This article explains how to configure Sales Engagement Quick Actions in the Aircall Salesforce CTI (v3). Once set up, sales reps can make outbound calls directly from the Sales Engagement Work Queue, log call outcomes, and automatically advance cadence steps, all without leaving Salesforce.

This article is intended for Salesforce admins. If you are an agent looking for details about the post-call experience, see Aircall for Sales Engagement: Agent FAQs.

Prerequisites

Before configuring Sales Engagement Quick Actions, confirm the following:

  • The Aircall Salesforce CTI (v3) integration is installed and active
  • The CTI is already configured and working for your org
  • Users who will run cadences have access to the Sales Console app

Step 1: Enable Sales Engagement and configure Call Resolution mapping

Call Resolution controls how a cadence progresses after a call. You need to enable Sales Engagement in Salesforce settings and map at least one Call Result value to a Call Resolution value.

Steps:

  1. Go to Setup
  2. In the Quick Find box, search for Sales Engagement Settings
  3. Open the Automate sub-tab and enable Turn on Sales Engagement
  4. Open the Call tab and enable Call Cadence Settings
  5. Map a Call Resolution field value to a Call Result value
    • Example: map “Meaningful Connect” to “Resolved”
    • When a call is logged with a resolution mapped to “Resolved”, the current cadence step is marked complete and the cadence advances to the next step.
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  1. Save your settings
Note: If no picklist values appear in the Call Resolution dropdown, it means no values have been added to that field yet. Add picklist values in Salesforce first, then return to this step to complete the mapping. When modifying an existing Call Result value, apply the same change to the corresponding Call Resolution value to keep them in sync.

Step 2: Add the Call Resolution component to record pages

The aircallCallResolution component must be added to record pages, Account, Lead, or Contact, in the Sales Console app. This displays the post-call logging modal to agents after a Work Queue call ends.

Steps:

  1. Open the Sales Console app
  2. From the object dropdown, select Account or another object type
  3. Open any record from the left sidebar
  4. Click the gear icon and select Edit Page to open the Lightning App Builder
  5. In the left sidebar, search for aircallCallResolution
  6. Drag the component onto the record page layout
  7. Click Save, then Activate
  8. Set the page as the default for the Sales Console app

Repeat this process for any other object types, such as Lead or Contact, where agents will log Sales Engagement calls. You will need to add the component to any record lightning page that a user will be on when the call ends.

  • Example: if you end up on an opportunity page while the call ends, the modal won't pop up unless it's configured there, and if the modal doesn't pop up, they won't be able to log the resolution.

How the post-call flow works for agents

Once configuration is complete, this is what agents experience after a Work Queue call ends.

A modal popup appears automatically. The Person field, Lead or Contact, is pre-populated based on the record from which the call was initiated via the cadence.

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The following fields are mandatory before the record can be saved:

  • Call Resolution: determines how the cadence advances
  • Person: the Lead or Contact linked to the call, agents can change this if needed
Screenshot 2026-04-03 at 12.58.12.png

The following field is optional:

  • Relates to: links the Aircall Log (ALO) and Task to an Account, Opportunity, or Case. The field uses dynamic search and shows the top five matching records as the agent types
Important: Salesforce does not allow associating a Task with an Account, Opportunity, or Case if the call is linked to a Lead. The "Relates to" field can only be used to link those objects when the Person is a Contact.
Screenshot 2026-04-03 at 12.58.21.png

When the agent saves the modal:

  • The popup closes
  • The ALO and Task records are updated with the selected Call Resolution, Person, and any related record
  • The Task WhoId and WhatId are updated to reflect the selections
  • The cadence advances based on the Call Resolution mapping configured in Step 1
Note: The ALO and Task are always created in the background when a call ends, regardless of whether the agent interacts with the modal. The modal updates those records based on the agent's selections. If no ALO or Task is being created at all, the issue is with the integration itself, not with this feature. Refer to your integration configuration or contact Aircall Support.

Troubleshooting

No options appear in the Call Resolution dropdown

No picklist values have been added to the Call Resolution field. Add values in Salesforce, then map them in Sales Engagement Settings as described in Step 1.

The cadence is not advancing after a call

Check that:

  • The Call Resolution value selected by the agent is mapped to “Resolved” in Sales Engagement Settings
  • The agent completed both mandatory fields, Call Resolution and Person, before saving
  • The mapping between Call Result and Call Resolution values is consistent

The modal is not appearing after Work Queue calls

Confirm that:

  • The aircallCallResolution component has been added and activated on the relevant record pages
  • The call was initiated from the Work Queue, not via click-to-dial or manual dialling. The modal only appears for calls initiated through the cadence Work Queue.
Tip: If the modal still does not display, please reach out to your Admin or contact our Aircall Customer Support team.

The ALO or Task is not being created at all

This is an integration-level issue unrelated to Quick Actions configuration. Verify the Salesforce integration is active and healthy, and that the integration user has the correct permissions. Contact Aircall Support if the issue persists.