The 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 will be able to see at any given time which agents are in a call using the Omni-Channel Supervisor, which helps you decide which channel your agents should focus on.

How the Aircall and Salesforce Omni-Channel feature works

The Omni-Channel feature supports the following capabilities:

  • Changes the Omni-Channel status of an agent when they are on a call

    • When an agent is in a call, their Omni-Presence status will automatically switch to the status you have selected in the integration settings in your Aircall Dashboard.

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  • 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.

    • For example, when an agent switches their Omni-Channel status to Busy, their Aircall status can automatically be switched to Unavailable.

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Note: The Omni-Channel status change works in both directions: Aircall can update Salesforce Omni-Channel status when agents are on a call, and Salesforce Omni-Channel status can influence Aircall availability.

Requirements for using Omni-Channel with Aircall

In order to begin using the Omni-Channel feature, please verify that you meet the following requirements:

  • You are using Salesforce Lightning

  • Aircall's Salesforce package is installed

  • Agents are using the Aircall CTI

  • The Omni-Channel feature has been activated and set up in Salesforce

Important: All of the above conditions must be met for the Omni-Channel feature to function as expected with Aircall.

Setting up the Omni-Channel feature

You can follow the setup guide in our article Installing Salesforce Omni-Channel for Aircall.