If tasks are not being created in Salesforce after making or receiving calls through the Aircall integration, this article will help you understand the possible causes and how to resolve them.

Symptoms

  • Users report that tasks are not being created in Salesforce after calls made or received through the Aircall integration
  • The integration may appear to be working correctly for other accounts

Cause

This issue typically arises because the integration settings are configured not to create tasks or tickets.

Other possible causes include:

  • Selection of incorrect categories (for example, selecting Opportunities instead of Cases)
  • Misconfigurations in the Salesforce fields or integration settings
Note: If the integration is not configured to create tasks or tickets, calls will not generate tasks in Salesforce even if the integration is otherwise working.

Solution

To resolve this issue, adjust your Aircall Salesforce integration settings.

Steps

  1. Log in to your Aircall Dashboard and navigate to the Integrations & APIs section.
  2. Select your Salesforce Integration from the list.
  3. Click on Settings and ensure that the options for creating tasks or tickets are enabled.
  4. Adjust the settings as required to allow task and ticket creation from calls.
  5. Verify that the integration is set to log calls to the correct categories (for example, Cases instead of Opportunities).
  6. Save the changes.

After making these changes, new calls made through Aircall should result in tasks being created in Salesforce.

Important: Changes to integration settings apply to new calls only. Existing calls will not be retroactively updated with tasks.

Additional information

For more detailed guidance on logging calls in Salesforce and managing Aircall integration settings, please refer to the following articles:

If you continue to experience issues, please contact Aircall Support for further assistance.