Service Voice (SFV) call logging allows businesses to capture detailed records of customer calls directly within Salesforce. By integrating Aircall with Salesforce SFV, every voice interaction is automatically logged and linked to relevant records such as Leads, Contacts, or Accounts, which reduces manual data entry and improves both service quality and reporting.
What Service Voice call logging includes
SFV call logging captures the following data points:
- Call duration
- Call timestamps
- Caller information
- Call recordings (if enabled)
This structured logging provides a unified and efficient way to manage call data and improves access to contextual insights across your sales or support workflows.
Known limitations
Current limitations of SFV call logging include:
- Logs are not real time: There may be a delay in updating details within the Voice Call or Aircall Voice objects because updates are handled through an event-based API.
- Tags, comments, and assignments are not logged: When using the Aircall phone with the Salesforce SFV integration, any tags, comments, or assignments added during the call will not appear in either the Voice Call or Aircall Voice objects.
- Inaccurate call duration for some calls: In some cases, especially for unanswered outgoing calls, the call duration may show the time from call initiation to call end, rather than 0.
Understanding the Voice Call and Aircall Voice objects
SFV creates two types of records for each connected call.
| Object | Type | Purpose |
|---|---|---|
| Voice Call | Standard | Created and managed by Salesforce. Displays core call details and supports standard features such as call recording and after-call work. |
| Aircall Voice | Custom | Created by Aircall. Captures enhanced data such as AI insights, call type, call IDs, and links to Accounts, Contacts, or Leads. |
Note: When a call is connected, both the Voice Call and Aircall Voice records are created. If a call is placed to an invalid number, only the Voice Call record is created after the call ends.
Where calls are logged
For both inbound and outbound calls:
- The Voice Call object is used to log the interaction by default.
- The Voice Call record contains a link to the corresponding Aircall Voice object, which holds additional details such as AI insights, call type, and linked Salesforce records.
Customizing call logging in Aircall
You can tailor how calls are logged into Salesforce by adjusting settings in the Salesforce Settings section of the Aircall dashboard.
Steps
- Open the Salesforce Settings section in your Aircall dashboard.
- Review and update the settings described below according to your business needs.
Available settings
| Setting | Description |
|---|---|
| Call activity should be recorded | Choose whether calls are logged at all times or only during business hours. |
| If number does not exist on Salesforce | Define whether to create a new Lead, Account, Contact, or take no action if the number is not found. |
| If number/contact exists in Salesforce | Decide whether to associate the number with an existing record and whether it should be saved to the phone. |
| Call recording should be logged | Set whether the call recording URL is stored, and where it is stored. |
| Voicemail URL should be logged | Configure whether voicemail recordings are logged, and where they are stored. |
| Omni-Channel agent availability mapping | Set whether availability in the Aircall phone app follows default status options (Online / Busy) or custom statuses from Salesforce Omni-Channel. |
Tip: Make sure to review the "Phone system to Omni-Channel rules" just above the Salesforce Settings section in your Aircall dashboard to ensure correct status mapping.
FAQs
How do I enable SFV call logging? Where are calls logged?
Call logging is a default feature of Service Voice. For all inbound and outbound calls, Salesforce automatically creates a Voice Call record. This record is linked to an Aircall Voice object, which stores enhanced data.
When are Voice Call and Aircall Voice records generated?
- For connected calls: The Voice Call record is created when the call is connected and updated at the end of the call with a link to the Aircall Voice object.
- For invalid numbers: The Voice Call record is created after the call ends and no Aircall Voice object is created.
How is the Aircall Voice object different from the Voice Call object?
- Voice Call: A Salesforce standard object used for general call tracking and logging.
- Aircall Voice: A custom object created by Aircall that provides deeper insights such as AI data and links to relevant CRM records.
Can I customize what gets logged?
Yes. Go to the Salesforce Settings section of the integration in the Aircall dashboard and define logging rules for:
- Call activity
- Call recordings
- Voicemail URLs
- New record creation when numbers do not exist in Salesforce
- How existing numbers are associated with Salesforce records
How does Omni-Channel status sync with agent availability in Aircall?
You can map Omni-Channel status to Aircall agent availability by configuring the Phone system to Omni-Channel rules within the integration settings in the Aircall dashboard. This allows agent status in Aircall to follow either default or custom Omni-Channel status options from Salesforce.
Aircall Status
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