To install and activate Salesforce Omni-Channel for Aircall please follow these instructions.
⚠️ Please note: The Omni-Channel feature must be activated and set up in Salesforce prior to setting up the Aircall Omni-Channel integration.
Installation
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Click on the following link: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t7Q000000EcTLQA0
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Sign in to Salesforce, then Install for All Users:
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You’ll then see the following screen:
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Check “Yes, grant access to these third-party web sites” and click Continue
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Once it’s been installed, you’ll see the completion screen:
Plugin Setup
In order to complete the setup, you’ll need to set up the following customizations:
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Go to Setup
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Search for Custom Settings in the Quick Find bar
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Click on Custom Settings
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Select Omni-Channel Sync Webhook
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Click Manage on the next screen
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Select New
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Copy & paste the following link into 'Endpoint':
https://integrations-salesforce.aircall.io/v1/presence_status -
Copy your Omni-Channel Token from your integration settings in the Dashboard, and paste it into 'Token':
Utility Bar
In Salesforce, go to Setup then App manager. Select 'Edit' on the Lightning Console App where you would like to add Aircall Omni-Channel.
You should choose the same Lightning Console App for Aircall Omni-Channel that you and your team are using to access the Aircall CTI.
⚠️Please note that Omni-Channel can only be used with Salesforce Lightning and only in the Sales/Service console.
Be sure to enable “Start automatically” then click Save.
Setting up the workflows from the Aircall dashboard
As a final step, you’ll need to ensure that you’ve customized your workflows from the Aircall Dashboard:
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First, login to the Aircall Dashboard and click on Integrations. Select your installed Salesforce integration
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Scroll to the section called Omni-Channel rules. Select your workflows per your preferences: