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 they are on a call

When an agent is in a call, their Omni-Presence status will automatically switch to the status you've selected in the integration settings in your Aircall Dashboard.

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  • 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 “Busy”, their Aircall status can automatically be switched to "Unavailable".

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In order to begin using the Omni-Channel feature please verify that you meet the following requirements:

  • You are using Salesforce Lightning

  • Aircall's Salesforce package is installed

  • Agents are using the Aircall CTI

  • The Omni-Channel feature has been 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!

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