Use cases supported
Work through a calling task queue. Call, record the result, and complete each task from Enginy.
Call a contact directly. Use the contact card or Calls → Make a Call without creating a task first.
Call from a company view. Use a contact's call action, or the company header's call menu when a company number is available.
Review call history. Find logged calls, saved outcomes and notes, and available recordings on the Calls page.
Log while the conversation is fresh. Use the task's Log Call tab or the floating Log call window.
Sync supported call activity to your CRM. Save direct call logs or complete call tasks; synchronization depends on your CRM connection and linked records.
Starting a call in Enginy
Before calling, connect Aircall as described in Article 1 and sign in to the embedded dialer with your own user from the connected Aircall company. Allow microphone access when prompted. If the dialer closes after sign-in, select the call action again.
You can start from a task, contact card, company view, or the Calls page. Check the destination and your From number in Aircall, then use its Call button to place the call.
From a task
This is the main flow for sales reps working a calling queue.
Open Tasks and select a Call task.
Click the Call button in the task header to open Aircall with the contact's number.
Check the numbers in Aircall and click Call.
When ringing begins, the dialer minimizes so the contact and task context remain visible. Use + to expand it, – to minimize it, or its drag handle to move it.
Open the task's Log Call tab beside Instructions to record the result and notes.
When finished, use Log Call & Complete Task. Enginy advances to the next task when one is available; this does not dial the next contact automatically.
CRM note: Completing a task can sync its notes and supported call fields through the task's CRM connection. Multiple call attempts on one task are not necessarily exported as separate CRM activities. See Keeping your CRM in sync below.
From a contact card
Useful when you want to reach someone who is not in your task queue.
Open a contact with a stored mobile phone number.
Click the phone button in the contact header.
Check the destination and From number in Aircall, then click Call.
Record the result in the floating Log call window and click Save.
From a company
Useful when you are working an account and want to choose a person to call.
Open the company from Companies.
Open its Contacts tab.
Find a contact with a stored mobile number and use the phone icon on their row.
Check the destination and From number in Aircall, then click Call.
Save the outcome and notes in the Log call window.
If no contact number is available, add one or try enriching the contact. Enrichment does not guarantee that a number will be found.
The company header also has a call menu that can offer the company's own phone number and its contacts' numbers. Calling the company number does not automatically attach the call to an individual contact.
From the Calls page
Open Calls and click Make a Call.
Search for and select a contact with a phone number. Contacts without a number cannot be selected for calling.
Sign in to Aircall if prompted, then check the destination and From number and click Call.
Save the result in the floating Log call window.
Call notes and outcomes
Enginy captures basic call details automatically. Choose the final outcome and add notes yourself using the workflow that matches your call.
Standard outcomes are Connected, No Answer, Wrong number, Left Voicemail, and Busy. Your CRM configuration can change the choices: HubSpot can show its own Call outcome options and a Call type field.
Logging an outcome from a task:
Below Instructions you can find Log Notes.
Select Call status, or the CRM-specific Call outcome shown in your form.
Add Call Notes. Fill in any supported CRM fields shown.
Click Log Call & Complete Task to save the task form and complete the task. Use Log Call, Complete & Pause Task from the dropdown if you want to pause the queue afterward.
Logging a direct call:
The floating Log call window opens when ringing begins and remains available after the call ends.
Select a Call outcome and add optional Call notes.
Click Save. An outcome is required to save from this window.
You can minimize the window while you navigate. If you close an edited draft without saving, Enginy asks whether to discard it.
The screenshot below shows an earlier centered layout of the outcome and notes fields. The current interface uses the floating Log call window described above.
The saved outcome and notes belong to the call log. Calls started from a contact or task retain that context. CRM synchronization follows the conditions below.
Where to find your call history
Open Calls → All to review logged calls across your workspace. Filter by Company, Called by, Call Status, or Call date.
Click a call to open its details:
Highlights: saved notes, outcome, and an AI summary when available.
Call History: other calls linked to the selected call's contact.
Call Recording and Transcript: available call media and text.
Call back: start another call to the displayed number.
Dates, times, duration, and caller information help you identify the right conversation. Recordings and transcripts may appear after processing, and are not available for every call.
Calls made in the Aircall app can also appear when the connected integration receives their events and the Aircall user's email matches an Enginy user. Calls started outside an Enginy contact or task may have no contact or task attached.
Keeping your CRM in sync
A supported CRM connection and the relevant CRM-linked records are required. Connecting Aircall alone does not enable CRM synchronization.
Direct calls: saving the call outcome and notes can create CRM call activity when the contact is linked and your CRM supports this flow. A CRM-synced task is not always required.
Task calls: fill in the task's Log Call form and complete the task. Its CRM connection determines which notes and supported fields are sent. Several attempts can be represented by one completed-task activity.
CRM differences: Salesforce requires a task already synced to Salesforce. TribeCRM records call information through task completion rather than a separate direct-call activity. Other CRM integrations also have their own requirements.
Fields and associations: available fields vary by CRM. HubSpot can expose Call type and configured Call outcome choices; do not assume every custom task field or contact/company association is copied.
Media and later edits: recordings and transcripts are viewed in Enginy; this sync does not upload them to the CRM. Editing a call that has already synced does not guarantee an update to the existing CRM activity.
Known limitations
An active Aircall account is required. Aircall manages your numbers, calling destinations, user assignments, and routing.
Incoming calls are supported in the embedded dialer after you open it and sign in, subject to Aircall routing and availability.
Contact and task call buttons need the appropriate stored contact number. The company header can offer a company number, and the embedded dialer accepts manually entered numbers.
A call placed to a company or manually entered number is not guaranteed to be attached to an individual contact automatically.
Recordings depend on Aircall providing a recording. Transcripts need available call content; AI summaries require a transcript and a call duration of at least 20 seconds.
Calls navigation and related contact/task access depend on your workspace features and permissions. You can edit the notes and outcome of your own calls.
Troubleshooting
I do not see call buttons or the Calls page.
Check that Aircall is connected under Integrations → Communication → Aircall, and that your workspace has calling enabled. Contact your administrator or Enginy support if the feature or settings are unavailable. Contact call actions also require a stored phone number.
The Aircall panel is blank or asks me to sign in again.
Reload Enginy, open the dialer, and sign in to the Aircall company connected in Integrations. Aircall manages the browser session, so it may request another login. If the panel closes after login, select the call action again. Contact support if it remains blank.
Enginy warns that I am using a different Aircall workspace.
Sign out of the embedded dialer and sign in with a user from the company connected in Integrations. A different company account can prevent recordings, transcripts, and summaries from being available.
The call button is disabled, or a number will not dial.
Check the contact's number and country code, your Aircall login, and whether another call is already active. Confirm that you have an available outbound number in Aircall. Company numbers are supported through the company header's call menu when available.
My call went through but I cannot find it.
Check Calls → All and clear filters that might hide it. Confirm the Aircall and Enginy user emails match and that the Aircall number is associated with the integration. Call events may take time to arrive. Calls made outside Enginy can be logged without a contact association, so they may appear on Calls without appearing in that contact's history.
I cannot find the recording, transcript, or AI summary.
Check whether Aircall recorded the call and allow time for processing. Use the transcript generation action if offered. An unrecorded call cannot produce a recording-based transcript, and summaries need a transcript and at least 20 seconds of call duration.
My outcome or notes did not sync to the CRM.
For a direct call, confirm you clicked Save, the contact is linked to the CRM, and the CRM supports direct-call logging. For a task call, confirm its Log Call form was filled in and the task completed through the appropriate CRM connection. Salesforce requires a synced task. Later edits to an already-synced call may not update the CRM activity.
I saved the floating call log, but the task is still open.
Saving that window does not complete a task. Review the task's own Log Call fields, then use Log Call & Complete Task when you are ready.