Zowie + Aircall — Unified Voice & Chat Support

How It Works

Connect → Route → Resolve

1. Connect Aircall to Zowie via OAuthSecurely link your Aircall account to Zowie in three clicks. Agents log into Zowie Workspace, navigate to Integrations, select Aircall, authorize via OAuth, and configure which teams and agent groups should receive routed calls.

2. Route Incoming Calls Through AI Agent LogicIncoming calls flow through your configured AI Agent with built-in routing rules. The AI Agent handles initial call logic, captures intent, and determines whether to resolve, escalate, or transfer. When human handover is needed, a Thread is created automatically in Zowie Inbox for seamless agent pickup.

3. Resolve — Agents Get Full Context With Call Recordings, Voicemails, and Conversation HistoryEvery call lands in your Inbox with complete context. Agents see the customer's previous chat messages, email history, order details, and the current call—all in one interface. Call recordings and voicemails are automatically logged, searchable, and attached to the conversation thread.

Key Use Cases

Card 1: Centralize Voice and Chat in One Agent Inbox

Eliminate Tool Switching and Reduce Context Loss

Stop switching between Aircall, chat platforms, email clients, and ticketing systems. Route all inbound calls directly into Zowie Inbox alongside your chat, email, and messaging channels. Agents manage their entire workload in one unified interface with a complete view of every customer interaction. This single-pane-of-glass approach reduces handle time, improves agent satisfaction, and ensures no call gets lost in translation between disconnected systems.

Card 2: Capture Voicemails and Call Recordings Automatically

Build a Searchable Voice Knowledge Base

Never lose critical information again. Every voicemail, call recording, and conversation state is automatically logged and attached to the customer's conversation thread. Your team has a complete audit trail and can reference previous calls instantly. Over time, this creates a rich repository of voice interactions that feeds into your AI Agent training, helping it recognize common customer questions, refine responses, and improve first-contact resolution rates.

Card 3: Route Calls Through AI Agent Workflows

Let AI Handle Simple Calls, Focus Teams on Complex Issues

Leverage your Zowie AI Agent's intelligence for voice. Route incoming calls based on customer intent, issue type, or agent availability. The AI Agent can triage calls, answer FAQs, check order status, or collect information before handing off to a human—all within the same platform. This intelligent first layer reduces call volume to human agents by up to 40%, allowing your team to focus on high-value interactions that require empathy and domain expertise.

Card 4: Give Agents Full Cross-Channel Customer Context

Empower Support Teams With Complete Customer History

Your support team has everything they need at their fingertips. View the customer's entire interaction history—previous calls, chat transcripts, purchases, returns, and product preferences—right in the call thread. No more digging through separate systems, consulting a CRM, or putting customers on hold while you hunt for information. Agents can confidently resolve issues faster because they understand the full customer journey, which translates directly to higher satisfaction scores and reduced resolution time.

Real-World Impact: Beyond Phone Support

Voice as Your Omnichannel Equalizer

Ecommerce and SaaS brands often treat phone support as a last resort, but it's actually one of the strongest trust signals available. Customers call when they need reassurance—about order status, delivery concerns, product features, or returns. The problem is that when voice lives in a separate system, you lose context. By integrating Aircall with Zowie's unified platform, you ensure that voice interactions carry the same weight and context as digital channels. A customer who called last week isn't a stranger when they chat today; your agents see the full call history, previous resolutions, and sentiment—building continuity and trust across every touchpoint.

Recordings and Voicemails as a Knowledge Source

Call recordings aren't just for compliance; they're a goldmine for improving your support operation. Automatically logged in your Zowie Inbox, they help agents spot patterns, identify frequently asked questions, and spot gaps in your AI Agent's knowledge base. Voicemails are transcribed and attached to customer threads, ensuring nothing gets missed even when an agent is unavailable or on break. This creates a living record of customer pain points that directly informs product development and AI training.

AI-First Call Routing and Triage Reduces Workload

Not every call needs a human agent—and asking customers to wait for one when an AI can help is poor experience design. Your Zowie AI Agent can handle voicemail collection, simple FAQs, order status lookups, shipping inquiries, and return initiation—all via natural voice conversation. When human expertise is genuinely needed, the handover is seamless, and the agent has full context of what the AI Agent already attempted, eliminating repeat explanations. This architectural approach reduces average handle time by 30-40% while improving first-contact resolution rates.

Voice Data Feeds Your Customer Intelligence Loop

Every call is a data point. Over time, your Aircall + Zowie integration reveals actionable trends: which products generate the most support calls, common objections during sales conversations, seasonal support spikes, and emerging customer needs. Use this intelligence to improve your AI Agent's responses, refine your routing rules, adjust staffing during peak hours, and inform product decisions. The companies winning in customer support treat voice data as a strategic asset, not a compliance checkbox.

Setup Steps

1. Log in to Zowie and navigate to your Workspace.
2. Go to Integrations in your Workspace settings.
3. Select Aircall from the integration marketplace.
4. Click Connect and authorize Zowie to access your Aircall account via OAuth.
5. Configure Routing Rules — Choose which Aircall teams, numbers, and agent groups should route calls into Zowie Inbox.
6. Assign Your AI Agent — Select which Zowie AI Agent will handle incoming call logic and routing.
7. Enable in Aircall — Ensure agents have the Aircall desktop app installed and are available for call assignment.
8. Test a Call — Make a test inbound call to verify calls are routing correctly to your Inbox and threads are being created.

Customer Quote

"Before Aircall + Zowie, we treated phone calls as interruptions to our chat workflow. Now they're part of the conversation. Our agents see call history, recordings, and context in the same place they handle chat. It's made a huge difference in how quickly we can help customers and how much better our team feels about support quality."

— Sarah Chen, Director of Support Operations, ModernGood (D2C ecommerce brand)

Related Integrations & Resources

Integrations to Expand Your Support Capabilities:

• Zowie + Klaviyo Integration — Layer customer lifecycle data and behavioral segments into every support conversation for smarter, more personalized responses.
• Zowie + Zendesk Sunshine Integration — Unify customer data across all your systems so every agent interaction is informed by the complete customer record.
• Zowie + Salesforce Integration — Connect CRM insights, account data, and opportunity context directly to support conversations and voice calls.

Zowie Product Resources:

• Zowie AI Agent — Learn how our AI handles voice, chat, and email interactions at scale while maintaining complete context across channels.
• Zowie Inbox — Your unified omnichannel support hub where voice, chat, email, and messaging conversations flow into one intelligent interface.
• Zowie Platform — Explore the full Zowie Customer AI Agent Platform and see how leading brands use AI to scale support without sacrificing quality.