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.
Installation
Click on the following link: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t1p000000Y0o9
For "What if existing component names conflict with ones in this package?" select “Do not install.”
Select “Install for All Users”
Click Install
You’ll then see the following screen:
Click “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
Copy & paste the following link into Endpoint:
https://bridge.aircall.io/v1/salesforce/presence_statusesCopy & paste the following into Token:
56B5EE59A5699972CC418BD2F89A2
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!