In Salesforce, you might notice that calls are logged in a different timezone than your own and appear as UTC. This is expected behavior. This article explains why this happens and how to surface additional call time information for reporting and visibility.

Symptoms

You may see one or more of the following in Salesforce:

  • Calls are shown as being logged at the correct time, but with the wrong hour
  • Calls appear to be logged in the wrong timezone in Salesforce
  • Different timestamps are shown in Salesforce compared to when the call was made
Note: Seeing UTC instead of your local timezone for call timestamps is a display difference, not a sign that the call was logged at the wrong moment.

Cause

This behavior is related to the design of the integration between Salesforce and Aircall. Timestamps are recorded in UTC, which is a standard and consistent way to store time across systems and timezones.

Important: UTC storage of call timestamps is expected behavior for the Salesforce and Aircall integration, not an error or misconfiguration.

How to get more detailed time information in Salesforce

If you need more clarity on when a call took place, recent versions of the Salesforce integration include custom fields that you can add to the Salesforce layout. These fields provide extra time data points that are helpful for reporting and analysis.

Steps:

  1. Ask a Salesforce Administrator to review the Aircall-related fields available in your Salesforce environment.
  2. Add the relevant custom fields from the Aircall integration to the appropriate page layouts and reports.
  3. Ensure that the correct Salesforce permissions are granted for these fields so that users can see them.
  4. Use these fields in your reports and dashboards to filter, group, or segment call activity by timezone or hour.
Tip: If users do not see the new time related fields on records or in reports, ask a Salesforce Administrator to check field level security and profile/permission set access.

The list of available custom fields for the Aircall integration is described in Salesforce Call Logging: Fields. Among these, the following fields are particularly useful:

  • Timezone: Populated with the configured timezone of the Aircall number used for the call.
  • Hour of the day: Populated with the hour during which the call was made or received.
Note: These additional fields do not change how timestamps are stored in Salesforce. They simply provide extra context so you can better interpret when calls occurred.