To install Salesforce Omni-Channel please follow these instructions.

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  • You’ll then see the following screen:
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  • Click “Yes, grant access to these third-party web sites” and click Continue
  • Once it’s been installed, you’ll see the completion screen:
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Plugin Setup

In order to complete the setup, you’ll need to set up the following customizations:

  • Search for Custom Settings in the search bar
  • Click on Custom Settings
  • Select Omni-Channel Sync Webhook
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  • Click Manage on the next screen
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  • Select New
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Utility Bar:

In Salesforce, go to Setup then App manager. Select on which Lightning Console App you would like to add Aircall Omnichannel to. Then select enter.

You should choose the same Lightning Console App for Aircall omnichannel that you and your team are using to access the Aircall CTI.

⚠️Please note that omnichannel can only be used with Salesforce Lightning and only in the Sales/Service console.

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Be sure to enable the following “Load in background when the app opens” then click save.

Setting up the workflows from the Aircall dashboard:

As a final step, you’ll need to ensure that you’ve customized your workflows from the Aircall Dashboard.

  • First, log in to the Aircall Dashboard and click on Integrations. Then select Salesforce
  • Scroll to the section called Omni-Channel Rules. Select your workflows per your preferences:
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Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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