Aircall began rolling out a new version of the Salesforce integration in January 2022, with some minor performance improvements. Here are the current changes to look for:

Integration Configuration

In the My Integrations section of your Aircall Dashboard, existing customers will see two versions of the Salesforce integration:

The new version of the Salesforce integration will be activated automatically, and the old version of the Salesforce integration will be deactivated automatically.

New customers from February 1, 2022, will only see one version of the Salesforce integration in their Dashboard.

Call Ownership

Aircall will allow Admins to choose a default User that calls will be assigned to in Salesforce in the case that no User can be found otherwise.

Example: Contact A calls your company’s main line. Unfortunately, no one is available to answer, and thus the call is missed. Since no User answered the call, and thus there is no User recognized to assign the call to, the call will be assigned to the default User selected in your settings within your Aircall Dashboard.

This allows you to more efficiently handle missed calls and any other calls that may not have a recognized User to be assigned to.

Record Association

Aircall will allow calls to log onto both Accounts and Cases/Opportunities. If a call creates a Task that is logged to an Account, it will now be logged to the Case or Opportunity associated with that Account.

Improved Click-to-Dial Call Logging

When using click-to-dial from a contact record in Salesforce, the outbound call will log under that specific contact—even if there are multiple contacts with the same phone number in Salesforce. (Previously, the call would log only under the last updated contact record).

Omni-Channel

The Omni-Channel feature has been streamlined to make it easier to understand availability statuses. Now only the parent statuses (Available, Busy, Offline) will need to be mapped to Aircall, allowing Admins to easily sync availabilities as desired, without the need to map every unique Omni-Channel presence status.

⚠️ Please note that as the migration rolled out, there was a transitional phase for a few integration features including call recordings, Omni-Channel, and IVR number assignment. For more details on these transitions, and each features current functionality, please visit the following links:

Salesforce Migration - Call Recordings

Salesforce Migration - Omni-Channel

Salesforce Migration - IVR Numbers


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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