The Salesforce integration with Aircall adds call center capabilities to Salesforce by centralizing phone operations in a single interface and using data stored in Salesforce to give context to your Aircall interactions.

Requirements

To use the Salesforce integration with Aircall, the following conditions must be met:

Main capabilities of the Salesforce integration

This integration will boost your productivity with the following features:

  • Automatic call logging for every call made, missed, received, and sent to voicemail on your Contacts, Leads, Accounts, or Person Accounts
  • Ability to log calls on an existing open Case, or create a new Case if none are open
  • Option to log calls on an existing Opportunity
  • Ability to log calls according to business hours
  • Contact history made visible in Salesforce when a call is received

When answering a call:

  • An object is automatically created and opens on your screen
  • This object is automatically assigned to you
  • You can take notes while talking with your client so you do not miss any information
  • You can decide whether to add the object to the caller’s existing call history or create a new log

You can also:

  • Customize your call workflow in Salesforce
  • Have call transfers, comments, tags, and recordings automatically sync from Aircall and appear in Salesforce
  • Log some AI insights, such as the call summary and key topics, when calls are made or received by users with an assigned AI Assist Add-On license
  • Create ticket assignment rules for pre-existing Salesforce users or groups
  • Gain access to the Aircall CTI, which is embedded within your Salesforce interface
Note: Some AI insights, such as the call summary and key topics, will be logged when calls are made or received by users with an assigned AI Assist Add-On license.

Now that you know exactly what the Salesforce integration has to offer, check out How to configure your Salesforce integration on Aircall.