Aircall for Sales Engagement (Salesforce V4) Installation Guide

This guide will show you how to install and configure the Aircall for Sales Engagement integration.

There are seven key steps:

1. Locate Aircall for Salesforce Sales Engagement on your Aircall Dashboard

2. Import the Aircall CTI to your Salesforce account

3. Add users to your Call Center

4. Configure standard object permissions

5. Add permission sets for your users

6. Enable your Aircall CTI via the Softphone Layout

7. Enable the CTI on your Salesforce environment

8. (Optional) - Map call results to Sales Engagement (HVS)

Before you start, ensure you’re either a Salesforce Admin or have the “Download AppExchange” permission.

Locate Aircall for Salesforce Sales Engagement on your Aircall Dashboard

Navigate to Aircall Dashboard > Integration > Discover Integrations and find Salesforce Sales Engagement.

Please Note: If you do not see this option on your account, please reach out to your Customer Success Manager.

Make sure to double-check the title of the package before installation.

After clicking “Install” you’ll be directed to a screen where you can decide whether to install for admins only (e.g. for testing purposes), for all users, or for specific users.

Import the Aircall CTI to your Salesforce account

• Head to Setup > Call Center > Call Centers

• Select Import > XML File

• Download AircallCallCenterDefinition.xml and drag it to the Salesforce uploader

• After arriving on the success page shown below, click Manage Call Center Users

Add users to your Call Center

• If you’ve navigated away from the previous step, head to Setup > Call Center > Call Centers and select Aircall CTI for Salesforce

• Click Manage Call Center Users

• Search and select which users require access to the Salesforce CTI. You can always add and remove users later

Note on configuring numbers - Users will also need their own Aircall login and associated telephone numbers. Learn how to add users and configure their numbers on the Aircall dashboard here.

Users can only be added to one Salesforce integration version at a time. If you have Salesforce V3 and Salesforce V4 installed, please check that each user is only assigned to one integration.

Configure standard object permissions

In order for the Aircall CTI to perform the contact search logic (identifying who is calling/being called), it requires read and view all access for the standard objects: Contact/Account/Lead, Case, and Opportunity for all users on the CTI. Salesforce's security requirements require the administrators to grant this access manually.

• Navigate to Setup > Permission Sets and find the Aircall CTI User permission set

• Click Clone and provide a new name, such as Aircall CTI View All. Click Save

• Go to the newly created clone (Aircall CTI View All), open Settings > App Permissions

• Under the Apps section, select Object Settings. This will show you all the standard and custom objects present in your organization

• Go to Contact/Account/Leads, Case and Opportunity and select the View All permission set. Click Save

Add permission sets for your users

• Head to Users > Permission Sets > Aircall CTI Users > Manage Assignments > Add Assignments

• Choose which users you’d like to add

• Note - Make sure all users have both the cloned Aircall CTI View All permission set and Aircall CTI User permission sets.

Enable your Aircall CTI via the Softphone Layout

• Navigate to Setup > Call Center > Softphone Layout

• Click New

• Give your layout a name (we recommend Aircall) and click Default Layout

• Hit Save

Enable the CTI on your Salesforce environment

• Go to Setup > App > App Manager

• Edit the Salesforce App that you want the CTI to display in

• Click Utility Items > Add Utility Item and select Open CTI Softphone

• Optional - change the Label to the name of your choice

• Optional - change the Utility Bar Alignment to Mirrored to display the phone on the right-hand side of the screen

• Click Save > Done

Note - As our app is a Managed Package, you will not be able to edit the utility bar. If you’d like to use both the Aircall CTI and another tool that was also installed via a Managed Package, please create a new app or edit an existing one to include all your tools.

🎉 Congratulations! After refreshing your browser window, you’ll be able to place calls from your newly installed Aircall CTI 🎉

Optional - Map call results to Sales Engagement (HVS)

To use Sales Engagement (formerly High-Velocity Sales) with your new CTI, you’ll need to assign specific permissions to your users:

• Sales Engagement Cadence Creator OR

• Sales Console User

• Sales Engagement Conversation Insights

• Sales Engagement User

Next, we will need to map your call result branches to the Aircall Voice Object call resolution field:

• Navigate to Setup > Sales Engagement

• Scroll down to the Configure Sales Engagement section and locate Define Call Results for Branching

• Give your Call Result Values names (values)

The same values should be used to define the Call Resolution picklist field in the Aircall Voice Object

• Navigate to Setup > Object Manager > Aircall Voice

• Click on Fields & Relationships on the right-hand side and search for Call Resolution

• Click this and scroll to Values

• Click New and add the same values as we added in the Call Results for Branching in the Sales Engagement View

🎉 Congratulations! You’ve successfully mapped the Aircall CTI to your Sales Engagement cadences. Go close some deals!

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