AIVA logging automatically records every interaction handled by a Virtual Agent (VA), Aircall’s AI-powered voice bot, directly in Salesforce. This ensures that agents and managers always have full visibility into what happened during a call, whether it was resolved by the VA or escalated to a human agent.
For each VA call, two records are created in Salesforce:
- Aircall Log Object (ALO): The main call record containing details such as timing, duration, outcome, and agent involvement
- Task: An activity record linked to the contact, visible in the activity timeline
What triggers VA logging
Logging is initiated and updated based on three key moments during a VA call:
| Moment | What happened | What Salesforce sees |
|---|---|---|
| VA picks up the call | The VA starts handling the customer | A new ALO and Task are created immediately |
| VA ends the call | The VA resolves the issue | The record is updated with duration, end time, and a VA resolution label |
| VA transfers to a human | The VA escalates the call | The record is updated to reflect the transfer to an agent |
What happens during a VA call
Step 1: Customer calls and VA answers
As soon as the VA answers:
- A new ALO record is created with:
- VA name
- Caller’s number
- Call start time
- A flag indicating VA handling
- A Task is created and linked to the contact, if one exists in Salesforce
The subject line format:
- “John Smith called from VA Support Bot” if the contact exists
- “+447911123456 called from VA Support Bot” if the contact does not exist
Step 2: Human agent joins (if applicable)
If a human agent joins the call:
- The records are updated with the agent’s name
- The call status is updated
- All previously recorded VA data is preserved
Step 3(a): VA resolves the call
If the VA completes the interaction without human help:
- End time is added
- Call duration is calculated
- Outcome label is set to Handled by VA
This allows teams to track fully automated resolutions.
Step 3(b): VA transfers the call
If the VA escalates the call:
- Outcome label is updated to Transferred to Agent
- An escalation flag is added to the record
This supports reporting on escalation frequency.
How calls are labelled
Each VA call includes an outcome label alongside standard call tags.
| Label | Meaning |
|---|---|
| The VA resolved the call without human involvement |
| The VA escalated the call to a human agent |
Enabling VA logging
VA logging is controlled by two settings managed by the Aircall integrations team:
| Setting | What it controls |
|---|---|
| Enables or disables VA logging entirely |
| Determines whether ALO records are created or only Tasks |
What you can do with VA data in Salesforce
Once enabled, teams can:
- View VA-handled calls in the contact activity timeline
- Filter reports by Handled by VA to measure self-service rate
- Filter by Transferred to Agent to analyze escalations
- Compare durations between VA-only and escalated calls
- Identify which VA handled each call
Salesforce permission set requirement
A common reason ALO records are not created is missing permissions.
Important: The Salesforce integration user must have the Aircall_PermissionSet assigned. Without it, ALO records cannot be created or updated.
| Permission set name | Applies to | Impact if missing |
|---|---|---|
| Aircall_PermissionSet | Salesforce integration user | ALO records are not created, Tasks may still be created |
Steps to assign the permission set
- In Salesforce, go to Setup
- Search for Users and open the integration user
- Scroll to Permission Set Assignments and click Edit Assignments
- Move Aircall_PermissionSet to the enabled list
- Click Save
The next VA call should create ALO records correctly. No restart is required.
Troubleshooting VA logging issues
Issue 1: No records created in Salesforce
Symptoms: No Task or ALO appears after a VA call.
| Cause | Explanation | Resolution |
|---|---|---|
| VA logging not enabled | Feature is disabled by default | Contact our Customer Support to enable it |
| Initial event delay | Background process retries for up to 15 minutes | Wait and recheck |
| Missing permissions | Integration user lacks access | Verify permissions and assign Aircall_PermissionSet |
| ALO not installed | Aircall package missing | Install package and confirm ALO object exists |
Issue 2: Task created but no ALO
Symptoms: Task exists, but no ALO record.
| Cause | Explanation | Resolution |
|---|---|---|
| Missing permission set | Most common cause | Assign Aircall_PermissionSet |
| ALO creation disabled | Only Tasks are configured | Enable ALO creation |
| Task-only logging mode | Integration setting limits logging | Set to Task and ALO |
Issue 3: Missing duration or end time
Symptoms: Records show 0 duration or no end time.
| Cause | Explanation | Resolution |
|---|---|---|
| End event not processed | Still in queue | Wait and refresh |
| End event failed | Missing linkage to ALO | Verify ALO creation and escalate if needed |
Issue 4: Fields not updating
Symptoms: Fields like duration, outcome, or agent name are not updated.
| Cause | Explanation | Resolution |
|---|---|---|
| Missing edit permissions | No field-level access | Enable visibility and edit access in Salesforce |
| Record locked | Workflow or approval prevents updates | Review Salesforce automation |
| Processing delay | Event still queued | Wait and refresh |
Issue 5: Incorrect call outcome label
Symptoms: Label does not match actual call behavior.
| Expected behavior | Correct label |
|---|---|
| VA resolved call | Handled by VA |
| VA transferred call | Transferred to Agent |
| Cause | Explanation | Resolution |
|---|---|---|
| Events out of order | Temporary mismatch | Wait for automatic correction |
| Missing event | Incomplete data received | Verify in Aircall Dashboard and contact our Customer Support if needed |
Issue 6: Duplicate records
Symptoms: Two Tasks or ALOs for one call.
| Cause | Explanation | Resolution |
|---|---|---|
| Event timing conflict | Multiple events triggered creation | Delete duplicate and escalate with Call ID |
Issue 7: Incorrect contact association
Symptoms: Record linked to wrong or no contact.
| Cause | Explanation | Resolution |
|---|---|---|
| No matching contact | Number not found in Salesforce | Create a contact |
| Duplicate numbers | Multiple contacts share number | Deduplicate contacts |
FAQs
Why is my ALO not being created even though Tasks appear?
This is usually due to the missing Aircall_PermissionSet or ALO creation being disabled.
How long should I wait before escalating a missing record?
Wait up to 15 minutes to allow for retry processing before escalating.
Do I need to restart anything after enabling permissions?
No, changes take effect immediately for the next call.
Can VA and human agent data coexist in the same record?
Yes, VA data is preserved and enriched when a human agent joins the call.
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