This FAQ is for admins using Aircall for Sales Engagement. It covers number connectivity, call outcomes, permissions, Aircall Voice Object behavior, tagging, and cadence behavior.

One of my numbers cannot connect to the integration

You can only connect a number to a single Salesforce integration. Check the My Integrations area of your Aircall Dashboard to see if the number is already connected to another Salesforce integration.

How to customize call outcomes in Sales Engagement

You can use custom labels for call outcomes. To learn how to configure these, please refer to the guide Install Aircall for Salesforce Sales Engagement (V4).

Purpose of the Aircall CTI permission set

The Aircall CTI permission set is used to provide object and field level permissions to the Aircall Voice Object (AVO).

As this permission set is directly related to the AVO, it does not clash with other permissions.

When the Aircall Voice Object is created

The Aircall Voice Object record is created as soon as the call is received.

By nature of being near real time, AVO creation can be used to trigger automations in Salesforce.

Tagging calls

Yes, you can tag calls.
Tags can be added either during the call or after each call.

Call results that do not match the current Sales Engagement step

If an agent selects a call result that does not apply to the caller's current step in Sales Engagement, for example selecting “Interested” when that result is not linked to the step, then:

If there are no matching values, the outcome will default to the “No” branch in the current step.

Using a number with Sales Engagement and a previous integration

You cannot set up a number or line on both Aircall for Sales Engagement and the previous version of the Salesforce integration.

Salesforce only allows one CTI per user.

Correcting a wrong call result

If an agent selects the wrong call result, it cannot be adjusted before moving to the next step in the cadence.

  • There is no delay in writing call results after clicking the Close button.
  • The caller will be moved to the next step in the cadence immediately.

You can go to the relevant AVO record and correct the result there, but this will not make any changes to the Sales Engagement cadence.