Salesforce's Einstein Conversation Insights feature allows users to better analyze their calls to gain further insights. This article outlines the steps required to configure Aircall with Einstein Conversation Insights, using only the steps provided by Salesforce and Aircall.

Configuration overview

To configure Aircall with Einstein Conversation Insights, you will need to:

  • Install and launch the Voice Connector app
  • Log in as the Integration User in Salesforce
  • Generate an Aircall API Key
  • Add the Named Credentials for Aircall

If you have not configured another connector yet, there are additional steps to follow as well:

  • Set up the Connected App
  • Add ECI as an Authorized Provider
  • Set up the Salesforce Site
  • Add ECI Named Credentials
  • Assign the Guest User Permission Set
Note: If this is your first connector, make sure you also complete the Connected App, Authorized Provider, Salesforce Site, ECI Named Credentials, and Guest User Permission Set steps.

Installing and launching the Voice Connector app

To integrate a voice connector with Einstein Conversation Insights, you must install and launch the Voice Connector app in Salesforce.

Steps:

  1. Install the Voice Connector app in Salesforce.
  2. Launch the Voice Connector app.
  3. To integrate a voice connector with Einstein Conversation Insights, please follow Salesforce's documentation here.

Logging in as the Integration User in Salesforce

As part of the configuration, you must log in as the Integration User in Salesforce.

Creating an API key in Aircall

Steps:

  1. Navigate to the Integrations & API section of the Aircall Dashboard.
  2. Click on the API keys tab.
  3. Generate the API key.
  4. After generating the key, make sure to store the details.

For more information, please see our article Getting your Salesforce API key.

Important: Copy and paste your API ID and API Token somewhere for later use, as you will not be able to see your API Token again.

Adding the Named Credentials for Aircall

Once your API key is created in Aircall, you must add the Named Credentials for Aircall in Salesforce.

You will use the Aircall API details during this step.

Tip: Keep your API ID and API Token accessible so you can use them when adding the Named Credentials for Aircall.

For further steps, including all remaining configuration details, please visit Salesforce's Aircall specific setup guide here.