This guide explains how to install and configure the Aircall for Sales Engagement (Salesforce V4) integration so your teams can make and receive calls directly in Salesforce and log their activity into Sales Engagement.

There are seven main steps (plus one optional configuration):

  1. Locate Aircall for Salesforce Sales Engagement on your Aircall Dashboard

  2. Import the Aircall CTI to your Salesforce account

  3. Add users to your Call Center

  4. Configure standard object permissions

  5. Add permission sets for your users

  6. Enable your Aircall CTI via the Softphone Layout

  7. Enable the CTI on your Salesforce environment

  8. (Optional) - Map call results to Sales Engagement (HVS)

Important: Before you start, you must either be a Salesforce Admin or have the "Download AppExchange" permission.

Locate Aircall for Salesforce Sales Engagement in the Aircall Dashboard

  1. Go to Aircall Dashboard > Integrations & API.

  2. Find Salesforce Sales Engagement.

Note: If you do not see Salesforce Sales Engagement on your account, please reach out to your Customer Success Manager.

  1. Double check the title of the package before installing.

  2. Click Install.

  3. Choose whether to install:

    • For admins only (for testing),

    • For all users, or

    • For specific users.

After installation, proceed with the CTI setup in Salesforce.

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Import the Aircall CTI to your Salesforce account

  1. In Salesforce, go to Setup.

  2. Navigate to Call Center > Call Centers.

  3. Click Import.

  4. Choose XML File.

  5. Download the AircallCallCenterDefinition.xml file, then upload or drag it into the Salesforce uploader.

  6. After the success page appears, click Manage Call Center Users.

Add users to your Call Center

If you have navigated away from the success page:

  1. Go to Setup > Call Center > Call Centers.

  2. Select Aircall CTI 2.0 for Salesforce.

  3. Click Manage Call Center Users.

  4. Search for and select the users who should have access to the Salesforce CTI.

  5. Add the selected users.

Note: Each user must also have their own Aircall login and associated telephone numbers. You can configure users and numbers from the Aircall Dashboard. For more information about number configuraiton please see the articles under our Call settings section.
Important: A user can only be assigned to one Aircall Salesforce integration version at a time. If you have both Salesforce V3 and V4 installed, make sure each user is only added to one integration.

Configure standard object permissions

The Aircall CTI needs Read and View All access on key Salesforce standard objects in order to perform contact search logic (identify who is calling or being called). This must be granted by a Salesforce administrator.

You will create a cloned permission set that extends the default Aircall CTI User permission set.

Steps

  1. In Salesforce, go to Setup > Permission Sets.

  2. Find and open the Aircall CTI User permission set.

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  1. Click Clone.

  2. Enter a new name, such as Aircall CTI View All.

  3. Click Save.

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  1. Open the newly created permission set (Aircall CTI View All).

  2. Under Settings, go to App Permissions.

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  1. Under the Apps section, select Object Settings. This will show you all the standard and custom objects present in your organization

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  1. For each of the following objects, open the permissions and enable View All:

  • Contact

  • Account

  • Lead

  • Case

  • Opportunity

  1. Click Save.

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Add permission sets for your users

Each CTI user needs both the Aircall CTI User permission set and the cloned Aircall CTI View All permission set.

Steps

  1. Go to Setup > Permission Sets.

  2. Open Aircall CTI 2.0 Users.

  3. Click Manage Assignments.

  4. Click Add Assignments.

  5. Select the users who will use the CTI.

  6. Click Assign.

Repeat similar assignment steps to ensure the same users also have the Aircall CTI View All permission set.

Important: Verify that all CTI users have both:
- Aircall CTI User
- Aircall CTI View All (or your chosen clone name)

Enable your Aircall CTI via the Softphone Layout

  1. In Salesforce, go to Setup > Call Center > Softphone Layout.

  2. Click New.

  3. Enter a layout name (for example, Aircall).

  4. Check Default Layout to use it as the default softphone layout.

  5. Click Save.

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Enable the CTI on your Salesforce environment

You must add the CTI as a utility item in the app where users will work.

Steps

  1. Go to Setup > App > App Manager.

  2. Find the Salesforce app where you want the CTI to appear and click Edit.

  3. Select Utility Items.

  4. Click Add Utility Item and choose Open CTI Softphone.

  5. (Optional) Change the Label to the name of your choice (for example, Aircall Phone).

  6. (Optional) Set Utility Bar Alignment to Mirrored if you want the phone to display on the right-hand side of the screen.

  7. Click Save, then Done.

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Note: Because the Aircall app is delivered as a Managed Package, you cannot edit its utility bar component directly. If you want to use both the Aircall CTI and another tool from a Managed Package, create a new app or edit an existing app to include all required utility items.

Once these steps are complete, refresh your browser window. You should now see the Aircall CTI in Salesforce and be able to start placing calls.

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Optional: map call results to Sales Engagement (HVS)

For information on mapping call results to Sales Engagement (HVS), please visit: Setting up Salesforce V4 - Map call results to Sales Engagement (HVS)