Aircall Status
Help logging inThe Aircall Salesforce Voice Setting is a Salesforce custom setting that lets an admin control certain behaviors in the Aircall for Service Cloud Voice package, without touching any code. It's created automatically when the package is installed, and updated on every upgrade.
Before you begin
Make sure you have:
- Aircall for Service Cloud Voice managed package, version 0.10.0 or later, installed. The setting record is created automatically on install.
- Salesforce admin access to Setup > Custom Settings.
Viewing or changing the settings
Steps
- Go to Setup in Salesforce.
- In Quick Find, search for Custom Settings.
- Find Aircall Setting in the list and click Manage.
-
Open the record named Aircall SFV Setting and click Edit to change any flag.
- Save. Changes take effect the next time an agent loads the Salesforce page with the Aircall utility bar.
What you can configure
| Setting | What it controls | Default |
|---|---|---|
| Enable Contact Pop | When checked, Salesforce automatically navigates to the matched caller record when an inbound call is matched by the Insight Card. Uncheck to disable the automatic navigation; agents will still see the Insight Card, but the screen won't jump to the record page. | Checked (on) |
| Hide Decline Button | When checked, the Decline button is hidden from the incoming call notification card. Use this when your contact centre policy requires agents to accept all inbound calls. Agents can still set themselves unavailable via the status selector. | Checked (hidden) |
Troubleshooting
| Symptom | Likely cause | What to do |
|---|---|---|
| The "Aircall Setting" record doesn't appear in Custom Settings | The package may not be installed, or the record wasn't created on install | Verify the Aircall for Service Cloud Voice package is installed in Setup > Installed Packages. If it's installed but the record is missing, contact Aircall Support. |
| Can't find Custom Settings in Setup | Wrong org, or the package isn't installed | Type "Custom Settings" in the Quick Find box. Confirm you're in the correct org. If Aircall Setting isn't listed, the package may not be installed. |
| Changes saved in Setup aren't reflected for agents | Session caching | Salesforce caches these values per session. After saving, agents need to reload the Salesforce page for the new value to take effect. No package update is needed. |
| Salesforce doesn't navigate to the caller's record automatically | Enable Contact Pop is off, or there's no matching record | Confirm Enable Contact Pop is checked in the Aircall SFV Setting record. Also confirm the Insight Card actually found a matching record; there's nothing to pop to otherwise. |
| Screen pop is working but agents want to disable it | - | Uncheck Enable Contact Pop in the Aircall SFV Setting record. Agents will still see the Insight Card, but Salesforce won't automatically navigate to the record page |
| The Decline button isn't visible but should be | Hide Decline Button is checked | Confirm Hide Decline Button is unchecked, then save. Agents need to reload Salesforce for the change to apply. |
| The Decline button is visible but the contact centre policy requires it to be hidden | - | Check Hide Decline Button in the Aircall SFV Setting record and save. Agents can still set themselves unavailable in Omni-Channel; this only hides the in-call Decline button. |
| Decline button behavior is inconsistent | The flag was changed mid-session | Ask the agent to reload Salesforce. If it persists, confirm there's only one "Aircall SFV Setting" record; duplicates cause unpredictable results. |
If none of these resolve it, contact Aircall Support with your Salesforce org ID, the installed package version, the current value of each setting, and a description of what happened.