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.
Click on the following link: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t7Q000000EcTLQA0
Sign in to Salesforce, then Install for All Users:
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:
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
Copy & paste the following link into 'Endpoint':
Copy your Omni-Channel Token from your integration settings in the Dashboard, and paste it into 'Token':
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!