Bring call and voice-channel data into Responsly for unified analysis
Post-call feedback is the single most reliable way to measure call-center quality, and the easier you make it for the caller to answer, the more answers you get. Connecting Responsly to Aircall brings call metadata — agent, duration, direction, tags — into Responsly for analysis, then fires the survey the moment the call ends with that context already attached. Survey scores and call fields live in the same response record, so you can filter CSAT by queue, coach by agent, and spot trends without juggling exports between tools.
Where Aircall + Responsly pays off
Inbound support CSAT
Every resolved inbound call triggers a short CSAT survey via SMS or email. Response rates of 15–30% are typical, and the feedback correlates tightly with actual call quality (because it’s captured right after the call, not days later). Low scores route to the team lead automatically.
Outbound sales call follow-ups
Outbound calls trigger a short follow-up: “How useful was this conversation?” combined with a few qualification questions. The data feeds both rep coaching and the CRM record on the contact, so the next outreach starts smarter.
Agent performance coaching
Aggregated by agent, survey scores produce a coaching dashboard that managers and agents both trust — because the feedback is real, customer-voiced, and tied to specific calls. Agents see their own scores and trends; managers see the call recordings attached to low-score calls.
Call-type segmentation
Different call types (billing, technical support, sales) get different surveys. Billing calls ask about speed; technical calls ask about resolution; sales calls ask about fit. Aggregate data per call type tells the leadership team which queue needs the most work.
First-call-resolution tracking
A single-question follow-up (“Was your issue resolved in that call?”) gives first-call-resolution data that call recording alone can’t capture. Combined with Aircall’s call-count metadata, you get true FCR, not the estimated kind.
Connecting Responsly to Aircall
- In Aircall, configure an outgoing webhook on the
call.endedevent pointing at Responsly’s inbound endpoint. - In Responsly, map webhook payload fields to survey hidden fields — caller, agent, duration, tags.
- Choose the delivery channel. SMS for phone-only callers; email for B2B; both with fallback.
- Configure the send delay. Immediately works for CSAT; 1 hour works for sales follow-up.
- Set up low-score routing. Any response below a threshold alerts the team lead via Slack or email.
- Test with live calls before enabling for the full team.
Practices that keep CSAT scores meaningful
Short surveys. Single-rating CSAT plus one open-ended question is the sweet spot. Longer surveys drop response rates sharply.
Timing matters. Send within minutes of the call ending. Delayed sends correlate with lower response rates and noisier scores.
Tag responses back to the agent. Aggregation by agent is only useful if the attribution is reliable. Pass the agent name from the Aircall webhook every time.
Review low scores weekly. A weekly call-quality review based on survey data is a healthy management habit. Listen to the call recording alongside the feedback.
Respect caller preferences. If a caller opts out of surveys, respect it across channels. This is standard but worth enforcing via the integration settings.
Outcomes call teams see
- reliable post-call CSAT with 15–30% response rates,
- coaching conversations grounded in actual customer voice, not manager impressions,
- first-call-resolution data that matches reality,
- per-queue quality metrics that drive staffing and training decisions,
- happier customers because agents see their scores and improve.
Capture every call’s quality signal the moment the call ends
Connect Responsly to Aircall and voice-channel feedback stops being scattered across call logs and spreadsheets. Call data flows in, the survey ships, scores land on the same record — and the coaching loop tightens every week. For industry benchmarks and metrics to track alongside CSAT, see our customer service metrics guide and first contact resolution guide.
Voice feedback as a source for Athena
Call centers generate the richest qualitative feedback of any channel — but it’s trapped in the open-ended comment on each post-call survey, and nobody has time to read thousands of them. That’s the analysis gap Aircall data alone can’t close.
Post-call responses collected through Aircall flow into Responsly, where Athena, our AI analyst, reads every open-ended comment, groups them into recurring themes, and tracks sentiment by agent, queue, and call type. Because Athena analyzes the voice channel alongside your chat, email, and web feedback, “hold times too long” or “agent didn’t understand my issue” surfaces as a cross-channel pattern instead of a hunch. Call metadata comes in from Aircall, the survey ships when the call ends, and the qualitative signal lands in feedback analytics next to every other source — one view of customer voice, not one per tool.
Related resources
- Customer support integrations — post-conversation survey patterns for helpdesk and call-center stacks
- LiveChat integration — similar post-interaction CSAT for chat channels
- Athena AI analyst and feedback analytics — cluster open-ended call feedback across every channel
- Customer service metrics guide — benchmarks for CSAT, FCR, and agent coaching
- Survey data analysis — slice Responsly responses by agent, queue, and call type
