This article is for agents who use Aircall with Salesforce Sales Engagement.

Here you will find answers to the most common questions: where your calls are logged, how call resolution works with cadences, why some data might be missing, and what to do if you cannot call or see your activity in Salesforce.

Where do my calls log?

When you make or receive calls through Sales Engagement using the Aircall CTI, your activity is logged in Salesforce.

In the current Salesforce v3 integration, your admin chooses how calls are logged:

Both Task and Aircall Log object (default)

  • A Task is created on the related Lead, Contact, Account, or Opportunity.
  • An Aircall Log (ALO) record is also created with the full call details, including AI summaries and key topics when enabled.

Only Aircall Log object

  • Only an Aircall Log record is created.
  • Reporting and views are based on the Aircall Log object instead of Tasks.

If your organization is still using the older Sales Engagement package, calls may log to the Aircall Voice Object (AVO) instead of ALO:

  • You still see Tasks on the related record.
  • Detailed call data is stored on Aircall Voice records rather than Aircall Log.

As an agent, you will typically see your calls:

  • As Tasks in the activity timeline of the Lead, Contact, Account, or Opportunity
  • In related lists for Aircall Log or Aircall Voice, depending on how your org is configured
  • Sometimes via an information icon or link in the Aircall phone that opens the related Salesforce record

If you are not sure whether your team uses ALO or AVO, check with your Salesforce or Aircall admin.

My calls are not logging even though they should. What should I do?

If calls you expect to see are not appearing in Salesforce (no Task and no Aircall Log or Aircall Voice record), follow these steps.

Steps

  1. Check your CTI login and status
    • Make sure you are signed in to the Aircall CTI in Salesforce.
    • Confirm your status is Available or another status that allows calls.
  2. Confirm the number is connected to the integration
    • The Aircall number you are using must be connected to the Salesforce integration that powers Sales Engagement.
    • If you are not sure, ask your internal Aircall administrator to verify that number is linked to the Salesforce integration in the Aircall Dashboard.
  3. Sign out and sign back in
    • Log out of the Aircall CTI in Salesforce.
    • Close the CTI panel.
    • Log back in and place another test call from your Work Queue.
  4. Ask your admin to review logging rules
    • Your admin can check:
      • That the Salesforce v3 integration is enabled and healthy
      • That logging options are configured for your call types (for example, Both Task and Aircall Log object, rather than doing nothing)
      • That there are no permission or field visibility issues in Salesforce that would block record creation
  5. Escalate if the issue persists
    • If calls still do not log:
      • Provide 2 or 3 example calls (time, number, and agent) to your Aircall administrator.

They can open a ticket with Aircall Support and share those examples so Support can investigate why no Task, Aircall Log, or Aircall Voice records are created.

Why is only part of my call log showing in Salesforce?

When you answer a call, the Salesforce record is created, but some information is only added after the call ends.

This applies whether your org uses Aircall Log (ALO) or Aircall Voice (AVO) for detailed logging:

  • The Task and the corresponding ALO or AVO record are created when the call is first connected.
  • Details such as call duration, tags, notes, and sometimes outcome are written after you complete the wrap up screen at the end of the call.

Some details may never be written to the record, and it can look incomplete if you:

  • Close the Aircall CTI
  • Refresh or close the Salesforce tab
  • Navigate away before finishing wrap up
Tip: For complete logs, always wait for the wrap up screen in the Aircall CTI, add your notes and tags, then confirm to close the call. Avoid closing the browser tab or Salesforce window immediately after hanging up.

If your logs still look incomplete, let your Salesforce or Aircall admin know which specific calls look wrong so they can check the integration logs and configuration.

Why are my contacts not syncing from the Aircall Workspace app to Salesforce?

Contact sync from the standalone Aircall Workspace app to Salesforce is not available with the Sales Engagement integration.

Contacts created or edited in the standalone Aircall Workspace app:

  • Do not automatically sync to Salesforce
  • Do not appear in Salesforce or in ALO/AVO
  • Only appear after a call is handled via the Salesforce integration

However:

If you handle a call from an unknown number inside the Aircall CTI in Salesforce, the integration can create a new Salesforce record (such as a Lead). Calls will then log to:

  • Task + Aircall Log object, or
  • Only Aircall Log object, or
  • Task + Aircall Voice

depending on your org configuration.

If you need Salesforce records for new contacts, make sure you answer calls in the CTI inside Salesforce, not in the standalone app.

Why am I not seeing the call resolution field on the end call page?

The call resolution field is what tells Sales Engagement how to progress a cadence step after a call. The field only appears if the call meets specific Sales Engagement conditions.

The Sales Engagement call resolution options will not appear on the end call page if you:

  • Make a call using standard click to dial from a record, or
  • Manually dial a number in the Aircall CTI

To see the Sales Engagement call resolution field, all of the following must be true:

  1. The Salesforce Lead or Contact is assigned to a cadence.
  2. You place the call from the Sales Engagement Work Queue, not by dialing directly or using click to dial from the record.
  3. The Always Show Salesforce Log a Call Window setting is disabled in the Sales Engagement settings in Salesforce.

When these conditions are met and you complete the call:

  • You see the call resolution options in your post call flow in the Aircall CTI.

Your selection is saved in Salesforce (for example, on the Task and on the related Aircall Log or Aircall Voice record, depending on your org), and Sales Engagement uses it to move the cadence to the correct next step.

Tip: If you believe all conditions are met but you still do not see call resolution, note which Lead or Contact you called and from which cadence step, then share this with your Salesforce or Aircall admin so they can verify the configuration.

Why am I unable to start outbound calls?

If you cannot start outbound calls via the Aircall CTI in Salesforce, the most common cause is browser microphone permissions.

Steps:

  1. While in Salesforce, click the lock or permissions icon next to the browser URL.
  2. Select Site settings for your Salesforce domain.
image showing site settings
  1. Set Microphone to Allow.
Image showing microphone
  1. Reload the Salesforce page.
  2. Open the Aircall CTI again and try an outbound call from your Work Queue.

If outbound calls still do not work:

  • Contact your internal Aircall administrator.
  • They can verify your permissions, number assignment, and whether any network or browser restrictions are blocking audio or CTI connectivity.

My Sales Engagement calls look different from before. What changed?

If you previously used a separate Sales Engagement dialer, your experience has changed:

  • You now start Sales Engagement calls from the Work Queue, and all calls are handled in the Aircall CTI inside Salesforce.
  • The CTI opens with the number prefilled when you click to call from a cadence step.
  • You use the same Aircall CTI interface and controls as for any other Aircall Salesforce call.
  • At the end of the call, you see the Aircall wrap up screen and, when the Sales Engagement conditions are met, the call resolution options.

From your point of view as an agent:

  • There is no separate Sales Engagement dialer for Aircall anymore.
  • Calls are logged via the same logging model used by the Aircall Salesforce integration:
    • Task + Aircall Log object
    • Only Aircall Log object
    • Task + Aircall Voice for older setups
Note: If what you see in Salesforce is very different from what is described here, contact your Salesforce or Aircall admin so they can confirm that the integration is installed and up to date, Sales Engagement is enabled, and your user is correctly configured for the CTI based Sales Engagement experience.