How to configure your Aircall CTI in Salesforce Classic

You can use the Aircall CTI inside Salesforce Classic to make and receive calls directly from the Salesforce console. This guide explains how to install the CTI package, add users, configure the adapter URL, enable the softphone layout, and set up a custom console.

Important: The Aircall CTI is only compatible with the Chrome browser.

mport the Aircall CTI to your Salesforce account

Start by installing the Aircall CTI package in your Salesforce org.

Steps

1. Log in to your Salesforce account.

2. Click on this link to install the Aircall CTI into your Production Salesforce org.

3. On the installation screen, select Install for All Users.

4. Click Install, then Done when the installation completes.

Note: If you encounter issues with the call center definition file during installation, refer to the article Manually add Aircall's CTI to Salesforce.

Add users to the Aircall Call Center

Next, assign users who should have access to the Aircall CTI.

Steps

1. In Salesforce, go to Setup.

2. In the Quick Find bar, type Call Center, then click Call Centers.

3. Select Aircall CTI for Salesforce.

4. Click Manage Call Center Users.

5. Use the search field to find users by name and click Find.

6. Select the users who should have access to the Aircall CTI.

7. Click Add to Call Center.

Update your Aircall CTI Adapter URL

If your CTI adapter still uses the old URL, you must update it to the new Aircall CTI endpoint.

Steps

1. In Setup, search for Call Center in the Quick Find bar, then click Call Centers.

2. Select Aircall CTI for Salesforce.

3. Click Edit.

4. Locate the fields:

   • CTI Adapter URL

   • CTI Adapter URL2

5. If you have not updated the CTI before, you may see the old URL https://phone.aircall.io/salesforce in both fields.

6. Replace both values with the new URL:
   https://cti.aircall.io/salesforce

7. Click Save.

Enable your Aircall CTI via Softphone Layouts

You must configure a softphone layout so the Aircall CTI appears in the Salesforce Classic UI.

Steps

1. In Setup, search for Call Center in the Quick Find bar.

2. Click Call Centers, then select Softphone Layouts.

3. Click New.

4. Enter a Name for the layout (for example, Aircall Softphone).

5. Check Default Layout to make this the default softphone layout.

6. Click Save.

Create your customized Salesforce Console

To use Aircall CTI in Salesforce Classic, you must work from a custom Salesforce Console.

Steps

1. In Salesforce, go to Setup, then Setup Home.

2. Under Build, click Create, then select Apps.

3. Click New.

4. Choose Console as the app type, then click Next.

5. Enter the Label, Name, and an optional Description for your console, then click Next.

6. (Optional) Choose an image for your app, then click Next.

7. Select the items you want to display in your console (such as Contacts, Accounts, Leads, etc.), then click Next.

8. Choose how records should display, then click Next.

9. Under Visible, tick all checkboxes, then click Next.

10. Complete the wizard to finish creating your console app.

Once you open your customized Salesforce Console, you will see the Aircall CTI at the bottom right of the page. Sign in to Aircall in the CTI window to start making and receiving calls.

Important: To use Aircall CTI in Salesforce Classic, you must use a custom Console. If you do not see the Console column option as shown in the referenced screenshot, contact your Salesforce account manager to have the Sales Console enabled for your org.

Behavior in standard Salesforce Classic apps

If you use a standard (non-console) app view:

• An Aircall banner will appear on the left side of the screen, prompting users to download the desktop application.

• This banner cannot be removed from the standard app view for users assigned to the Call Center (from the step where you added Call Center users).

• The banner is not visible to:

  • Users who are not assigned to the Call Center, or

  • Users who are working in the custom Console view.

Call notes and tags

To ensure that notes and tags are correctly saved in the call logs, agents must complete the call disposition step after each call.

Steps

1. After a call ends, wait for the Call ended screen to appear in the CTI.

2. Enter any notes and tags needed for the call.

3. Click either:

   • Keep conversation open, or

   • Close conversation.

Important: If the page is refreshed or the CTI window is closed before clicking "Keep conversation open" or "Close conversation," call notes and tags may not be saved.