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

  • You’ll then see the following screen:

Screenshot_2020-01-30_at_08.58.46.png
  • Click “Yes, grant access to these third-party web sites” and click Continue

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

Screenshot_2020-01-30_at_08.59.31.png

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

Screen_Shot_2018-04-17_at_5.01.53_PM.png
  • Click Manage on the next screen

Screen_Shot_2018-04-17_at_5.01.58_PM.png
  • Select New

4.png

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:

RulesDashboard.png

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

Did this answer your question?