The brand new 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 call using the Omni-Channel Supervisor – allowing you to take better decisions on which channel your agents should focus on.
How does the Aircall + Salesforce Omni - Channel feature work
The Omni-channel feature provides the following capabilities:
- Changes the Omni-Channel status of an Agent when he/she is on call
When an agent is in a call, their Omni-Presence status will automatically switch to "In call"or any other status defined by the Admin on the Aircall Dashboard.
- 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
When an agent switches their Omni Channel status to “Chat only” (for example), their Aircall status is automatically switched to unavailable.
How to activate the Aircall + Salesforce Omni-Channel feature
In order to begin using the Omnichannel feature, below are a few requirements to verify first
⚠️ This feature is Only available for the Salesforce Lightning in Console
⚠️ The default Salesforce Aircall package must be installed
⚠️ Agents must use the Aircall CTI embedded in Salesforce interface
⚠️ The Omni Channel feature must be activated and set up in Salesforce
If you would like to activate this feature for your account or have any questions, please contact your Aircall account manager directly or our support team at firstname.lastname@example.org. We will be more than happy to assist and guide you through the installation process.