After the initial Salesforce migration, users may have noticed that call recordings no longer showed in the Description field (visible as “Comments” in Salesforce), and were only be logged in the Call Recording custom field.

This functionality has been updated, and call recordings now will show in both fields.

If you are simply viewing call recordings in the Comments of your tasks, no action is needed.

If you would like to ensure call recordings are also shown in the dedicated Call Recording field, please ensure the User Profile of the User who installed the integration is set to have editing rights to the Call Recording custom field, and then add the Call Recording field to your Task Layout.

⚠️ Please note that the Call Recording field is a Custom Field that is installed with the Aircall CTI Salesforce package. If you skipped installing this package when setting up the integration in the Aircall Dashboard, or were migrated and have not installed the new package yet, you can do so by following this link.

For more information on installing the Salesforce integration and the Custom Fields, please visit these articles:

How To Configure Your Salesforce Integration - Migration Version

How To Configure Your Aircall CTI Within Salesforce Lightning

How To Configure Your Aircall CTI Within Salesforce Classic

How To Make Custom Fields Visible In Salesforce / Changes

Ensuring the Call Recording field is editable for the User who installed the integration

  • Go to Setup

  • Go to Field Accessibility

  • Go to Task

  • Click View by Fields and then choose Call Recordings

  • Click on the Field Access level (Editable, Read-Only, Hidden, etc.) for the Profile of the User who installed the integration (for example, System Administrator)

  • Set the Field-Level Security and Page Layout settings to be Visible, then save:

Adding the Call Recording field to your Task Layout

  • Go to Setup

  • Go to Object Manager

  • Go to Task

  • Click on Page Layouts and then your Page Layout Name

  • Add the Call Recording field to your Tasks, then save:


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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