Salesforce migration: Omni-Channel

With the Salesforce migration, the Aircall Salesforce Omni-Channel feature was updated to streamline functionality and make availability statuses easier to understand.

During the initial steps of the migration, Omni-Channel was only available on the previous Salesforce integration version, but it has now been added to the current integration for all users.

New Salesforce installations

If you are installing Salesforce for the first time, no action is required beyond the standard installation steps. Follow the installation steps in our article How to install your Salesforce integration

You can install the Omni-Channel package while installing your Salesforce integration, or install it afterward by following the instructions in our article Installing Salesforce Omni-Channel for Aircall.

Migrated users who returned to the previous integration to keep Omni-Channel

If you were migrated to the new Salesforce integration and then returned to the previous version to continue using Omni-Channel, additional steps are needed so you can use Omni-Channel with the new integration.

Steps

1. Install the new CTI package if you have not already. For details, please see our article How to configure your Aircall CTI within Salesforce Lightning.

2. Install the new Omni-Channel package. 

3. Update your Endpoint and Omni-Channel Token as detailed in the article Installing Salesforce Omni-Channel for Aircall.

4. Once these packages have been installed and set up, reactivate your new Salesforce integration.

5. Deactivate the older version of the integration.