketNumber}}, prompt it to summarize the call for the receiving agent, and give it an expected output with a summary string field. Reference its output in the comment (e.g. {{ask_summary.result.summary}}).
6

Write the context

Fill Call Comment with the note you want on the call record (e.g. the AI summary and transfer reason), build a live card with Insight Card Title + Insight Card Fields, and/or set Call Tags. At least one of the three must be provided.
A typical configuration (with an Ask AI About Ticket step id’d ask_summary before this action):
  • Call Comment:
  • Insight Card Title: OpenCX AI Call Context
  • Insight Card Fields: Reason → {{trigger.transfer_reason}}, Session → View session in OpenCX with Link set to the same session URL as the comment
  • Call Tags: opencx
The whole note is just workflow text — edit the template, reorder sections, or drop any of them. Newlines in the comment are preserved in the Aircall note, so you can format it into sections. Generating the summary as a workflow step (instead of baking it into the trigger) means transfers that don’t post context to Aircall never pay for summarization.
Aircall call comments are plain text — no markdown or HTML. Include links as full raw URLs (as in the template above). For a guaranteed clickable link during the call, use an insight card field’s Link input, which Aircall renders as a native hyperlink in the agent’s phone app. {{trigger.ticket.ticketId}} is the OpenCX session UUID, so https://platform.open.cx/inbox/?s={{trigger.ticket.ticketId}}&org={{organization.id}} deep-links straight to the session in the inbox.

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Inputs reference

Required. The API key pair from your Aircall dashboard. Sent as HTTP Basic auth.
Required. The number used to search Aircall for the transferred call. Usually {{trigger.ticket.contact.phone_number}}. Both +-prefixed (E.164) and bare-digit spellings are tried automatically, E.164 first.
Optional. Posted as a note on the Aircall call record; persists after the call ends.
Aircall allows at most 5 comments per call and comments cannot be edited or deleted once posted. Emojis are stripped by Aircall.
Optional. Builds the card shown in the agent’s Aircall phone app during the call — it is not stored after the call ends. Each field is a { label, text, link } line; the whole card payload must stay under 10KB (the action validates this before posting).
Optional. Tag names to add to the Aircall call (e.g. opencx). Tags that don’t exist in your Aircall account yet are created automatically; existing tags are matched case-insensitively so no duplicates are created. Tags already on the call are kept.
Defaults to 30 (maximum 40). A freshly transferred call can take a few seconds to become searchable in Aircall, so the action polls every few seconds until it finds the call or this budget runs out. Set to 0 to try exactly once.

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How the call is matched

The action searches Aircall’s call log for the caller’s number, newest call first, bounded to the last 15 minutes:
  1. Every spelling of the number is tried — +13025494224 first (Aircall stores E.164), then 13025494224 — so it doesn’t matter which format your contact record uses.
  2. If the search comes back empty, the action waits a few seconds and retries until Max Wait elapses, absorbing Aircall’s search-indexing lag.
  3. Among matches, calls that are still ringing or ongoing win — the transferred call is by definition live when the workflow fires — so an older, already-ended call from the same number can never shadow the fresh transfer. Among those, inbound calls are preferred, then the newest.

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Output

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Good To Know

Aircall only shows insight cards on ongoing calls and discards them when the call ends. For context that must survive the call, use the comment as well.
The API ID and token are read from the node’s configuration on every run. Reference organization variables ({{variables.aircall_api_id}} / {{variables.aircall_api_token}}) instead of pasting raw values — then rotating the key is a one-place change in Settings → Variables, and no workflow needs editing.
Bad credentials, no matching call within the wait budget, or a rejected post (e.g. the 6th comment on a call) fail the workflow run on this node with a descriptive error — nothing is swallowed silently.

Connect

Generate the Aircall API ID and token.

Overview

How the transfer + context flow fits together.

AI Phone agent configuration

Add the transfer destination that forwards calls to Aircall.

Troubleshooting

Call not found, credential errors, comment limits.