Setting up Salesforce V4 - Map call results to Sales Engagement (HVS)

To use Sales Engagement (formerly High-Velocity Sales) with your CTI and Aircall, you will need to assign specific permissions to your users and map your call result branches to the Aircall Voice Object call resolution field.

User permissions for Sales Engagement

To use Sales Engagement with your CTI, assign one of the following permission sets to your users:

• Sales Engagement Cadence Creator

• Sales Console User

• Sales Engagement Conversation Insights

• Sales Engagement User

Map call result branches to the call resolution field

To map your call result branches to the Aircall Voice Object call resolution field, follow these steps in Salesforce.

Steps:

1. Navigate to Setup > Sales Engagement Settings.

2. On the Get Started with Sales Engagement page, click on the Call tab.

3. Select Cadence Call Settings.

4. In Define Custom Call Results, set up, define, name, and map your call results.

5. Click Save when done.

Add custom call results to the Aircall Voice Object

Any custom call result you define must also be added to the Call Resolution field on the Aircall Voice Object.

Steps:

1. Go to Setup > Object Manager > Aircall Voice.

2. Click on Fields & Relationships on the right-hand side and search for Call Resolution.

3. Click Call Resolution and scroll to Values.

4. Click New and add the same values that were added in the Call Results in the Sales Engagement view.

Important: Make sure the values added to the Call Resolution field in the Aircall Voice Object exactly match the call results defined in Sales Engagement.