Aircall Status
Help logging inThe Insight Card automatically shows a caller's Salesforce record the moment a call arrives, no manual search required. For inbound calls, the utility bar opens on its own with an incoming call notification while the caller lookup happens in the background. By the time the agent accepts the call, the caller's details may already be on screen.
Before you begin
Make sure you have:
- Aircall for Service Cloud Voice managed package, version 0.10.0 or later, installed.
- Salesforce Service Cloud Voice configured and active.
- Agent profile has Read access to Lead, Contact, and Account objects.
- Caller phone numbers are stored in standard phone-type fields (Phone or MobilePhone) on Lead, Contact, or Account records.
Setting up the Insight Card
The Insight Card and incoming call notification won't appear unless both Aircall utility items are added to the Lightning App Builder for your agents' app. This is a one-time setup done by a Salesforce admin.
Steps
- Go to Setup > App Manager.
- Open the Lightning app used by your SCV agents (for example, Sales Console).
- In the utility bar section, add the Aircall Voice Extension component, the main dialer panel that shows the Insight Card in the "Related To" tab during active calls.
- Also add the Aircall Omnichannel Extension component, the panel that shows the incoming call notification and opens the utility bar automatically.
- Set the utility bar label for the Aircall Omnichannel Extension to Aircall Voice.
- Save and activate the page.
Important: The component uses the Aircall Voice label to find and open the correct panel automatically. If the label is different, the utility bar won't open on inbound calls.
How it works
- Inbound call rings: the utility bar opens automatically with an incoming call notification showing the caller's number and Accept/Decline buttons. The Insight Card starts searching for the caller's Salesforce record at the same time, before the agent even answers.
- Agent accepts: the notification clears and the Insight Card shows the matching record, full name, company, job title, email, phone number, and record owner. If the lookup is still running, a spinner shows until it's ready.
- No match found: if the caller's number isn't stored in any Lead, Contact, or Account phone field, the card shows a "no match" message. The agent can search manually as usual. The card keeps retrying automatically for up to 50 seconds in case the record becomes available.
- Outbound calls: the utility bar doesn't open automatically at call start. The Insight Card still loads in the Related To tab once the call connects, but the agent needs to open the utility bar to see it.
- Match priority: if the same number exists on multiple record types, the card picks in this order: Lead, then Contact, then Account. Within each type, the most recently updated record is shown. Converted Leads are always excluded.
Turning contact pop on or off
By default, Salesforce automatically navigates to the matched record when the Insight Card finds one. A Salesforce admin can turn this off. Please see Salesforce Voice Setting: Aircall configuration options for details.
What agents can do
| Capability | What the agent can do | When it's available |
|---|---|---|
| Incoming call notification | See the caller's number and choose to accept or decline, without searching for the right window | When an inbound call is ringing |
| Accept an inbound call | Click Accept (green check) on the notification card | When an inbound call is ringing |
| Decline an inbound call | Click Decline (X) on the notification card. May be hidden if your admin has disabled it for the team | When an inbound call is ringing and Decline is enabled |
| View caller details | The Insight Card shows name, company, title, email, phone, and record owner automatically | From the moment of ring (inbound); once connected (outbound) |
| Open the full record | Click "See Lead / Contact / Account page" on the Insight Card | When the card shows a matching record |
Troubleshooting
Incoming call notification
| Symptom | Likely cause | What to do |
|---|---|---|
| The utility bar didn't open when an inbound call arrived | The Aircall utility isn't added to the app, or the browser is blocking focus changes | Confirm the Aircall Omnichannel Extension is added to the Lightning App Builder for your agents' app. Also check whether the agent's browser blocks utility bar focus requests from the Salesforce domain. |
| The incoming call card didn't appear while the call was ringing | The call was outbound (expected; no notification for outbound), or the Omnichannel Extension isn't deployed | Confirm the call type is inbound. If it was inbound and still didn't appear, confirm the Aircall Omnichannel Extension is added to the Lightning App Builder. |
| The Decline button isn't visible | An admin has hidden it, intentionally, for contact centres that require agents to answer all calls | Check with your Salesforce admin whether "Hide Decline Button" is enabled in the Aircall Salesforce Voice Setting. |
| Clicking Accept had no effect | The agent isn't set to Available in Omni-Channel, or isn't logged in | Confirm the agent is Available in Omni-Channel and the SCV voice channel is configured. If the agent isn't logged into Omni-Channel, the button press is silently ignored. |
Caller record lookup
| Symptom | Likely cause | What to do |
|---|---|---|
| "No match found" even though the caller exists in Salesforce | The number isn't in a standard phone-type field, or the Lead is converted | Confirm the number is in Phone or MobilePhone on the Lead, Contact, or Account record. Converted Leads are excluded. If both check out, ask your admin whether SOSL phone field indexing is enabled for your org. |
| Card shows the wrong person or company | Multiple records share the number; the card uses a fixed priority (Lead, then Contact, then Account) | Check whether several records share that number. If so, deduplicate or clean up the records so the number uniquely identifies one person or company. |
| An expected Account match is never shown | Account is the lowest search priority, or the agent lacks Account access | Check whether a Lead or Contact also has that number, since it will always be shown first. Confirm the agent's profile has Read access to Account. |
| The card takes a long time to appear | Salesforce is slow to create the VoiceCall record, or the retry window is still running | The card waits up to 12 seconds for the record, then retries every 5 seconds for up to 50 seconds. Check trust.salesforce.com for active incidents if this is persistent. |
| The card only appeared after the call ended | The VoiceCall record took longer than 12 seconds to create | Check VoiceCall record creation times for recent calls against when they rang. If creation is consistently delayed, contact Aircall Support. |
| The card shows a permanent spinner | A permissions problem is blocking the lookup | Confirm the agent's profile has Read access to Lead, Contact, and Account, all three are required. |
Opening the record
| Symptom | Likely cause | What to do |
|---|---|---|
| Clicking "See Lead / Contact / Account page" does nothing, or shows an error | Missing access, or the record was deleted | Confirm the agent has Read access to that record type. If the record was deleted after the card loaded, the link will error; navigate to the record directly to confirm. |
If none of these resolve it, contact Aircall Support with your Salesforce org ID, the installed package version, the agent's Salesforce username, the browser in use, the affected call ID, the caller's number (anonymized if needed), and a description of what happened.