Follow the steps below to install and activate Salesforce Omni-Channel for Aircall.

Important: The Omni-Channel feature must be activated and set up in Salesforce before configuring the Aircall Omni-Channel integration.

Installation

Steps:

  1. Click on this link.

  2. Sign in to Salesforce, then select Install for All Users.

  1. On the next screen, check Yes, grant access to these third-party web sites, then click Continue.

  2. When the installation is complete, a confirmation screen will appear.

Plugin setup

To complete the setup, you must configure custom settings in Salesforce.

Steps:

  1. In Salesforce, go to Setup.

  2. In the Quick Find bar, search for Custom Settings and click on it.

  3. Select Omni-Channel Sync Webhook.

  4. Screen_Shot_2018-04-17_at_5.01.53_PM.png

    Click Manage on the next screen.

Screen_Shot_2018-04-17_at_5.01.58_PM.png

  1. Click New.

  2. 4.png

    In the Endpoint field, copy and paste the following URL:

https://integrations-salesforce.aircall.io/v1/presence_status

  1. From your Aircall Dashboard, copy your Omni-Channel Token (found in your integration settings) and paste it into the Token field.

Utility Bar

Steps:

  1. In Salesforce, go to Setup.

  2. Open App Manager and select Edit on the Lightning Console App where you want to add Aircall Omni-Channel.

  3. Choose the same Lightning Console App that you and your team use to access the Aircall CTI.

Important: Omni-Channel can only be used with Salesforce Lightning, and only within the Sales or Service Console.

  1. Enable Start automatically, then click Save.

 

Setting up workflows from the Aircall Dashboard

As a final step, customize your Omni-Channel workflows in Aircall.

Steps:

  1. Go to Aircall Dashboard > Integrations.

  2. Select your installed Salesforce integration.

  3. Scroll to the section called Omni-Channel rules.

  4. Select and configure your workflows according to your team’s preferences.