When using Aircall with Salesforce, it is important to know that Salesforce has a built in Click to Dial feature in addition to Aircall's Browser Extensions. How you use Click to Dial depends on whether you are calling from an individual record page or from a list of records.

Where to use Salesforce click to dial vs Aircall click to dial

  • For individual object pages (such as a single Contact, Account, or Lead), use Salesforce Click to Dial.

  • For lists of objects (such as Contact, Account, or Lead list views), use Aircall's Chrome extension.

Using Salesforce click to dial on object pages

On direct object pages, such as the Contact page, Salesforce provides native click to dial functionality.

  • The phone number is displayed as a hyperlink.

  • Clicking the phone number will open the number directly in your Aircall CTI.

  • This is the recommended way to use Click to Dial on individual object pages within Salesforce.

For information on setting up your Aircall CTI in Salesforce, please visit:

Using Aircall click to dial on list views

On list views, such as Contact lists, you can use Aircall browser extensions:

  • Use Click to Dial directly from the list.

  • Add numbers to the Power Dialer using the extension.

 

Troubleshooting Salesforce click to dial

In some cases, you may find that:

  • An object in Salesforce does not have a hyperlinked or clickable phone number, and

  • The Aircall Chrome extension is not highlighting the number.

In these cases, check that the object has been added to your Softphone Layout so that Salesforce Click to Dial is enabled.

Steps

  1. Go to Setup in Salesforce.

  2. In the Quick Find box, search for Call Center.

  3. Click Softphone Layouts.

  4. Find your Aircall Softphone Layout and click Edit.

  5. Under Display these salesforce.com objects, open the dropdown.

  6. Add any objects for which you would like Click to Dial to be available.

Important: Aircall Click to Dial is available in Salesforce Reports, but numbers will not appear in your extension's Numbers Panel and cannot be added to the Power Dialer.
Important: If Aircall's Click to Dial functionality is not working, you may need to change your extension settings so that locally formatted numbers from different countries are correctly identified. More information can be found in the article How to use Aircall Dialer browser extension.