Migrate from Aircall Salesforce CTI v3 + v4 to the unified CTI v3

Important: This article currently supports Beta testing of the unified CTI v3 experience for customers using both CTI v3 and Sales Engagement v4.

This guide is for Salesforce admins whose org currently has both of the following installed:

• The Aircall Salesforce CTI (v3) integration
• The Aircall for Salesforce Sales Engagement (v4) package

You are moving to a single CTI v3 experience where:

• Sales Engagement works directly with the Aircall Workspace CTI instead of the Salesforce Sales Dialer
• The new Aircall Log object (ALO) becomes the central place to store rich Aircall activity data in Salesforce

At the end of this migration, you will uninstall the v4 package. Sales Engagement and call logging will continue to work through CTI v3.

Note: As part of the rollout, Aircall pushes:
- The CTI v3 package upgrade to all customers, and
- The Dashboard logging changes specifically to v3 + v4 customers.

You are mainly responsible for Salesforce configuration: layouts, call center assignments, data backup, and any automations or reports that reference v4 objects.

Before you begin

Make sure:

• You are a Salesforce System Administrator or have equivalent permissions
• You have access to your Salesforce org and the Aircall Dashboard
• You know which teams and users currently use Sales Engagement (v4)

In this guide you will:

1. Review what changes with the unified CTI v3 package and the new Aircall Log object (ALO)
2. Confirm the CTI v3 package version and assign the required permission sets
3. Configure the Aircall Log object (ALO) and update Task layouts so the new Task ↔ ALO relationship works correctly
4. Configure Sales Engagement so cadence calls work with the Aircall CTI and the Aircall Call Resolution component
5. Test the updated setup with a small set of users
6. When you are ready to move off v4, back up AVO / v4 data, then update any automations and reporting that rely on v4 objects
7. Uninstall the v4 package and run final checks to confirm logging and Sales Engagement cadences behave as expected

What’s changing

About the Aircall Log object (ALO)

Aircall Log is a new, dedicated Salesforce object built to store Aircall activity in a more structured and scalable way.

Previously, CTI v3 logging relied primarily on the Salesforce Task object, which can be limiting for customers who need:

• Richer call data (for example, message, AI, and IVR information)
• Robust reporting options
• More flexibility in how Aircall engagement is captured in Salesforce

With ALO:

• Teams can track Aircall interactions in a purpose built object
• Data quality improves and Salesforce becomes a stronger system of record for Aircall activity

What is changing with call logging?

After this update:

• CTI v3 users have access to the Aircall Log object (ALO) for call logging in Salesforce
• Call logging can be configured to:
  • Task + Aircall Log object (default), or
  • Only Aircall Log object

If you currently use Sales Engagement (v4):

• You will transition from Aircall Voice Object (AVO) to Aircall Log object (ALO)
• ALO replaces the use of AVO for logging Sales Engagement calls

For more information about ALO, please see our article Aircall Log Object (ALO)

Note: By default, the upgrade automatically sets customers to Task + Aircall Log object. You only need to change this if you want to log to Only Aircall Log object.

What is changing with Sales Engagement?

With this update:

• Sales Engagement now functions directly with the Aircall Workspace CTI, rather than the out of the box Salesforce Sales Dialer
• After a call ends, users are prompted to log their call resolution in a post call modal
• Once they submit the resolution, they can keep working in the Aircall CTI while navigating Salesforce without interruption

Step 1. Plan your backup and understand the impact

When you uninstall the v4 package:

• The Aircall Voice Object (AVO) and its records are deleted
• Any Salesforce configuration that references AVO fields will stop working until updated

Before you change anything, decide:

• Which AVO data you must keep (for example, historical call logs or reporting)
• Which flows, automations, and reports depend on AVO or other v4 objects
• Whether you will restore any data into ALO after the migration

Important: Do not uninstall the v4 package yet.

You will back up data, complete the CTI v3 configuration, verify logging, and only then remove v4.

Step 2. Confirm the CTI v3 package upgrade and assign permission sets

2.1. Package upgrade behavior

As part of this rollout:

• If you supply your Salesforce Org ID, Aircall automatically upgrades your org to the new CTI v3 package version
• If needed, you can also perform the upgrade manually using the package link provided by Aircall

2.2. Assign permission sets

After the upgrade, assign the required permission sets to make sure admins and Sales Engagement users can access CTI v3, ALO, and Sales Engagement features.

Steps:

1. In Salesforce, go to Setup > Permission Sets.
2. Assign the following permission sets to a System Admin and any appropriate roles:
   • AirCall_PermissionSet
   • Sales Engagement Cadence Creator
   • Sales Engagement Conversation Insights
   • Sales Engagement Quick Cadence Creator
   • Sales Engagement User

Important: The migration plan highlights permission sets, page layouts, the Sales Engagement modal, and Dashboard logging as key configuration areas for v3 + v4 customers.

Step 3. Configure the Aircall Log object (ALO)

Update the ALO page layout

You can configure the ALO page layout to fit your business needs.

Steps:

1. In Salesforce, go to Setup.
2. Click Object Manager.
3. Search for Aircall Log.
4. Go to Page Layouts.
5. Edit the layout and add or rearrange fields as needed.
6. (Optional) Clone the ALO layout to create different layouts for different teams or profiles.
7. Save.

Step 4. Update Task configuration

Because ALO now has a direct relationship with Task, you must ensure the Task configuration reflects this.

4.1. Update field level security for Task Type

To enable the Type field for profiles that will use CTI:

Steps:

1. Go to Setup.
2. Navigate to Object Manager > Task.
3. Find the Type field.
4. Set it to Visible for profiles that will use CTI (call logging).
5. Save.

4.2. Add the Aircall Log field to Task page layouts

To allow linking between Task and ALO:

Steps-,

1. In Object Manager, select Task.
2. Open Page Layouts.
3. Add the Aircall Log field to relevant Task layouts.
4. Save.

This creates a clear relationship between each Task and its ALO record and is required by the new logging model.

Step 5. Confirm or update logging behavior in the Aircall Dashboard

You only need to take action in the Dashboard if you want to log to Only Aircall Log object.

By default, the upgrade automatically sets call logging to Task + Aircall Log object.

5.1. Check current logging mode

Steps:

1. Go to Aircall Dashboard > Integrations & API.
2. Find your Salesforce v3 integration and select it.
3. Open the Settings tab.
4. In the Salesforce Settings section, locate Call logging should be done on.
5. Confirm that the selected option matches your expectations:
   • Both Task and Aircall Log Object (default), or
   • Only Aircall Log Object

5.2. Change logging mode (optional)

If you want to log only to ALO:

Steps:

1. Follow steps 1 to 5 above.
2. Change Call logging should be done on to Only Aircall Log Object.
3. Save your changes.

Note: If you switch to “Only Aircall Log object”, you may need to update Salesforce workflows and reporting that are built around Task based logging.

Step 6. Configure Sales Engagement for CTI v3

If you are already using Sales Engagement with v4, you now need to make sure Sales Engagement is correctly configured for CTI v3.

6.1. Enable Sales Engagement settings

Steps:

1. In Salesforce, go to Setup.
2. Search for Sales Engagement Settings.
3. Go to the Automate sub tab.
4. Enable Turn on Sales Engagement.
5. Go to the Call tab.
6. Enable Call Cadence Settings.

6.2. Map call resolution to cadence progression

To move cadence steps forward based on call outcomes, you must map Aircall call resolution values to Sales Engagement cadence call results.

Example mapping

• Aircall Call Resolution value: Resolved
• Cadence Call Result: Meaningful Connect

This ensures that when a call is marked Resolved:

• The work item is completed
• The cadence progresses to the next step

6.3. Add the Aircall Call Resolution component to record pages

Admins must add the Aircall Call Resolution component (aircallCallResolution) to relevant record pages (Account, Lead, and Contact).

Steps:

1. Navigate to the relevant Lightning app.
2. Open an Account, Lead, or Contact record.
3. Click the gear icon and choose Edit Page.
4. In Lightning App Builder, search for aircallCallResolution.
5. Drag the component onto the page.

6. Click Save.
7. Click Activate.

8. Select App Default + Assign as App Default
9. Select the respective Lightning Apps

10. Click Next
11. Select Desktop and phone or Desktop Form Factor
12. Click Next
13. Click Save

6.4. Update call center assignments (v4 to v3)

Sales Engagement users must be assigned to the CTI v3 call center.

Users can only be assigned to one call center at a time.

Tip: Start by moving 1–2 pilot users to the v3 call center. If issues occur, return them to v4 before proceeding.

Steps

1. In Setup, go to Call Center > Call Centers.
2. Identify the v4 call center (for example, Aircall CTI 2.0 for Salesforce).
3. Click Manage Call Center Users.
4. Remove users who will now use CTI v3.
5. Go back to Call Centers and open the v3 call center (for example, Aircall CTI for Salesforce).
6. Click Manage Call Center Users.
7. Click Add and select the Sales Engagement users.
8. Click Add to confirm.

Important: Do not delete the v4 call center after removing users. It can still be used as a rollback plan if needed.

If you prefer a dedicated, step by step guide for this configuration, you can also follow the article Configure Aircall for Salesforce Sales Engagement.

Step 7. Back up v4 data (AVO) with Data Loader

It is strongly recommended to perform this backup once you are fully ready to move off v4, so there is no gap in data logging between your last v4 calls and uninstalling the package.

Steps:

1. Open Data Loader.
2. Click Export.
3. Select the v4 custom object you want to back up, for example:
   • aircall2gp__Aircall_Voice__c (Aircall Voice Object)
4. Select All fields.
5. Export to CSV and store the file securely.
6. Repeat for any other v4 custom objects you rely on.

Restoring data later (optional)

To restore data into the new object (for example, Aircall Log):

Steps:

1. Open Data Loader.
2. Click Insert.
3. Select the new target object (for example, Aircall Log).
4. Upload the CSV file you exported earlier.
5. Map the CSV columns to the corresponding ALO fields.
6. Complete the insert.

You can optionally use VLOOKUP or External IDs to maintain lookup relationships when restoring.

Step 8. Review automations and dependencies

Because ALO replaces AVO for v4 and Sales Engagement users, you may need to update Salesforce configuration that references AVO fields, including:

• Workflows and flows
• Automations and triggers
• Reports and dashboards
• Validation rules and custom logic

Use this step to identify all places where v4 components are used.

Steps:

1. In Salesforce, go to Setup > Installed Packages.
2. Open the Sales Engagement (v4) package.
3. Click View Dependencies to see where v4 components are referenced.
4. Note all dependencies that involve:
   • AVO fields
   • v4 components or record types

Keep this list. You will use it in later steps when switching from AVO to ALO and from Task only reporting to ALO.

Step 9. Update automations and reporting (Task and AVO to ALO)

If you use Only Aircall Log object, or if you want to take advantage of richer logging, you may need to update:

9.1. Automations

Update:

• Flows
• Workflow rules or Process Builder (if still used)
• Triggers
• Any routing logic based on Task fields
• Any logic or validation using AVO fields

For Sales Engagement customers:

• ALO replaces AVO
• Any automation that references AVO should be updated to use ALO where appropriate

9.2. Reporting

• Update reports and dashboards to use Aircall Log where you previously relied on Task or AVO
• Rebuild Task based reporting where needed to take advantage of the richer ALO data

Step 10. Back up data (if not done) and uninstall v4

For sandbox and testing environments, data backup is not strictly required before you test the new features. For production and GA, it is required before fully moving to v3 CTI.

10.1. Data backup reminder

If you did not complete Step 2 earlier, export data from v4 custom objects using Data Loader or Salesforce reports, then verify:

• Key records exist in your backup
• Lookup relationships are preserved (or can be restored using External IDs or VLOOKUP)
• Reports and dashboards can be rebuilt if needed with restored data

10.2. Uninstall the v4 package

When you are ready to uninstall the v4 package:

Steps:

1. In Salesforce, go to Setup.
2. Search for Installed Packages.
3. Locate Salesforce Sales Engagement (the v4 package).
4. Click Uninstall.
5. Follow the uninstall flow and resolve any dependency warnings Salesforce shows.

Important: Once the v4 package is uninstalled, the AVO object and its data are deleted.

Make sure all required backups are taken and any necessary data has been restored or archived before you proceed.

Step 11. Run post migration checks

After you have fully moved to the unified CTI v3 package, run these final checks.

11.1. Standard CTI calls

• Place a test call from a Contact or Lead using the Aircall CTI.
• Confirm that:
  • A Task and an Aircall Log record are created (if you use Task + ALO), or

A single Aircall Log record is created (if you use Only ALO)

11.2. Sales Engagement calls

• Start a call from a Sales Engagement cadence in the Work Queue.
• After the call ends, confirm that the user sees the post call modal and can log the call resolution.
• Verify that:
  • The work item is completed
  • The cadence progresses to the correct next step based on the mapped call result

11.3. Reporting

• Open your key call activity reports and dashboards.
• Confirm that new calls are appearing as expected.
• Validate any new ALO based reports show the expected fields and data.

If anything does not behave as expected, review:

• ALO and Task configuration (Steps 5 and 6)
• Sales Engagement settings and components (Step 8)
• Call logging behavior in the Aircall Dashboard (Step 7)
• Automations and reporting updates (Step 9)

Once these checks pass, your org is fully migrated from Aircall Salesforce CTI v3 + Sales Engagement v4 to the unified CTI v3 with Aircall Log object (ALO) and Sales Engagement running on the Aircall CTI.