How to configure your Aircall CTI in Salesforce Lightning

You can use the Aircall CTI in Salesforce Lightning to make and receive calls, click to dial, and see screen pops for incoming calls. This guide explains how to install the CTI package, add users, enable the CTI in your Salesforce apps, and configure the new Aircall Log object so calls and SMS are logged correctly.

The Salesforce v3 integration includes the Aircall Log object (ALO). This object works together with Tasks to provide richer logging, including message data, AI insights, and IVR information, and removes Task only limitations.

Note: This article is for customers using or newly installing Salesforce CTI v3. Customers on v4 or v3+v4 should follow the dedicated migration guides:
- Migrate from Aircall Salesforce CTI v3 + v4 to the unified CTI v3

Use this article to set up CTI first, then follow Configure Aircall for Salesforce Sales Engagement to:

• Assign Sales Engagement permission sets
• Configure Sales Engagement settings and call results mapping
• Add the Aircall Call Resolution component to record pages

Before you start

Make sure:

• You are using Salesforce Lightning.
• You are a Salesforce System Administrator or have equivalent permissions.

Install the Aircall CTI in your Salesforce account

Start by installing the Aircall CTI package in your Salesforce Production org.

Steps:

1. Log in to your Salesforce account.
2. Click on the installation link for the Aircall CTI in your Production org.
3. On the installation screen, select Install for all users.
4. Click Install, then Done once installation is complete.

Note: If you encounter issues with the call center definition file during installation, refer to the article Manually add Aircall's CTI to Salesforce.

Add users to the Aircall Call Center

Next, assign the users who should have access to the Aircall CTI.

Steps:

1. In Salesforce, go to Setup.
2. In the Quick Find box, type Call Center, then click Call Center or Call Centers.
3. Select Aircall CTI for Salesforce.
4. Click Manage Call Center Users.
5. Search for users by typing their name, then click Find.
6. Select the users who should have access to the Aircall CTI.
7. Click Add to Call Center.

Important: Salesforce users can only belong to one Call Center at a time. If a user is already assigned to another Call Center, remove them from that Call Center before adding them to Aircall CTI for Salesforce.

Enable your Aircall CTI via softphone layouts

You must configure a softphone layout so the Aircall CTI can be displayed in the Lightning UI.

Steps:

1. In Setup, search for Call Center.
2. Click Softphone Layouts.

1. Click New.
2. Enter a Name for the layout.
3. Select Default Layout.
4. Click Save.

Enable your Salesforce app to display the Aircall CTI

The Aircall Lightning app is already configured with the utility bar. Follow the steps below only if you want to enable the Aircall CTI in another Salesforce app.

Steps:

1. In Salesforce, go to Setup.
2. In the Quick Find box, type App, then click App Manager.
3. Find the Salesforce app where you want the Aircall CTI to appear, then click Edit.
4. Click Utility Items.
5. Click Add Utility Item and select Open CTI Softphone.
6. (Optional) Change the Label to a name of your choice, for example Aircall Phone.
7. (Optional) Set Utility Bar Alignment to Mirrored to show the CTI on the right side of the screen instead of the left.
8. Click Save, then Done.

Once you refresh the page and log in to Aircall inside the CTI window, you will be able to see your Aircall phone in the Lightning UI, use click to dial from Salesforce, and receive pop up screens for incoming calls.

Note: The Aircall app in Lightning is a Managed Package. You cannot edit its utility bar directly. If you want to use both the Aircall CTI and another tool installed as a Managed Package, create or edit an app so the utility bar includes all required tools.

Add trusted URLs to prevent content from being blocked 

Salesforce uses Content Security Policy (CSP) settings to control which domains can load inside frames. If Aircall is not allowed as a Trusted URL, you may see:

“Content is blocked. Contact the site owner to fix the issue.”

Add Aircall to your Trusted URLs so Salesforce can display the CTI correctly.

Steps:

1. Go to Salesforce → Setup.
2. In the Quick Find box, search for Trusted URLs, then click Trusted URLs.
3. Click New Trusted URL.
4. In API Name, enter a name such as Aircall_Prod.
5. In URL, enter:
   https://*.aircall.io
6. In the CSP Directives section, check all of the following:
   • connect-src
   • font-src
   • frame-src
   • img-src
   • media-src
   • style-src
7. Click Save.
8. (Optional, recommended for staging or sandbox testing) Repeat the steps above and create a second Trusted URL with:

• API Name: Aircall_Staging
• URL: https://*.aircall-staging.com

9. Reload the Salesforce page.
10. Clear your browser cache and log back into Salesforce.

Tip: If the issue persists, try the following solutions:
1. Verify that your network and firewall settings allow connections to Aircall domains (for example, `https://*.aircall.io`).
2. Make sure that the user’s email address is identical in both Salesforce and Aircall, since mismatched emails can prevent the CTI from loading correctly.
3. Clear the browser cache and reload Salesforce again.
4. Test the integration in Chrome if another browser is currently being used.
5. onfirm that no VPN is active, since some company VPNs may block access to the Aircall CTI.

Review permissions for Aircall CTI (Required)

Important: Call logging could break if these changes are not applied.

The Aircall CTI needs read access to key standard objects (Account, Contact, Lead, Opportunity, and Case) to perform contact search and display the correct record when a call arrives.

To simplify configuration, the package includes an Aircall permission set that you can clone and adjust if you need broader access (for example, View All on specific objects).

Steps

1. In Salesforce Setup, search for Permission Sets in the Quick Find box.
2. Locate the AirCall_PermissionSet  permission set, then click Clone.
3. Give the cloned permission set a descriptive name (for example, Aircall CTI View All), then click Save.
4. In the cloned permission set, go to Object Settings.
5. For each of the objects Account, Contact, Lead, Case, and Opportunity, review and adjust access as required (for example, enable View All if your security model allows it).
6. Assign the cloned permission set (and the base AirCall_PermissionSet) to the users who need CTI access:

Note: Both the original AirCall_PermissionSet and the cloned permission set must be assigned to all users who need CTI access. In addition, the AirCall_PermissionSet must be assigned to the integration user (the Salesforce user who authenticated Salesforce when the integration was installed). If this user is not assigned the permission set, call logging may not work correctly.

• In Setup, search for Users.
• Open the user record.
• In Permission Set Assignments, click Edit Assignments.
• Add the relevant Aircall CTI permission set (Original AirCall_PermissionSet and the cloned one)  and click Save.

Important: Work with your Salesforce security team to ensure any additional permissions align with your internal security policies.

Configure call logging with the Aircall Log object (ALO)

The Aircall Log object (ALO) is a dedicated Salesforce object for storing Aircall activity. This object is designed to overcome Task limitations and support richer logging, including message data and AI insights.

Call logging can be configured to log to:

• Task + Aircall Log object (default)
• Only Aircall Log object

Important: Logging to Only Task is no longer available, to prevent issues with Salesforce Task field limits

Step 1: Configure the Aircall Log object layout

1. In Salesforce, go to Setup.
2. Click Object Manager.
3. Search for and select Aircall Log.
4. Click Page Layouts.
5. Update the layout as needed for your business, adding or arranging fields so users see the most relevant information.
6. (Optional) Clone the layout if you want different layouts for different profiles or teams.
7. Click Save.

Important: Use separate layouts if different teams need to see different call details or AI insights in the Aircall Log.

Step 2: Update Task configuration for Aircall Log

Because ALO now has a direct relationship with Tasks, you should adjust Task layout so users can see the link from the Task to the related Aircall Log record.

2.1 Update Field-Level Security (FLS) for the Task “Type” field

1. In Setup, go to Object Manager.
2. Select Task.
3. Click Fields & Relationships and select the Type field.
4. Ensure Visible is enabled for all profiles that will use the CTI (call logging).
5. Click Save.

2.2 Add the Aircall Log field to Task page layouts

1. Still in Object Manager, open Task.
2. Click Page Layouts.
3. Edit each Task layout used by your CTI users.
4. Add the Aircall Log field to the layout.
5. Click Save.

Tip: Adding the Aircall Log lookup field to Task layouts lets users navigate from a Task to the corresponding Aircall Log record. This is especially helpful when you log to both Task and Aircall Log object.

Step 3: Choose where calls and SMS are logged in the Aircall Dashboard

By default, existing integrations are set to log to Task + Aircall Log object. You only need to change this if you want to log exclusively to ALO.

Steps:

1. Go to Aircall Dashboard → Integrations & API.
2. Find your Salesforce v3 integration and open it.
3. Go to the Settings tab.
4. In the Salesforce Settings section, find Call logging should be done on.
5. Choose one option:
   • Both Task and Aircall Log Object (default and recommended if you already use Task-based reports and automations).
   • Only Aircall Log Object (recommended for new customers or if you are hitting Task field limits and want to centralize data on the Aircall Log object).

Note: If you do nothing, call logging remains on the default Task + Aircall Log object option.

Step 4: Review automations and reporting (for Only ALO)

If your team has Salesforce workflows, flows, or reports built around Task-based logging and you switch to Only Aircall Log object, you may need to update them so they use ALO instead of Tasks.

When using Only Aircall Log object, review and update:

• Automations
  • Flows
  • Workflow Rules or Process Builder (if still used)
  • Triggers
  • Any routing logic that relies on Task fields
• Reporting
  Reports and dashboards that currently use Task
  • Any Task-based reporting that should now run on Aircall Log

Note: If your Salesforce org is already close to Task field limits, consider switching to Aircall Log Object (ALO).

For more information about all other call logging settings, please see the article Logging calls in Salesforce.

Call notes and tags

To make sure call notes and tags are saved correctly in your call logs, you must complete the disposition step on the Call ended screen in the CTI.

Steps:

1. After a call ends, wait for the Call ended screen to appear in the Aircall CTI.
2. Enter any notes and tags related to the call.
3. Click either:
   • Keep conversation open, or
   • Close conversation

Note: If the page is refreshed or the CTI window is closed before you click Keep conversation open or Close conversation, your notes and tags may not be saved.

Using Aircall CTI with Salesforce Sales Engagement (overview)

Sales Engagement uses the Aircall CTI instead of the Salesforce native dialer. When a user starts an outbound call from a Sales Engagement cadence, the call is placed through the Aircall CTI, and after the call they see a post call resolution modal in the CTI where they select the call outcome. Once submitted, they can continue working in the CTI while navigating Salesforce. Please note that to use Sales Engagement an additional licensing is required.

For guidance on how to setup Aircall for Salesforce Sales Engagement, please see Configure Aircall for Salesforce Sales Engagement.

Important: Additional configuration is required on the Salesforce side to map Aircall call resolutions to Sales Engagement call results and to add the Aircall Call Resolution component to record pages. If your organization uses Salesforce Sales Engagement, follow your Sales Engagement setup guide or contact your Salesforce admin for details.