Setting up Quick Actions in Salesforce CTI

This article explains how to configure Quick Actions in the Aircall Salesforce CTI (v3). Once set up, sales reps can make outbound calls directly from the 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 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: 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 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.

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

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.

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 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 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.

Call popup not appearing after call ends

When a call ends, the post-call popup may fail to appear.

• CTI is not properly initialized
• The component is not added to the page

Steps to resolve:

1. Verify that the CTI integration is active
2. Ensure the aircallCallResolution component is added to the record page

Call logs not linked to correct records

Call logs such as Tasks or Activity Log Objects (ALO) may be associated with the wrong Lead or Contact.

• The auto-populated Person field is not updated
• The agent selected an incorrect record

How record association works:

• If a call is initiated from a work queue, that record populates the Person field
• If a call is initiated using click-to-dial, the same record is used
• In other cases, the system searches in this order: Contact → Lead → Account

Steps to resolve:

1. Before saving, verify the Person field
2. Use the search option to select the correct Lead or Contact if needed

Unable to relate call to Opportunity or Case

The Relates To field may not be available. This is a Salesforce limitation that occurs when the call is linked to a Lead.

Steps to resolve:

1. Change the Person field from Lead to Contact if applicable
2. Select the appropriate Account, Opportunity, or Case

Call Resolution component not visible on record page

The aircallCallResolution component may not appear in the user interface.

• The component is not added to the Lightning page
• The page is not activated for the correct app or profile

Steps to resolve:

1. Navigate to a Lead, Contact, or relevant record page
2. Click the gear icon and select Edit Page
3. Add the aircallCallResolution component
4. Click Save, then Activate
5. Assign it to the correct app, such as Sales Console

Changes to Call Resolution not reflecting

Updates to call resolution values may not appear in the UI.

• Picklist values were updated but mapping was not updated
• Browser cache issues

Steps to resolve:

1. Update the mapping in Sales Engagement settings
2. Perform a hard refresh using Ctrl + Shift + R
3. Log out and back in if needed

Call not getting logged in Salesforce

Calls may not create a Task or ALO. Steps to resolve: verify that the Aircall integration is active

Person not auto-populated after call

The Contact or Lead field may remain empty after a call: no matching record exists in Salesforce

Steps to resolve:

1. Ensure you have visibility access to the record
2. Manually search and select the correct Contact or Lead

Search not showing correct records

Search results may not return the expected records.

• Only the five most recently created matching records are displayed
• Incorrect or incomplete search keywords

Steps to resolve: use more specific search terms to refine results

Call resolution saved but wrong cadence triggered

Unexpected cadence behavior may occur after saving a call resolution.

• Incorrect mapping between Call Result and Call Resolution
• Multiple similar values causing confusion

Steps to resolve:

1. Review mappings in Sales Engagement settings
2. Standardize picklist values across the organization