Aircall Status
Help logging inCall History shows agents a list of their recent Aircall calls right inside the Salesforce utility bar. The list updates automatically as calls complete, flags missed calls with a badge, and lets agents scroll back through older calls without leaving Salesforce.
Before you begin
Make sure the following are in place in your Salesforce org:
- Aircall for Service Cloud Voice managed package, version 0.10.0 or later, installed. Existing orgs upgrade automatically.
- Service Cloud Voice enabled and configured with the Aircall contact centre.
- Agents have Read access to Voice Call and Aircall Voice records.
Setting up Call History
Steps
- Go to Setup > App Manager, open the utility bar configuration for your SCV app.
- Add the Aircall Omnichannel Extension (aircallOmnichannelExtension) component, then save and activate.
- In the utility bar settings for that component, set the label to Aircall Voice.
- Open the Salesforce utility bar, go to the Call History tab, and confirm recent calls are listed. Complete a test call; once it ends, the new call should appear at the top automatically.
Important: The component uses the Aircall Voice label to find and open the correct panel when a call rings. If the label is missing or different, the utility bar won't open automatically on inbound calls.
What agents can do
| Capability | What the agent can do | When it's available |
|---|---|---|
| View recent calls | See recent calls made or received, newest first, without leaving Salesforce | Always, in the Call History tab |
| Load older calls | Scroll down to load more history automatically, up to 100 calls total | Always |
| See new calls instantly | The list adds a new call automatically as soon as it ends | Whenever a call completes |
| Spot missed calls | A badge highlights any call that was missed | Whenever a missed call appears in the list |
Troubleshooting
| Symptom | Likely cause | What to do |
|---|---|---|
| The Call History tab isn't visible in the utility bar at all | The package doesn't include Call History, or the component isn't added | Confirm in Setup > Installed Packages that your package version includes Call History, and that the Aircall Omnichannel Extension component is added to the utility bar. Add it, or update the package, if either is missing. |
| A call just ended but doesn't show in the list yet | The utility bar is stuck on another tab | Reload the utility bar if it seems stuck on another tab, such as tagging, and doesn't return to Call History on its own. |
| The list is empty even though the agent made or received calls | A permissions gap | Confirm the agent's Salesforce user owns the call records, and that their profile has Read access to Voice Call. This is almost always a permissions issue rather than missing data. |
| Scrolling down doesn't load more calls | The 100-call limit was reached, or a loading hiccup | If 100 calls are already loaded, that's expected; use Salesforce reports for older history. Otherwise, reload the utility bar. |
| The same call appears more than once | A temporary display glitch, or duplicate records | Reload the utility bar first. If it persists, check whether Salesforce has duplicate call records for that call. |
| A missed call isn't shown with the missed-call badge | The call's outcome wasn't flagged as missed on the Salesforce record | Contact Aircall Support to check the call-outcome mapping. |
| A call in the list is missing its tags | Tags weren't added in Aircall, or the sync failed | Confirm tags were added in Aircall and that the call synced successfully. Confirm the Aircall connector is running normally. |
If none of these resolve it, contact Aircall Support with your Salesforce org ID, the installed package version, the agent's Aircall number and email, the browser in use, the affected call ID or Salesforce record, and a description of what happened.