The Aircall and Salesforce Omni-Channel feature allows managers to empower agents to deliver seamless customer support across every channel, minimize distractions for agents, monitor call status live in Salesforce and make adjustments in real-time. You'll be able to see at any given time which agents are in a call using the Omni-Channel Supervisor – allowing you to make better decisions on which channel your agents should focus on.

How does the Aircall + Salesforce Omni - Channel feature work?

The Omni-Channel feature supports the following capabilities:

  • Changes the Omni-Channel status of an Agent when he/she is on a call

When an agent is in a call, their Omni-Presence status will automatically switch to "In call" or any other supporting status is shown on the Aircall Livefeed.

omnichannel2.png
  • Changes the agent's Aircall availability according to their Omni-Channel status in Salesforce. This improves call distribution by routing calls to available agents only.

For example, when an agent switches their Omni Channel status to “Chat only”, their Aircall status is automatically switched to unavailable.

omnichannel1.png

In order to begin using the Omnichannel feature please verify that you are meeting the following requirements first:

⚠️ This feature is only available for the Salesforce Lightning in Console

⚠️ The default Salesforce Aircall package must be installed

⚠️ Agents must use the Aircall CTI embedded in Salesforce interface

⚠️ The Omni Channel feature must be activated and set up in Salesforce

You can follow the setup guide by clicking here.

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?