Does Bookbag answer phone calls automatically?

No. Bookbag does not handle voice calls. It works alongside Aircall by enriching the call experience with customer context and automating post-call follow-up tasks after human agents handle the call.

How does Bookbag match a caller to their Shopify order?

Bookbag matches the caller's phone number from Aircall's call event to the phone number on file in your connected Shopify (or other ecommerce) store to retrieve their order history.

What call events does Bookbag listen to via Aircall webhooks?

Bookbag listens to call answered, call ended, and call tagged events. The tagged event is particularly important — it tells Bookbag which post-call action to perform based on the agent's disposition tag.

Can Bookbag work with Aircall's SMS feature?

Yes. Bookbag can handle inbound SMS conversations through Aircall's SMS number — resolving common support questions in text form before or after a voice interaction.

Does this integration require a specific Aircall plan?

Aircall's API and webhooks are available on the Essentials plan and above. Any Aircall paid subscription includes the API access Bookbag needs to integrate.

Voice, Knowledge & More

Bookbag + Aircall

Give your Aircall agents instant Bookbag-powered order context during calls, and let the AI handle post-call follow-up without manual effort.

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About Aircall

Aircall is a cloud-based phone system built for support and sales teams, with a deep integration ecosystem and an open API that makes it easy to connect to ecommerce data. When Bookbag is connected to Aircall, the AI agent serves two key functions: surfacing live order and customer context to your human agents during active calls via Aircall's integration panel, and handling post-call follow-up tasks — such as sending tracking information or processing a return — automatically so agents don't have to follow up manually. For ecommerce brands where phone support is an important channel, this combination means faster call handling and fewer after-call work minutes.

COMPATIBILITY

Channels

PhoneSMS

Integration methods

APIWebhooks

How it works together

Connect Aircall and Bookbag gets the context and reach it needs to resolve more tickets automatically.

Connect via Aircall API credentials
Provide Bookbag with your Aircall API ID and token. Bookbag registers as a webhook listener for Aircall call events — receiving real-time notifications when calls are answered, ended, or tagged.
Surface customer and order context on call answer
When an agent answers a call in Aircall, Bookbag looks up the caller's phone number against your connected ecommerce platforms (Shopify, etc.) and surfaces their recent order history, open returns, and account details in the Aircall integration panel.
Automate post-call follow-up tasks
When a call ends with a specific tag (e.g., 'send-tracking', 'process-return'), Bookbag reads the tag via Aircall's webhook, performs the corresponding action in your connected systems, and sends a follow-up message to the customer — no agent effort required.
Log call outcomes to your helpdesk
Bookbag can create or update support tickets in your connected helpdesk after each call, including the Aircall recording link, call notes, and the outcome of any automated post-call actions.

Benefits

Faster call resolution with instant order context

Agents spend the first 30–60 seconds of most support calls looking up the customer's order. With Bookbag surfacing that context automatically on call answer, resolution starts immediately.

Eliminate manual after-call work

After-call tasks like sending tracking links or initiating returns are time-consuming and prone to being forgotten. Bookbag handles them automatically based on call outcome tags, ensuring they are always completed.

Consistent post-call customer experience

Because Bookbag automates follow-up, every customer who was promised a tracking link, return label, or refund confirmation gets it — regardless of how busy the agent is after the call.

Frequently Asked Questions

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Connect Aircall to Bookbag

Join the ecommerce teams resolving more tickets, answering 24/7, and turning support into a revenue channel with Bookbag.

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