To install and activate Salesforce Omni-Channel for Aircall please follow these instructions.

⚠️ Please note: The Omni-Channel feature must be activated and set up in Salesforce prior to setting up the Aircall Omni-Channel integration.


  • You’ll then see the following screen:

  • Check “Yes, grant access to these third-party web sites” and click Continue

  • Once it’s been installed, you’ll see the completion screen:

Plugin Setup

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

  • Go to Setup

  • Search for Custom Settings in the Quick Find bar

  • Click on Custom Settings

  • Select Omni-Channel Sync Webhook

  • Click Manage on the next screen

  • Select New


Utility Bar

In Salesforce, go to Setup then App manager. Select 'Edit' on the Lightning Console App where you would like to add Aircall Omni-Channel.

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

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

Be sure to enable “Start automatically” 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, login to the Aircall Dashboard and click on Integrations. Select your installed Salesforce integration

  • Scroll to the section called Omni-Channel rules. Select your workflows per your preferences:

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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