If calls from Aircall are creating Salesforce tasks where the Related to and Name fields are blank, tasks may not be correctly associated with users or records. This is often related to missing permissions for the user or the integration installer.

Symptom

  • Salesforce tasks created from Aircall calls have empty Related to and Name fields.
  • Calls are not being properly assigned to users in Salesforce.

Cause

This issue can occur if the Aircall_PermissionSet (also shown as Aircall_permission set) has not been assigned:

  • To the user experiencing the issue, and/or
  • To the user who installed the integration.

Without this permission set, the integration may not have the access it needs to correctly link tasks to Salesforce records.

Check if the Aircall permission set is assigned

First, confirm whether the affected user has the Aircall permission set.

Steps

  1. In Salesforce, go to Setup.
  2. In the Quick Find box, type Users, then select Users.
  3. Locate and click the user you want to check.
  4. On the user detail page, scroll down to the Permission Set Assignments related list.
  5. Look for Aircall_permission set in the list:
    • If it appears in the list, the permission set is already assigned.
    • If it does not appear, you will need to assign it.

Assign the Aircall permission set to a user

If the Aircall permission set is not assigned, follow these steps to add it.

Steps

  1. In Salesforce, go to Setup.
  2. In the Quick Find box, type Users, then select Users.
  3. Find and click the user you want to assign the permission set to.
  4. On the user detail page, scroll down to the Permission Set Assignments related list.
  5. Click Edit Assignments.
  6. In the Available Permission Sets list, find and select Aircall_permission set.
  7. Click Add to move it to the Enabled Permission Sets list.
  8. Click Save.

Repeat these steps for:

  • The user experiencing the issue, and
  • The user who installed the Aircall Salesforce integration, if applicable.

Verify the fix

After updating permission sets, make a few test calls to confirm that tasks are now being created correctly.

Steps

  1. Place or receive test calls using Aircall.
  2. Check the resulting tasks in Salesforce.
  3. Confirm that:
    • The Name field is populated with the correct Contact, Lead, or relevant record.
    • The Related to field is filled where applicable.
Tip: If the fields are still blank after assigning the permission set and making test calls, verify that the user is correctly linked to the Aircall integration and that there are no other Salesforce permission restrictions affecting task visibility.
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