💡 For more information on our recent updates to Salesforce, please visit this article.

- The Salesforce integration is only available for Aircall clients on the Professional plan (formerly Enterprise plan)

In order to take full advantage of our Aircall and Salesforce integration, please make sure that you meet all of our minimum requirements.

Minimum requirements:

  • You must be using either the Salesforce Enterprise or Unlimited plan (not a Group or Essentials plan), or a Professional plan by contacting your Salesforce Account Executive to purchase API access if you do not wish to use the Omni-Channel feature.

  • If you do wish to use Omni-Channel, you will need to be using an Enterprise or Unlimited plan.

  • Have top-level Salesforce administrator privileges or full object-level and full-field-level security permissions.

  • Have the Salesforce license.

  • You must be using the same e-mail for both Aircall and Salesforce (Otherwise calls will be assigned to the Admin of the account instead of the right user).

Let’s get you set up!

First things first, you should check that you are a System Admin in Salesforce and Admin in Aircall. Please also make sure that you are using the same email address for both accounts.

On Aircall:

  • Log in to the Aircall Dashboard

  • Go to Integrations & API and select Salesforce v3 from the Discover integrations section

  • Click Install integration

  • Click Authorize

  • Select a number that should be linked to your integration, then click Add Number

⚠️ Please note, you can skip this step if necessary, but no calls will be logged until a number is connected. You can change or add more numbers to the integration as well in your Aircall Dashboard after the integration has been installed.

  • Choose your environment: Sandbox or Production, then click Connect to Salesforce

  • If you are not logged in already, you will be directed to log in to Salesforce and authorize Aircall to access your account

  • Install the Aircall CTI within Salesforce for the Sandbox or Production environment by clicking Install CTI

⚠️ Please note that this step is important even if you do not wish to use Aircall's CTI, as it is the step where Aircall's Salesforce package is installed, which is necessary for the integration to function properly.

📚 Learn more about setting up the Aircall CTI here for Salesforce lightning and here for Salesforce Classic

  • Once the installation is complete, return to the Aircall Dashboard and click on Configure CTI to be directed to more instructions on setting up your CTI

  • Once you are ready, click Next Step

  • Install the Omni-Channel Package by clicking Install Omni-Channel package. This step is optional and can be done at a later time.

📚 Learn more about Omni-Channel by visiting Using Aircall With The Salesforce Omni-Channel Feature and Installing Salesforce Omni-Channel for Aircall

  • After installing, click Next Step to be directed to more instructions on setting up Omni-Channel

  • Once you are ready to continue, click Next Step again

  • Click on Open Salesforce Settings

  • In Salesforce, verify that the Visible checkboxes are checked for all Profiles, then click Save

⚠️ Please note that this step is required for your integration to function properly. For more information on how to complete this step later if you initially skip it, please visit this page.

  • Click Finish

Once you have completed these steps, your integration is active! 🎉

You can either click Create a test call log to test it out or Return to the dashboard to continue with configuring your settings.

What are the available settings?

  • Log in to your Dashboard

  • Click on the Integrations & API tab in the left sidebar menu

  • Select your Salesforce integration from the My integrations tab to configure:

In the Connected numbers section, you will be able to:

  • Pick which Aircall numbers are connected to the Salesforce integration. Any numbers that are not connected will not log calls in Salesforce.

⚠️ Please note that any IVR numbers you expect calls to be received on should be included in your connected numbers. If a call is received on an IVR that is not connected to the integration, then connects with a user on a redirection line, the call will not log in Salesforce, even if the redirection line is connected to the integration.

In the Call workflow section, you will be able to:

  • Choose what type of Task should get created for each type of call. Inbound, outbound, and missed calls can be logged as in progress, completed, or not logged at all.

In the General settings section you will be able to choose:

  • Whether or not calls are logged outside of your business hours (when lines are closed).

  • Whether or not you wish to have the contact page pop up when a call rings. Contact pages will only pop up when using the CTI in Salesforce.

  • Whether to create a Contact, Lead, Personal Account, or Business Account, or do nothing, for any calls from numbers that are not saved in Salesforce already.

  • Whether to log calls to an existing Case or Opportunity.

  • If Case is selected, you will also be able to choose if you would like a new Case to be created when one does not already exist.

  • Whether or not you wish to have existing Salesforce Contacts also saved directly in Aircall.

  • Which user to assign calls to in the case that no Salesforce users are located for a particular call.

Understanding call log information:

For more information on call logging and the Salesforce fields we use with the integration, please visit Logging Your Calls in Salesforce & Salesforce Call Logging - Fields.

That's it! You are now all set up and ready to go! 🎉

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

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