Salesforce call logging fields

Each call made or received with Aircall is logged into Salesforce based on your integration settings. Calls are logged as Salesforce Task records and populated with call details in specific fields. The Task is created either when the call is answered or, if the call is not answered, when the call ends.

For more information about call logging in Salesforce, please see our article Logging calls in Salesforce.

What appears in logged calls

Type and TaskSubtype

The Type and TaskSubtype fields are set to Call.

Important: Make sure the Type field field-level security is set to Visible on the Task object in Salesforce. If it is not visible, calls will not be logged. For more information, please see Salesforce configuration: Type field

Subject

The Subject field of the Task is generated using the logic below.

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

CallDisposition (Call Result)

The CallDisposition field, displayed as Call Result in Salesforce, follows this structure:

• aircall (indicates the call occurred on Aircall)

• Tag or tags applied to the call, separated by commas

• Call direction, inbound or outbound

• Call status, answered_call or unanswered_call

• Aircall number in E164 format without the +

• Missed call reason, when applicable:

  • out_of_opening_hours

  • no_available_agent

  • abandoned_in_ivr

  • abandoned_in_classic

  • short_abandoned

  • agents_did_not_answer

Example:

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

CallType (Call Type)

The CallType field, shown as Call Type in Salesforce, is set from a Salesforce picklist and is either Inbound or Outbound.

ActivityDate (Due Date)

The ActivityDate field, displayed as Due Date, is populated with the date the call was created in Aircall. This corresponds to when an outbound call was placed or when an inbound call was first received. The date is stored in UTC.

WhoId (Name)

The WhoId field, shown as Name, contains the Salesforce ID of the Contact or Lead associated with the call.
If the call is assigned directly to an Account, this field is left blank.
The Contact or Lead name appears in the Name field on the Task.

WhatId (Relates To)

The WhatId field, shown as Relates To, contains the Salesforce ID of the related Account, Case, or Opportunity. The record name is displayed in the Relates To field.

When multiple objects share the same phone number, the following priority order is used:

1. Contact

2. Lead

3. Account

4. Person Account

If multiple records of the same object type exist, the call is logged to the first record returned by Salesforce, which is typically the most recently updated.

If multiple Cases or Opportunities are associated with a Contact, the call is logged to the first one returned by Salesforce.

Note: Aircall can automatically create a new Case if one does not already exist. Creating new Opportunities is not supported.

OwnerId (Assigned To)

The OwnerId field, displayed as Assigned To, is the Salesforce user who owns the Task. Ownership is determined using the logic below.

Answered inbound calls and all outbound calls

1. If the Aircall user and Salesforce user share the same email address and the Salesforce user has existed for at least one day, that user becomes the owner.

2. If emails do not match, the Task is assigned to the owner of the related Contact, Account, or Lead.

3. If no valid or active owner exists, the Task is assigned based on the When a call is not matched to a Salesforce User, assign it to setting.

4. If no user is selected in that setting, the Task is owned by the Salesforce admin who installed the integration.

Missed inbound calls

1. The Task is assigned to the owner of the related Contact, Account, or Lead.

2. If no valid or active owner exists, the fallback assignment setting applies.

3. If no user is defined, the admin who installed the integration becomes the owner.

Important: If no Contact, Account, or Lead exists with a validly formatted number and Aircall creates a new record, the new record is owned by the integration admin. If record creation is disabled, WhoId, WhatId, and OwnerId are not populated. For more information, please see What number format you can use to log calls.

Waiting time

The aircall__Waiting_Time__c field, shown as Waiting Time, contains the number of seconds between an inbound call being received and answered. For outbound calls, this value is 0.

Call duration

The Call Duration field stores the number of seconds spent actively talking on the call. Waiting time for inbound calls is excluded. Missed calls, inbound or outbound, have a duration of 0.

Answered by

The aircall__Answered_by__c field, displayed as Answered by, contains the name of the Aircall user who answered the call.

Aircall number

The aircall__Phone_number__c field, shown as Aircall Number, contains the Aircall number used for the call in E164 format without the +.

Country

The aircall__Country__c field, shown as Country, contains the country name associated with the Aircall number.

Call recording

The aircall_Call_Recording_c field, displayed as Call Recording, contains a link to the call recording.

Status

The Status field is set to Completed or In progress based on your integration settings.

• Completed Tasks appear under Past Activities

• In progress Tasks appear under Next Steps

Note: If integration settings are configured to do nothing for a specific call type, no Task is created in Salesforce.

Description (Comments)

The Description field, shown as Comments, includes links to recordings and notes.

• Missed call with voicemail:
  Find voicemail here: [link to the call recording]

• Call with standard recording:
  Find recording here: [link to the call recording]

Notes added in the Aircall app also appear here, up to 32,000 characters, using this format:

[Aircall agent name] added a new comment:

[comment content]

Notes added later by another agent or after a transfer are appended in the same field.

aircall_Transferred_to_c/Transferred to

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.

Transferred to

The aircall_Transferred_to_c field, shown as Transferred to, is populated when a call is transferred.

• If User B answers the call, Answered by is updated to User B.

• If User B does not answer, Answered by remains User A.

• If User B answers, only User B tags are logged and User A tags are overwritten.

• Transfers to external numbers are treated as separate calls and do not update these fields.

Timezone

The Timezone field contains the timezone configured for the Aircall number used in the call.

Hour of the day

The Hour of the day field stores the hour during which the call was made or received.

Connection status

For inbound calls, the Connection status field is populated as Connected or Not connected.

• The Has connected checkbox is selected only when the status is Connected.

Aircall AI

If Aircall AI is enabled, an Aircall AI object is created for each call when a call summary and key topics are generated. This record is linked to the logged Task.

Note: If the Aircall AI field is not visible on the Task, ask your Salesforce admin to add it to the Task page layout in Salesforce Setup.

Additional notes

• Task Priority is set to Normal by default and is not set by Aircall.

• Created by and Updated by fields always reference the Salesforce admin who installed the integration.

• Updating tags or comments in Aircall updates the existing Salesforce Task.

• The integration cannot select between Salesforce RecordTypes. The RecordType used is the one assigned to the integration admin.

• If the integration admin owns the Contact, Lead, or Account, ownership is updated to the first user who makes or receives a call with that record.

• When Person Accounts are disabled, Salesforce requires a Company Name for Leads. Leads created by Aircall use Unknown Company.

For more information on enabling Aircall custom fields in Salesforce, refer to How to make custom fields visible in Salesforce.