Important: This article currently supports Beta testing of the unified CTI v3 experience for customers using Aircall Salesforce CTI v3 only (no Sales Engagement v4 package installed).

This guide is for Salesforce admins whose org already uses the Aircall Salesforce CTI (v3) integration and is now moving to the updated CTI v3 with the Aircall Log object (ALO).

In this updated model:

  • Your existing CTI v3 integration continues to handle calls
  • The new Aircall Log object (ALO) becomes the dedicated object for storing rich Aircall activity in Salesforce
  • You can use Task + ALO (default) or move to Only ALO for logging
Tip: Do not skip any configuration step in this guide. All steps from the internal setup instructions are included here because they are required or strongly recommended for a correct setup.
Note: Due to rollout changes, Aircall pushes the CTI v3 package upgrade to customers. By default, logging is configured as Task + Aircall Log object. You are mainly responsible for Salesforce configuration: ALO layout, Task configuration, optional Sales Engagement setup, and updating any automations or reports if you decide to move away from Task based logging.

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

In this guide you will:

  1. Review package upgrade behavior and confirm the CTI v3 upgrade
  2. Assign AirCall_PermissionSet
  3. Configure the Aircall Log object (ALO) layout
  4. Update Task configuration for the new Task ↔ ALO relationship
  5. Confirm or adjust call logging behavior in the Aircall Dashboard
  6. Update automations and reporting if you move to Only ALO
  7. Review how the new logging option will appear in the Aircall Dashboard once it is enabled for your companyRun post migration checks
  8. (Optional) Configure Sales Engagement for CTI v3
Note: The new logging option in the Aircall Dashboard is not immediately available to all customers. Aircall can enable it earlier for specific companies, or it will become available as part of the broader release. Until then, use this article to review the changes and prepare your Salesforce setup.

What’s changing

About the Aircall Log object (ALO)

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

Previously, CTI v3 logging relied primarily on the Salesforce Task object, which can be limiting if you need:

  • Richer call data (for example, message, AI, and IVR information)
  • More flexible call logging
  • Stronger reporting and analytics

With ALO:

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

What changes with call logging?

After the upgrade:

  • 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

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

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

For v3 only customers, no packages are uninstalled. Existing Task records remain in place. You are enhancing your current CTI v3 setup by adding ALO and the new logging options.

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Step 1. Verify installed version: CTI v3

Aircall automatically runs the upgrade for you. Once the upgrade is done, you would need to verify the installed version:

Steps:

  1. In Salesforce, go to Setup > Installed Packages.
  2. Locate Aircall CTI for Salesforce.
  3. Confirm that the Version Name is 2.26 (or the version specified by Aircall for this rollout).
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Note: If you are testing in a sandbox, complete the upgrade there first so you can validate layouts and logging before changing production. For more details, please see the article How to configure your Aircall CTI in Salesforce Lightning.

Set Permissions for Aircall CTI

The Aircall CTI needs read access to key standard objects (Account, Contact, Lead, Opportunity, and Case) to perform contact search and display the correct record when a call arrives.

To simplify configuration, the package includes an Aircall permission set that you can clone and adjust if you need broader access (for example, View All on specific objects).

Step 1: Assign Aircall’s Permission Set (Required)

  1. In Salesforce Setup, search for Permission Sets in the Quick Find box.
  2. Locate the AirCall_PermissionSet permission set and assign it to all CTI Users.
Note: Because the AirCall_PermissionSet permission set is managed, you cannot change these permissions. To update any permissions, clone the permission set and assign it to the relevant users.

Any new permissions that Aircall creates with new releases will only be made available to the original AirCall_PermissionSet permission set. It is highly recommended to grant users both the provided Aircall permission set and the cloned version.

Step 2: Clone & assign Aircall’s permission set (Optional)

  1. Locate the AirCall_PermissionSet permission set then click Clone.
  2. Give the cloned permission set a descriptive name (for example, Aircall CTI View All), then click Save.
  3. In the cloned permission set, go to Object Settings.
  4. For each of the objects Account, Contact, Lead, Case, and Opportunity, review and adjust access as required (for example, enable View All if your security model allows it).
  5. Assign the cloned permission set (and the base Aircall CTI permission set) to the users who need CTI access:
    • In Setup, search for Users.
    • Open the user record.
    • In Permission Set Assignments, click Edit Assignments.
    • Add the relevant Aircall CTI permission sets and click Save.

Step 2. Configure the Aircall Log object (ALO)

This step includes both the required CTI permission setup and the ALO layout configuration.

2.1 Set permissions for Aircall CTI

The Aircall CTI needs read access to key standard Salesforce objects such as Account, Contact, Lead, Opportunity, and Case. This allows the CTI to search for contacts and display the correct record when a call arrives.

To simplify configuration, the package includes an AirCall_PermissionSet permission set. You can also clone it if you need broader access.

Step 1: Assign Aircall’s permission set (required)

  1. In Salesforce Setup, search for Permission Sets in the Quick Find box.
  2. Locate the AirCall_PermissionSet permission set.
  3. Assign it to all CTI users.
Note: Because AirCall_PermissionSet is a managed permission set, you cannot change its permissions directly.
Important: If you want to adjust permissions, clone the permission set and assign the cloned version to the relevant users. Any new permissions that Aircall adds in future releases will only be added to the original AirCall_PermissionSet. For this reason, it is strongly recommended to assign users both the original Aircall permission set and the cloned version, if you use one.

Step 2: Clone and assign Aircall’s permission set (optional)

  1. Locate the AirCall_PermissionSet permission set.
  2. Click Clone.
  3. Give the cloned permission set a descriptive name, for example Aircall CTI View All, then click Save.
  4. In the cloned permission set, go to Object Settings.
  5. For each of these objects, review and adjust access as needed:
    • Account
    • Contact
    • Lead
    • Case
    • Opportunity
  6. If your security model allows it, enable broader access such as View All where needed.
  7. Assign the cloned permission set, and the base AirCall_PermissionSet, to the users who need CTI access:
    • In Setup, search for Users
    • Open the user record
    • In Permission Set Assignments, click Edit Assignments
    • Add the relevant Aircall CTI permission sets
    • Click Save

2.2 Update the ALO page layout

You can configure the ALO page layout to fit your business needs and expose the fields that matter for reporting and troubleshooting.

Steps:

  1. In Salesforce, go to Setup.
  2. Click Object Manager.
  3. Search for Aircall Log.
  4. Click Page Layouts.
  5. Edit the existing layout.
  6. Add or rearrange fields as needed, such as:
    • Call details (direction, duration, result)
    • Message related fields (if you log SMS or messages)
    • AI related fields (summaries, topics)
    • IVR related fields
  7. (Optional) Clone the ALO layout to create different layouts for different teams or profiles.
  8. Click Save.

Start by exposing the fields your teams already use in reports and troubleshooting, then iter

Step 3. Update Task configuration

Because ALO now has a direct relationship with Task, you must ensure Task is correctly configured so CTI logging works as expected.

3.1. Update field level security (FLS) for Task Type

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

Steps:

  1. In Salesforce, go to Setup.
  2. Navigate to Object Manager > Task.
  3. Click Fields & Relationships.
  4. Find the Type field.
  5. Edit field level security and set Visible for profiles that use CTI logging.
  6. Click Save.

3.2. Add the Aircall Log field to Task page layouts

This part is required to allow linking between Task and ALO.

Steps:

  1. Still in Object Manager, select Task.
  2. Click Page Layouts.
  3. Edit the Task layouts that are used for call activity.
  4. Add the Aircall Log field to each relevant layout.
  5. Click Save.

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

3.3. Update field reference in your Salesforce workflows and layouts

If your Salesforce workflows, page layouts, or other configurations reference the following Task field:

  • aircall__External_contact_phone_number__c

You'll need to update them to use the new field name:

  • aircall__External_contacts_phone_number__c
Tip: Note the difference: "contacts" instead of "contact"
Note: What you need to do: Search your Salesforce org for any references to aircall__External_contact_phone_number__c — including workflows, validation rules, page layouts, reports, and custom code — and update them to point to aircall__External_contacts_phone_number__c.

Both Task fields will continue to populate during a transition window to give you time to make the change. The old field will be deprecated in Q3, so we recommend updating your configurations as soon as possible.

Step 4. Update automations and reporting (if using Only ALO)

You only need to perform these changes if you choose Only Aircall Log object. If you stay on Task + ALO, your existing Task based workflows and reporting can continue to function, and you can adopt ALO gradually.

4.1. Automations

If your team has Salesforce workflows or reporting built around Task based logging, and you move to Only ALO, you may need to update:

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

Actions to consider:

  • Identify all automations that trigger on Task fields for call logging.
  • Rebuild or adjust them to reference Aircall Log fields instead when you use Only ALO.

4.2. Reporting and dashboards

If you move to Only ALO:

  • Update reports and dashboards to use the Aircall Log object instead of Task only
  • Rebuild Task based reporting where needed so that it reads from ALO
Tip: You can keep Task + ALO logging while you build new ALO based reports and validate them. Once you are confident, you can switch more of your reporting and automations to ALO.

For information on how to configure Sales engagement for CTI V3, please see Configure Aircall for Salesforce Sales Engagement.

Step 5. Logging behavior in the Aircall Dashboard

The new logging option in the Aircall Dashboard is not immediately available to all customers.

Aircall is giving customers time to review the changes and prepare their Salesforce setup before this option is enabled. This means you may not see the setting yet unless:

  • Aircall enables it for your company earlier, or
  • It becomes available as part of the broader release

When this option becomes available, it will control whether calls are logged to:

  • Task + Aircall Log object (default), or
  • Only Aircall Log object

If you plan to move to Only Aircall Log object, make sure you complete the automation and reporting updates described in the previous step before enabling that change.

What this setting will look like

When available:

Steps:

  1. Open your Aircall Dashboard > Integrations & API.
  2. Search for your Salesforce v3 integration.
  3. Select it and open the Settings tab.
  4. Find the Salesforce Settings section.
  5. Locate Call logging should be done on.
  6. Select one option:
    • Both Task and Aircall Log Object (default), or
    • Only Aircall Log Object
Note: If you stay on Task + Aircall Log object, your existing Task based workflows and reporting

Final Step: Activating logging features

Once you have completed all of the steps above, there are two ways to proceed with activating your logging features:

  1. Automatic activation: On May 18th, 2026, Aircall will automatically enable logging features on your behalf. No further action is required on your end.
  2. Early activation: If you'd like logging features enabled prior to that date, please reach out to Aircall Support and a member of our team will assist you.
Note: If you have completed all steps in this guide and would like logging features enabled before May 18th, 2026, please contact our Customer Support team and we will enable it for you.