This article explains how to set up and configure the Salesforce integration with Aircall. Follow the steps below to ensure your integration works correctly from the start.

Minimum requirements

Before installing the integration, confirm that you meet all the requirements listed below.

  • You must use either the Salesforce Enterprise or Unlimited plan, or a Professional plan with purchased API access through your Salesforce Account Executive if you do not plan to use the Omni-Channel feature.
  • If you plan to use Omni-Channel, you must be on the Enterprise or Unlimited plan.
  • You must use an Aircall Professional or Custom Enterprise plan.
  • You must have top level Salesforce administrator permissions or full object level and full field level security permissions.
  • You must have a Salesforce license.
  • Users must use the same email address in both Aircall and Salesforce. If emails do not match, calls will be assigned to the account Admin instead of the correct user.

Overview of the setup process

To install and activate the integration, you must be an Admin in both Salesforce and Aircall.

Installing the integration in Aircall

Steps

  1. Log in to the Aircall Dashboard.
  2. Go to Integrations & API, then select Salesforce v3 from the Discover integrations section.
  3. Click Install integration.
  4. Click Authorize.
  5. Select one or more numbers to connect to the integration, then click Add Number.
Important: You can skip this step, but no calls will be logged until at least one number is connected. You can add or change numbers later in the Dashboard.
  1. Choose your environment (Sandbox or Production) and click Connect to Salesforce.
  2. If you are not logged in to Salesforce, you will be prompted to log in and authorize Aircall.
  3. Click Install CTI to install the Aircall CTI in the selected Salesforce environment.
Important: This installation is required even if you do not plan to use Aircall's CTI. It installs the Aircall Salesforce package, which is necessary for the integration to function.

For detailed CTI setup guidance, see our articles:

  1. After installation, return to the Aircall Dashboard and click Configure CTI to access further setup instructions.
  2. When ready, click Next Step.
  3. Click Install Omni-Channel package if you wish to enable Omni-Channel. This step is optional and can be completed later.

Learn more in our articles:

  1. After installing, click Next Step to view setup instructions.
  2. Click Next Step again to continue.
  3. Click Open Salesforce Settings.
  4. In Salesforce, ensure the Visible checkboxes are enabled for all Profiles, then click Save.
Important: This step is required for the integration to function. If you need help completing it later, visit the page linked in the draft.
  1. Click Finish.

Your integration is now active. You can create a test call log or return to the Dashboard to continue configuring your settings.

Troubleshooting installation issues

If you see an error during installation, follow the steps provided in the linked troubleshooting page to allow the package installation.

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Managing your Salesforce integration settings

To adjust integration settings:

Steps:

  1. Go to Aircall Dashboard > Integrations & API.
  2. Select your Salesforce integration from the My integrations section.
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General settings

From the General tab, you can:

  • Activate or deactivate the integration.
  • Add a custom name for the integration.
  • Add or remove Aircall numbers. Calls to or from unconnected numbers will not log in Salesforce. For more information on how to add numbers, please visit our article Assigning your Phone Number to your Integration.
  • Delete the integration.

Settings page

In the Settings tab, you can configure:

Call workflow

Choose the type of Salesforce Task created for inbound, outbound, and missed calls. You can set each type to log as in progress, completed, or not logged.

Omni-Channel token

View the API token used for Omni-Channel setup.

Omni-Channel rules

If available, manage phone system to Omni-Channel rules and Omni-Channel to phone system rules.

Salesforce settings

You can configure:

  • Whether calls are logged outside business hours.
Note: This setting applies only to calls, not messages.
  • Whether the contact page pops up in Salesforce when a call rings. This applies only when using CTI.
  • How Salesforce should handle calls from unknown numbers by choosing to create a Contact, Lead, Personal Account, Business Account, or take no action.
  • Whether calls or SMS should log to an existing Case or Opportunity.
Important: This option is unavailable if the setting for unknown numbers is configured to create a new Salesforce Lead.

If Case is selected, you may also allow Salesforce to create a new Case when none exists.

Note: This option does not apply to Opportunity creation.
  • Whether Salesforce Contacts should sync to Aircall. 

To ensure Contact Sync works correctly, contacts must have a phone number saved in the main phone number field in Salesforce. With Salesforce, both Phone and Mobile fields can be used, as long as the Phone field also contains a number.

  • Which user to assign calls to when no matching Salesforce user is found.
  • Whether to enable SMS logging. 
  • Whether call recordings should be logged only in the task description, only in the call recording field, or both.
  • Whether the voicemail URL should be logged only in the task description, only in the call recording field, or both.
  • How agent availability in Omni-Channel reflects the Aircall phone app: either based on Status (Online or Busy) or Presence Status.

Please visit our article Synchronizing your integration's contacts to Aircall for more information.

Understanding call logging

For detailed information on call logging and the Salesforce fields used by the integration, see our articles Logging Your Calls in Salesforce & Salesforce Call Logging - Fields.

You are now fully set up and ready to use the Aircall Salesforce integration.