Vizalia

Vizalia for Aircall: setup and features

Seeing on the phone changes the decision, on Aircall too. With Vizalia, a card appears in Aircall Workspace on every call: one click, one SMS, and your customer shows you what they see, from their phone, with nothing to install.

What you need

  • An Aircall account with admin access: only an Aircall admin can install an app.
  • Your agents use Aircall Workspace, on desktop or in the browser.

Install Vizalia

  1. In the Aircall Dashboard, open integrations, search for Vizalia (formerly Urgentime) and click Install.
  2. Authorize the access Vizalia requests.
  3. You land on the "Vizalia is installed in Aircall" page. Click Choose numbers in Aircall.
  4. Select the numbers on which Vizalia should appear, then save.
  5. Make a test call on one of these numbers: the Vizalia card shows in Aircall Workspace.

During a call

  • Inbound call: the card appears as soon as you pick up.
  • Outbound call: it appears as soon as you start the call.
  • Transferred call: the agent who takes over the call gets their own card.

The card reads "Video call · your first name". Click Join: Vizalia opens in your browser, already signed in, with your customer's number filled in. Click Send: your customer receives an SMS with a link, opens their camera, and you see what they see. You can take HD photos, point, annotate, share your screen or a document.

The card's button stays valid for one hour. After that, sign in to Vizalia with your email address.

Your agents' accounts

  • Each Aircall agent gets a Vizalia account automatically, on their first call on a selected number, under their Aircall email. Vizalia first checks with Aircall that the agent belongs to your company.
  • The first account created in your workspace gets the manager role.
  • An agent deactivated by your Vizalia administrator no longer gets the card, and their account is not recreated.
  • If an agent's email is already used by another Vizalia account, their account is not created: contact us.

Uninstall, reinstall

Uninstall Vizalia from the integrations in the Aircall Dashboard. Vizalia then stops receiving your calls. Your Vizalia workspace and its history are kept: if you reinstall, you get the same workspace back.

Data exchanged with Aircall

For the numbers you selected, Aircall sends Vizalia call events: call ID and direction, the other party's number, and the Aircall agent (name and email). Vizalia uses them to show the card and create your agents' accounts. Vizalia does not read your call recordings or transcripts. Data is hosted in France; Vizalia is ISO 27001 certified and GDPR compliant.

FAQ

  • The card does not appear.
    1. Is the number selected in Vizalia's settings in Aircall?
    2. Is the agent using Aircall Workspace on desktop or in the browser?
    3. Has their Vizalia account been deactivated?
    4. Is their email already used by another Vizalia account?
  • I can't see the "Install" button. Only an Aircall admin can install Vizalia.
  • "The installation link expired". The link is valid for 15 minutes: restart the installation from Aircall.
  • Need help? Email support@urgentime.com.
Contact us