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Salesforce Call Logging - Fields

Jordan W.
  • Updated

Each call made or received with Aircall is logged into Salesforce based on your integration settings. These calls are logged as a Salesforce Task object, adding relevant information into some specific fields. This object is created either when the call is answered or when the call is hung up (in the case the call is not answered).

 

What appears in logged calls?

The Type and TaskSubtype for the Task are set to be Call. Please note that the Type field must be set to be visible in your Task Layout settings within Salesforce otherwise calls will not log.

 

The Subject of the Task is entered with the following logic-

 

📞 Outbound answered calls:

 

'Outbound answered call to [Record Name] with [Aircall number Name]'

 

📞 Outbound unanswered calls:

 

'Outbound unanswered call to [Record Name] with [Aircall number Name]'

 

📞 Inbound answered calls:

 

'Inbound call from [Record Name] on [Aircall number Name]'

 

📞 Missed calls ( without voicemail ):

 

'Missed call from [Record Name] on [Aircall number Name]'

 

📞 Voicemail calls:

 

'Voicemail from [Record Name] on [Aircall number Name]'

 

Conference calls -

 

📞 Outbound answered calls:

 

'Outbound conference call to [Record Name] with [Aircall number Name]'

 

📞 Inbound answered calls:

 

'Inbound call from [Record Name] on [Aircall number Name]'

 

Within Salesforce this shows as seen below:

 

Note: The Record Name will be the name of the Contact, Account, or Lead the Task is assigned to in Salesforce.

 

The CallDisposition field (visible as “Call Result” within Salesforce) follows the format:

 

[“aircall” (to indicate that the call happened on Aircall),

 

tag (Any Aircall tags added to the call, separated by commas: ‘tag_name_1’, tag-name_2' etc.),

 

direction (inbound or outbound),

 

status of the call (unanswered_call, answered_call),

 

number (Aircall number in E164 without a ‘+’)

missed call reason (out_of_opening_hours, no_available_agent, abandoned_in_ivr, abandoned_in_classic, short_abandoned, agents_did_not_answer)]

 

As an example, this would look like:

 

'['General_Inquiries', 'aircall', 'inbound', 'answered_call', '18882406923', 'no_available_agent']'

 

The CallType field (visible as “Call Type” in Salesforce) is selected to be either “Inbound” or “Outbound.” This value is entered from a Salesforce picklist.

 

The ActivityDate field (visible as “Due Date” in Salesforce) will be filled with the date the call was originally created in Aircall (when the outbound call was made or when the inbound call was first received by Aircall). Please note this date will be the date in UTC.

 

The WhoId (visible as “Name” in Salesforce) is selected to be the Salesforce ID for the Contact or Lead associated with the call. In the case of a call being assigned directly to an Account, this value is blank. The record name for this Contact or Lead is displayed in the Name field of the Task in Salesforce.

 

The WhatId (visible as “Relates To” in Salesforce) is selected to be the Salesforce ID for the Account associated with the call, or the Case or Opportunity associated with Contact or Lead. The record name for the Account, Case, or Opportunity is displayed in the Related To field of the Task in Salesforce.

 

If you have multiple objects with the same number attached, the following order of priority will be respected:

 

  • Contact

  • Lead

  • Account

  • Person Account

If you have multiple of the same object (i.e. two or more Contacts) with the same number, the call will be logged to the first one returned to us by Salesforce. This is generally the most recently updated object.

 

If you have multiple Cases or Opportunities associated with a Contact, the call will be logged to the first one returned to us by Salesforce as well.

 

While we are able to automatically create a new Case should one not already exist, the integration is currently unable to create new Opportunities.

 

The OwnerId (visible as “Assigned To” in Salesforce) is the Salesforce ID of the user that owns the Task. The record name of that Salesforce user will be added in the Assigned To field in the Task. Ownership is determined by the following logic-

 

  1. Call is answered:
    If the answering user has the same email in both Salesforce and Aircall, and has existed as a user in Salesforce for at least one day, they are selected as the owner.

    If the emails do not match, then the Task is set to be owned by the Salesforce user who is owner of the Contact, Account, or Lead the Task logs to.

  2. Call is not answered:
    The Task is set to be owned by the Salesforce user who is owner of the Contact, Account, or Lead the Task logs to. 
    If there is no owner on the contact, account or lead found, the user selected for the "When a call is not matched to a Salesforce User, assign it to" setting applies. 

    Else, the Task is set to be owned by the admin user who installed the integration. 

⚠️ Please note that for calls where no Contact, Account, or Lead exists in Salesforce with a validly formatted number, the new Contact, Account, or Lead that is created will be set to be owned by the user who installed the integration. If you have set for new Contacts, Accounts, and Leads to not be created for these cases, the WhoId, WhatId, and OwnerId will not be populated for the Task.

 

The aircall__Waiting_Time__c custom field (visible as “Waiting Time” in Salesforce) will be populated by an integer reflecting the number of seconds between the inbound call being received and it being answered (this value will be 0 for outbound calls).

 

Aircall additionally logs the duration of the call in the Call Duration field. The duration is entered as an integer reflecting the number of seconds spent on the call. This excludes any waiting time by the caller for inbound calls.

 

The aircall__Answered_by__c custom field (visible as “Answered by” in Salesforce) is entered as a string containing the name of the Aircall user who picked up the call.

 

The aircall__Phone_number__c custom field (visible as “Aircall Number” in Salesforce) will be the Aircall number the call was made to or from. It is entered in E164 format without the ‘+’ just as in the CallDisposition/Call Result field.

 

The aircall__Country__c custom field (visible as “Country” in Salesforce) is entered as a string containing the name of the Country the the Aircall number called to or received a call from.

 

The aircall_Call_Recording_c field (visible as “Call Recording” in Salesforce) will contain a link to the call recording.

 

The Status field is selected from a picklist to be either “completed” or “in progress” based on your integration settings. If the status is “completed,” the Task will appear under the Past Activities on Contact, Account, or Lead it is associated with. If “in progress,” the Task will appear in the Next Steps section. Please note that if the integrations settings are set to 'do nothing' in the Aircall dashboard for a particular call type, those calls will not create a Task in Salesforce.

 

The recording for calls will show in both the aircall_Call_Recording_c field (visible as “Call Recording” in Salesforce) as a link to the recording, and in the Description field (visible as “Comments” in Salesforce) with the following logic-

 

  1. For a missed call with a voicemail:
    “Find voicemail here: [link to the call recording]”

  2. For a call without a voicemail, and instead just a standard recording:
    “Find recording here: [link to the call recording]”

Notes/Comments left in the Aircall app will show in the Description field (visible as “Comments” in Salesforce) with a limitation of 32000 characters. The format for notes is as follows-

 

“[Aircall_agent_name] added a new comment:

 

[comment_content]”

 

If a call is transferred or notes are entered by a different agent later, those notes will appear as well.

 

If a call is transferred, that information is entered into the custom field aircall_Transferred_to_c (visible as “Transferred to” in Salesforce). When a call is transferred from User A to User B, the Answered by field is updated to the name of User B if they answer. If User B does not answer, the field keeps the name of User A. Please note that if User B answers, only their tags will be logged on the task, and User A’s tags will be overwritten. If the call is transferred to an external number instead of an Aircall user, the transfer will not update the fields above, and will instead be treated as a separate call.

 

The Timezone field will be populated with the set timezone of the Aircall number used for the call.

 

The Hour of the day field will be populated by the hour in which the call was made or received.

 

The Connection status field is populated for inbound calls by either “connected” or “not connected” based on whether the call is answered (connected) or not (not connected). The related field Has connected will be ticket/checked only when the Connection status is “connected.”

 

Additional Notes:

The Priority of the Task is set by default to Normal. This value is not set by Aircall.

 

The Created by/Updated by fields must be Salesforce users who have access to the API and settings of the integration. Because of this, these two values will always be the Admin of the integration. Aircall does not set these values.

 

If the call is updated in Aircall by adding/changing tags or changing the comment, the existing Task in Salesforce is updated.

 

Every record in Salesforce can have a different RecordType. Admins are able to create different types for each object, each with different fields, which can then be assigned to each user. The Aircall-Salesforce integration is currently unable to select between these RecordTypes, so it is important to note the RecordType used for call logs is the one that is assigned to the Aircall/Salesforce Admin who set up the integration.

 

In the case that the Contact/Lead/Account Owner for the object the Task is logged to in Salesforce is the admin who installed the integration, it will be updated to the first user who makes or receives a call to/from the Contact/Lead/Account. (An example of this would be new Contacts that Aircall creates. When Aircall creates a new Contact, by default the Owner is set to be the admin who installed the integration. Once another user makes or receives a call to/from this new Contact, the Owner will be updated to that user.)

 

When Person Accounts are not enabled in Salesforce, the Company Name field is required for Leads. Because of this, when creating a new Lead, Aircall must enter a value. All new Leads created by Aircall will have the Company Name field populated with 'Unknown Company.'

 

For more information on enabling Aircall's custom fields in Salesforce, please visit this article.

 

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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