How to configure your Aircall CTI in Salesforce Lightning

You can use the Aircall CTI inside Salesforce Lightning to make and receive calls, click to dial, and see screen pops for incoming calls. This guide explains how to install the CTI package, add users, update the adapter URL, enable softphone layouts, and display the CTI in your Salesforce apps.

Import the Aircall CTI to your Salesforce account

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

Steps

1. Log in to your Salesforce account.

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

3. On the installation screen, select Install for all users.

4. Click Install, then click Done once installation is complete.

Important: 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 the users who should have access to the Aircall CTI.

Steps

1. In Salesforce, go to Setup.

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

3. Select Aircall CTI for Salesforce.

4. Click Manage Call Center Users.

5. Search for users by typing their name, then 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 is still pointing to the old URL, update it to use the current Aircall endpoint.

Steps

1. In Setup, search for Call Center in the Quick Find box and 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, both fields may still show:
   https://phone.aircall.io/salesforce

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 can be displayed in the Lightning UI.

Steps

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

2. Click Softphone Layouts.

3. Click New.

4. Enter a Name for the layout.

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

6. Click Save.

Enable your Salesforce app to display the Aircall CTI

The Aircall Lightning app is already configured with the utility bar. Follow the steps below only if you want to enable the Aircall CTI in another Salesforce app.

Steps

1. In Salesforce, go to Setup.

2. In the Quick Find box, type App, then click App Manager.

3. Find the Salesforce app where you want the Aircall CTI to appear, then click Edit.

4. Click Utility Items.

5. Click Add Utility Item and select Open CTI Softphone.

6. (Optional) Change the Label to a name of your choice (for example, Aircall Phone).

7. (Optional) Set Utility Bar Alignment to Mirrored to show the CTI on the right side of the screen instead of the left.

8. Click Save, then Done.

The Open CTI Softphone in the utility bar should now be visible as expected.

Note: The Aircall app in Lightning is a Managed Package. This means you cannot edit its utility bar. If you want to use both the Aircall CTI and another tool installed as a Managed Package, create a new app or edit an existing one so the utility bar includes all required tools.

Once you refresh the page and log in to Aircall inside the CTI window, you will be able to see your Aircall phone in the Lightning UI, use click to dial from Salesforce, and receive pop up screens for incoming calls.

Call notes and tags

To make sure call notes and tags are saved correctly in your call logs, you must complete the disposition step on the Call ended screen.

Steps

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

2. Enter any notes and tags related to 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," notes and tags may not be saved.