When using the Salesforce integration with Aircall, it is important to understand which phone number fields are used to match Tasks to objects in Salesforce and to synchronize Contacts to Aircall. This ensures that tasks are logged accurately, especially when duplicate records or custom fields are involved.

Creating tasks in Salesforce

When creating tasks from calls, the Salesforce integration searches for the phone number in all of the following phone fields in Salesforce:

  • Phone
  • Mobile
  • Home Phone
  • Asst. Phone
  • Other Phone
Note: All of the above phone fields are considered when the integration searches for a matching record to log a Task in Salesforce.

Synchronizing contacts from Salesforce to Aircall

The Salesforce integration with Aircall only uses the Phone and Mobile fields to synchronize contacts.

Details:

  • Phone field: Contact Sync works with the main Phone number field in Salesforce.
  • Mobile field: Contact Sync also works with the Mobile field if there is a phone number saved in the Phone field on the Contact.

For Contact Sync to work properly, the following requirements must be met:

  • There must be at least one call made or received to or from that external number.
  • The integration will synchronize contacts one by one each time there is a call made or received and will not synchronize all contacts automatically.
  • The number in Salesforce must be saved in the E.164 format.
  • There must be a phone number under the Phone field for Contact Sync to work. It will additionally work for the Mobile field if there is also a number saved under the Phone field.
Important: Contact Sync requires a number in the Phone field in E.164 format. The Mobile field is only used for syncing if the Phone field is also populated.

Matching priority when numbers exist on multiple objects

In cases where the same number is found in multiple objects, the integration uses the following order of priority to search for an object match in Salesforce:

  1. Contact
  2. Lead
  3. Account
  4. Person Account

If there are multiple objects of the same type with the same number, the most recently updated one in Salesforce will be matched.

Tip: If you see calls linking to an unexpected record, check for duplicate numbers and review which record was most recently updated.

Additional resources

For more information on configuring your Salesforce integration and making custom fields visible, please refer to: