Logging your calls in Salesforce

Once you have configured your Salesforce integration, it is important to understand how your calls are logged and how to adjust these settings to match your workflow.

Calls are logged according to the Call workflow and General settings that you select on your Aircall Dashboard during integration setup. You can change these settings at any time by logging in to your Dashboard and clicking Integrations & API.

Call workflow

For each type of call, you can choose how it should be logged in Salesforce:

• Outbound answered call

• Outbound unanswered call

• Inbound answered call

• Missed call

• Voicemail

For each call type, you can configure the call to be logged as:

• Completed

• In progress

• Do nothing (do not log the call)

How call status affects where calls appear

• Calls logged as Completed will be displayed under Past Activities in Salesforce.

• Calls logged as In progress will be displayed under Next Steps.

Note: If the setting for a particular call type is configured as "Do nothing," those calls will not log or display in Salesforce at all.

General settings

The way calls are logged also depends on your General settings in the Aircall integration.

Calls during business hours

• Calls can log only during business hours, or

• Calls can log even when numbers are closed.

Important: This setting only applies to calls and does not apply to messages sent or received outside of business hours.

When the number does not exist in Salesforce

If the phone number does not exist in Salesforce, you can choose whether to:

• Create a new Contact

• Create a new Lead

• Create a new Account

• Do nothing

When the number exists in Salesforce

If the number exists in Salesforce:

• The call will be automatically logged in the object associated with that number:

  • Contact

  • Lead

  • Account

  • Person Account

In addition, calls and SMS will log to either an existing Case or Opportunity assigned to a Contact, based on your preferences.

• If Case is selected, you can also choose to create a new Case if one does not already exist.

Important: - Calls cannot be logged to Cases or Opportunities that are associated with Leads, Accounts, or Person Accounts.
- To log to a Case or Opportunity, it must be associated with a Contact and its status must be Open.
- Cases are only created if an existing Contact is found or automatically created by the integration.
- The integration is currently unable to create new Opportunities.

How Salesforce chooses which record to log to

If you have multiple objects with the same phone number, the integration follows this order of priority:

1. Contact

2. Lead

3. Account

4. Person Account

If there are multiple records of the same object type with the same number (for example, two or more Contacts sharing a number):

• The call will be logged to the first record returned by Salesforce, which is generally the most recently updated object.

If there are multiple Cases or Opportunities associated with a Contact:

• The call will be logged to the first Case or Opportunity returned by Salesforce.

What information is logged in Salesforce?

The integration logs both contact information and call information.

Contact information

• First name

• Last name

• Phone number

• Email address

Call information

• Contact or lead

• Case (if available)

• Call direction (for example, inbound)

• Subject

• Date

• Call duration

• Waiting time (in the call description)

• Recording (if enabled, in the call description)

• Comments

• Tags

• Owner (the Aircall user who made the call, if present in Salesforce; otherwise, the Aircall user who created the integration, for example an admin)

Where call information appears in Salesforce

In Salesforce Lightning, call history data is logged in the Activity tab in your layout view.

If you do not see the Activity tab, follow the steps below to add it.

Steps

1. Log into your Salesforce account.

2. Go to a Company Account.

3. Click on Setup and select Edit page.

4. In the component list on the left, click on Activities.

5. Drag and drop Activities onto your Account view.