This article currently supports Beta testing of the unified CTI v3 experience for customers using Sales Engagement v4 only (no existing CTI v3 integration).

This guide is for Salesforce admins whose org currently has only the Aircall for Salesforce Sales Engagement (v4) package installed, and who want to move to the new unified CTI v3 experience.

In the unified model:

  • Sales Engagement works directly with the Aircall Workspace CTI instead of the Salesforce Sales Dialer
  • The Aircall Log object (ALO) becomes the dedicated object for storing rich Aircall activity data in Salesforce

At the end of this migration, you will have CTI v3 installed and configured, Sales Engagement running through the Aircall CTI, and a path to uninstall the v4 package when you are ready.

As a v4-only customer, you focus on: installing/configuring CTI v3, layouts, call center assignments, Sales Engagement settings, 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 users currently use Sales Engagement (v4)

In this guide you will:

  1. Review what changes when moving from Sales Engagement v4 to the unified CTI v3 with Aircall Log object (ALO)
  2. Install the Aircall Salesforce CTI (v3) package and assign the required permission sets
  3. Configure the Aircall Log object (ALO) and update Task layouts so calls can be logged correctly
  4. Connect CTI v3 in the Aircall Dashboard and confirm logging behavior
  5. Configure Sales Engagement to work with CTI v3 (settings, call resolution mapping, and the Aircall Call Resolution component)
  6. Update call center assignments so Sales Engagement users place calls through Aircall CTI for Salesforce
  7. When you are ready to move off v4, back up AVO / v4 data and then uninstall the v4 package
  8. Run final checks to confirm calls, logging, and cadences behave as expected

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, logging for your Aircall Salesforce setup relied on the Sales Engagement v4 package and its objects, especially Aircall Voice Object (AVO). This 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?

Once CTI v3 is installed and connected:

  • Call logging in Salesforce can be configured to:
    • Task + Aircall Log object (default), or
    • Only Aircall Log object

Because you currently use Sales Engagement v4:

  • You will transition from Aircall Voice Object (AVO) to Aircall Log object (ALO)
  • ALO replaces AVO as the detailed logging object

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

Screenshot 2026-04-03 at 18.28.08.png
By default, CTI v3 uses **Task + Aircall Log object**. You only need to change this if you intentionally want to log to **Only Aircall Log object**.

What changes with Sales Engagement?

With CTI v3:

  • Sales Engagement now works directly with the Aircall Workspace CTI, rather than the Salesforce Sales Dialer
  • After a call ends, users see a post call modal to log the call resolution
  • Once they submit the resolution, they can keep working in the Aircall CTI while navigating Salesforce without interruption
Screenshot 2026-04-03 at 18.28.21.png
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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 or other v4 components 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 v4 objects
  • Whether you will restore any data into ALO after the migration
Do not uninstall the v4 package yet.

You will install/configure CTI v3, back up data, verify logging, and only then remove v4 in production.

Step 2. Install the CTI v3 package and assign permission sets

2.1. Install or confirm CTI v3

Steps:

  1. In Salesforce, go to Setup > Installed Packages.
  2. Check if Aircall CTI for Salesforce (v3) is already installed.

2.2. Assign permission sets

After CTI v3 is installed or upgraded, assign the required permission sets so admins and 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: It is a required step for all users: for both Sales Engagement users and non-Sales Engagement users.
Note: The rollout documentation highlights permission sets, page layouts, the Sales Engagement modal, and logging behavior as key configuration areas for v4-only customers moving to CTI v3.

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 (for example, message data, AI fields, IVR info, outcome).
  6. (Optional) Clone the ALO layout to create different layouts for different teams or profiles.
  7. Save.

Step 4. Update Task configuration

Because ALO has a direct relationship with Task in the new logging model, you must ensure Task is correctly configured.

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. Connect CTI v3 and confirm logging behavior

At this stage, CTI v3 should be installed and ALO + Task configured. Next, you connect CTI v3 in the Aircall Dashboard and confirm how logging behaves.

5.1. Connect CTI v3 in the Aircall Dashboard

If you have not yet connected CTI v3:

Steps:

  1. Go to Aircall Dashboard > Integrations & API.
  2. Find Salesforce v3 and click Install or Configure.
  3. Follow the connection flow (log in to Salesforce, authorize the integration).
  4. Save.

5.2 Check your current logging mode

You only need to change this if you want to use Only Aircall Log object. By default, CTI v3 uses Task + Aircall Log object.

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
Screenshot 2026-04-03 at 18.28.44.png
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 have been using Sales Engagement with v4, you now need to configure it so that it works with 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.
Screenshot 2026-04-03 at 18.28.53.png

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
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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.
Screenshot 2026-04-03 at 18.29.11.png
  1. Click Save.
  2. Click Activate.
Screenshot 2026-04-03 at 18.29.18.png
  1. Select App Default + Assign as App Default
  2. Select the respective Lightning Apps
Screenshot 2026-04-03 at 18.29.26.png
  1. Click Next
  2. Select Desktop and phone or Desktop Form Factor
  3. Click Next
  4. 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: To reduce risk, start by moving 1–2 pilot users from the v4 call center to the CTI v3 call center and have them test standard calls and Sales Engagement calls. If you notice issues, move those users back to the v4 call center and contact Aircall Support before proceeding with the full migration.

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

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

For detailed step by step instructions on updating call center assignments, see How to configure your Aircall CTI in Salesforce Lightning.

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

It is strongly recommended to perform this backup right before uninstalling v4, so there is no gap in data logging between your last v4 calls and removing 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, but recommended)

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 will replace AVO for your Sales Engagement calls, you may need to update Salesforce configuration that references v4 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 later when switching from AVO to ALO and updating reporting.

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

To fully benefit from ALO and the unified logging model, you may need to update:

9.1. Automations

  • Flows
  • Workflow rules or Process Builder (if still used)
  • Triggers
  • Any routing or ownership 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 AVO or Task
  • 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 CTI v3 features. For production and GA, it is required before fully moving away from v4.

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.
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 installed and configured CTI v3 and, optionally, uninstalled v4, 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 has successfully moved from Sales Engagement v4 only to the unified Aircall CTI v3 with Aircall Log object (ALO) and Sales Engagement running on the Aircall CTI.