Airtable

Airtable is a spreadsheet-database app that many teams use as a lightweight CRM, order tracker or customer list. Connecting Airtable to Resool shows the Airtable records that match the contact you're talking to (by email or phone) right next to the conversation, and lets agents add the contact to your table or update their record in one click. Workflows can create or update records with any fields you map.

#What you can do with Airtable

In the Inbox

• See matching records: records in your chosen table whose email field equals the contact's email, or whose phone field matches the contact's phone.
• Add to Airtable when there's no match, or Update in Airtable when there is one. The contact's name, email and phone go into the fields you choose.

On the contact page

• The Connected apps list shows how many matching Airtable records the contact has.

In Workflows

• The Create / update Airtable record step creates a record with mapped fields, or updates the record whose field matches a value instead of creating a duplicate.

#Before you begin

• You need an Airtable account with edit access to the base you want to use.
• Your table should have fields for the contact's email and/or phone so Resool can match records.
• In Resool, only workspace Owners and Admins can connect apps and change their settings.
• Adding or updating records from the inbox needs a role that can manage contacts (Owner, Admin, Manager and Agent can by default).

#How to connect Airtable to Resool

1. Go to Settings › Apps.
2. Open the Productivity tab and click Connect on the Airtable card.
3. The Connect Airtable dialog lists what Resool will be able to do: see the bases you share and their tables and fields, find records by email or phone, and create and update records. Click Continue.

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Settings › Apps › Airtable › Connect

The "Connect Airtable" dialog with its description, the permission list with three items, and the Cancel and Continue buttons.

File: screenshots/airtable-connect-dialog.png

1. Sign in to Airtable in the window that opens, choose the bases to share with Resool and grant access.
2. You're returned to Resool and see Airtable connected.

#How to configure Airtable

The inbox panel needs a table and match fields before it can show records. Click Manage on the Airtable card to open Airtable settings.

Defaults

• Base: the Airtable base.
• Table: the table the contact panel looks contacts up in, and where Add to Airtable puts them. Changing the base clears the table and the fields below.

Matching contacts

• Email field: records whose field equals the contact's email are shown on the contact.
• Phone field: matched on the phone's last digits, so formatting differences (spaces, dashes, country code style) don't matter.
• Name field: filled with the contact's name by Add to Airtable.

Set at least an email or a phone field. Click Save changes when you're done.

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Settings › Apps › Airtable › Manage

The "Airtable settings" side sheet with Base and Table picked in Defaults, and the Matching contacts card with Email field, Phone field and Name field set to table fields.

File: screenshots/airtable-settings-sheet.png

#How to use Airtable in the Inbox

1. Open a conversation in the Inbox.
2. Click the Airtable icon in the right-hand sidebar. Resool searches the table for the contact's email and phone.
3. If records match, you see them with their first few fields. Click a record to open it in Airtable.
4. Click Add to Airtable to add the contact as a new record, or Update in Airtable to write the contact's current name, email and phone into the matching record.

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Inbox › open a conversation › Airtable icon in the right sidebar

The Airtable panel with "1 record" showing a record title and four fields (Email, Phone, Plan, Status), and the Update in Airtable button at the bottom.

File: screenshots/airtable-inbox-panel.png

If the panel says This contact has no email or phone, add one to the contact first. If it asks you to pick the base, table and match fields, finish the setup in Airtable settings.

#How to create or update Airtable records in Workflows

1. Open a workflow and click Add a step.
2. Under Tasks & docs, choose Create / update Airtable record.
3. Set up the step:
   • Base and Table: leave them on Default or pick others.
   • Fields: click Add field, pick a Field and enter a Value. Values accept variables such as {{contact.email}}.
   • If a record exists: Always create a new record, or Update the one matching a field you mapped (for example Email), so repeat runs update the same record.
4. Save and publish the workflow.

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Workflows › open a workflow › Add a step › Tasks & docs › Create / update Airtable record

The step settings with Base and Table picked, three mapped fields (Name → {{contact.name}}, Email → {{contact.email}}, Source → WhatsApp) and "If a record exists" set to "Update the one matching Email".

File: screenshots/airtable-workflow-step.png

#How to disconnect Airtable

1. Go to Settings › Apps and click Disconnect on the Airtable card.
2. Confirm in the Disconnect Airtable? dialog.

Resool stops accessing your Airtable bases. Your records stay in Airtable.

#FAQ and troubleshooting

#Why doesn't the panel show a record I know exists?

What you can do:

• Check that Email field and Phone field in Airtable settings point to the right fields.
• Make sure the email in Airtable is exactly the contact's email.
• Make sure the base was shared with Resool when you connected. If not, disconnect and connect again, and select it.

#Does Add to Airtable create duplicates?

No. It matches on the email field (or the phone field when the contact has no email). If a record matches, it's updated instead.

#Can I fill fields other than name, email and phone?

From the inbox, no. Use the Create / update Airtable record workflow step to map any field.

#Can I use more than one table?

The inbox panel uses the table in Airtable settings. Workflow steps can each pick their own base and table.

#Which plans include Airtable?

Apps are included on every plan. See Plans and billing.

#What's next?

• Getting started with apps
• Workflow steps
• Smartsheet
• Google Sheets