This guide will show you how to install and configure the Aircall for Sales Engagement integration.
There are seven key steps:
(Optional) - Map call results to Sales Engagement (HVS)
Before you start, ensure you’re either a Salesforce Admin or have the “Download AppExchange” permission.
Locate Aircall for Salesforce Sales Engagement on your Aircall Dashboard
Navigate to Aircall Dashboard > Integration > Discover Integrations and find Salesforce V4.
Please Note: If you do not see this option on your account, please reach out to your Customer Success Manager.
Make sure to double-check the title of the package before installation.
After clicking “Install” you’ll be directed to a screen where you can decide whether to install for admins only (e.g. for testing purposes), for all users, or for specific users.
Import the Aircall CTI to your Salesforce account
Head to Setup > Call Center > Call Centers
Select Import > XML File
Download AircallCallCenterDefinition.xml and drag it to the Salesforce uploader
After arriving on the success page shown below, click Manage Call Center Users
Add users to your Call Center
If you’ve navigated away from the previous step, head to Setup > Call Center > Call Centers and select Aircall CTI for Salesforce
Click Manage Call Center Users
Search and select which users require access to the Salesforce CTI. You can always add and remove users later
Note on configuring numbers - Users will also need their own Aircall login and associated telephone numbers. Learn how to add users and configure their numbers on the Aircall dashboard here.
Users can only be added to one Salesforce integration version at a time. If you have Salesforce V3 and Salesforce V4 installed, please check that each user is only assigned to one integration.
Configure standard object permissions
In order for the Aircall CTI to perform the contact search logic (identifying who is calling/being called), it requires read and view all access for the standard objects: Contact/Account/Lead, Case, and Opportunity for all users on the CTI. Salesforce's security requirements require the administrators to grant this access manually.
Navigate to Setup > Permission Sets and find the Aircall CTI User permission set
Click Clone and provide a new name, such as Aircall CTI View All. Click Save
Go to the newly created clone (Aircall CTI View All), open Settings > App Permissions
Under the Apps section, select Object Settings. This will show you all the standard and custom objects present in your organization
Go to Contact/Account/Leads, Case and Opportunity and select the View All permission set. Click Save
Add permission sets for your users
Head to Users > Permission Sets > Aircall CTI Users > Manage Assignments > Add Assignments
Choose which users you’d like to add
Note - Make sure all users have both the cloned Aircall CTI View All permission set and Aircall CTI User permission sets.
Enable your Aircall CTI via the Softphone Layout
Navigate to Setup > Call Center > Softphone Layout
Give your layout a name (we recommend Aircall) and click Default Layout
Enable the CTI on your Salesforce environment
Go to Setup > App > App Manager
Edit the Salesforce App that you want the CTI to display in
Click Utility Items > Add Utility Item and select Open CTI Softphone
Optional - change the Label to the name of your choice
Optional - change the Utility Bar Alignment to Mirrored to display the phone on the right-hand side of the screen
Click Save > Done
Note - As our app is a Managed Package, you will not be able to edit the utility bar. If you’d like to use both the Aircall CTI and another tool that was also installed via a Managed Package, please create a new app or edit an existing one to include all your tools.
🎉 Congratulations! After refreshing your browser window, you’ll be able to place calls from your newly installed Aircall CTI 🎉
Optional - Map call results to Sales Engagement (HVS)
To use Sales Engagement (formerly High-Velocity Sales) with your new CTI, you’ll need to assign specific permissions to your users:
Sales Engagement Cadence Creator OR
Sales Console User
Sales Engagement Conversation Insights
Sales Engagement User
Next, we will need to map your call result branches to the Aircall Voice Object call resolution field:
Navigate to Setup > Sales Engagement
Scroll down to the Configure Sales Engagement section and locate Define Call Results for Branching
Give your Call Result Values names (values)
The same values should be used to define the Call Resolution picklist field in the Aircall Voice Object
Navigate to Setup > Object Manager > Aircall Voice
Click on Fields & Relationships on the right-hand side and search for Call Resolution
Click this and scroll to Values
Click New and add the same values as we added in the Call Results for Branching in the Sales Engagement View
🎉 Congratulations! You’ve successfully mapped the Aircall CTI to your Sales Engagement cadences. Go close some deals!
Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!