This guide is for Salesforce admins who want to configure Aircall with Salesforce Sales Engagement.

It explains how to configure Sales Engagement for the current Salesforce v3 integration with the Aircall CTI. There is no separate “Aircall for Salesforce Sales Engagement” package to install anymore. You configure Sales Engagement directly in Salesforce, then connect it with your existing Aircall CTI setup.

Before you begin

  • Your org has Sales Engagement licenses and the feature is available.
  • The Aircall Salesforce v3 integration is installed and active.
  • Agents are able to see and use the Aircall CTI in Salesforce. If you still need to set this up, please follow the article How to configure your Aircall CTI in Salesforce Lightning first.
  • Make sure standard CTI permissions, softphone layouts, and app utility bar setup are complete as described in How to configure your Aircall CTI in Salesforce Lightning.
  • You are a Salesforce admin or have equivalent permissions to manage:
    • Permission sets
    • Call Center assignments
    • Sales Engagement settings
    • Lightning record pages

Step 1: Give users Sales Engagement permission sets

Sales Engagement uses Salesforce permission sets to control who can create cadences, work the queue, and use conversation features.

Only assign these permission sets to users who actually need Sales Engagement.

Steps:

  1. In Salesforce, go to Setup.
  2. In the Quick Find box, search for Users, then click Users.
  3. Open the user who will use Sales Engagement with Aircall.
  4. In the user detail, find Permission Set Assignments, then click Edit Assignments.
  5. Add the following permission sets for each Sales Engagement user:
    • Sales Engagement Cadence - Creator
    • Sales Engagement - Conversation Insights
    • Sales Engagement Quick - Cadence Creator
    • Sales Engagement User
  6. Click Save.

Repeat these steps for all users who should work Sales Engagement cadences with Aircall.

Important: You can also assign these permission sets directly from Setup > Permission Sets if that better fits your internal process.

Step 2: Add those users to the Aircall CTI call center

To place and receive calls via the Aircall CTI, each Sales Engagement user must belong to the Aircall CTI for Salesforce Call Center.

A Salesforce user can only be assigned to one Call Center at a time.

Important: If your org previously used both v3 and v4 integrations, make sure each user is assigned only to the current Aircall CTI for Salesforce Call Center, not to any legacy v4 Call Center.

Steps:

  1. In Salesforce, go to Setup.
  2. In the Quick Find box, search for Call Center, then click Call Center or Call Centers.
  3. Click Aircall CTI for Salesforce.
  4. Click Manage Call Center Users.
  5. Click Add or Add more users.
  6. Search for Sales Engagement users.
  7. Select them, then click Add.

Step 3: Turn on Sales Engagement in Salesforce

Next, enable Sales Engagement and the call cadence features in Salesforce:

  1. In Salesforce, go to Setup.
  2. Search for Sales Engagement Settings, then open it.
  3. Go to the Automate sub tab.
  4. Turn on Sales Engagement.
  5. Go to the Call tab.
  6. Turn on Call Cadence Settings.

This allows Sales Engagement to control how cadence call steps are completed and progressed when a call outcome is received from Aircall.

Image showing the automate tab

Step 4: Map Aircall call resolutions to cadence call results

When an agent finishes a Sales Engagement call using the Aircall CTI, Aircall writes a Call Resolution value to Salesforce. In the v3 integration, this field lives on the Aircall Log object (ALO).

Sales Engagement uses this Call Resolution to complete the work item and move the cadence to the correct next step. You must map the values you plan to use in Aircall to the Cadence Call Results in Sales Engagement.

Steps

  1. In Sales Engagement Settings, stay on the Call tab.
  2. In Call Cadence Settings, find the section for Call Results or Call Completion.
  3. Review the available Cadence Call Result options.
  4. For each result that should be driven by Aircall, map it to the appropriate Call Resolution value that Aircall will write to Salesforce.
  5. Click Save.

For example, your mapping might look like:

  • Call Resolution in Aircall log: Meaningful Connect
  • Cadence Call Result in Sales Engagement: Meaningful Connect

In this case, when the agent selects Meaningful Connect in the Aircall post call flow:

  • The Sales Engagement work item is completed.
  • The prospect moves to the next cadence step according to your Sales Engagement rules.
Image showing the call tab
Note: If the Call Resolution dropdown shows no options, check that the Call Resolution field in Salesforce contains the values you want agents to see and that those values match your Sales Engagement settings.

Step 5: Add the Aircall Call Resolution component to record pages

To show agents the call resolution dropdown after a Sales Engagement call, you must add the Aircall Call Resolution Lightning component to your record pages.

At a minimum, add it to Lead, Contact, and Account record pages in the console app where reps work their Sales Engagement queue.

Steps

  1. In Salesforce, open the Lightning app where Sales Engagement users work (for example, your Sales Console app).
  2. Open any Lead, Contact, or Account record in that app.
  3. Click the gear icon, then select Edit Page to open the Lightning App Builder.
  4. In the components list, search for aircallCallResolution
  5. Drag the aircallCallResolution component onto the page in the desired location.
image showing dragging the component
  1. Click Save, then Activate if prompted.
Image showing the page saved window
  1. Select App Default + Assign as App Default
  2. Select the respective Lightning Apps
Image showing select apps window
  1. Click Next
  2. Select Desktop and phone or Desktop Form Factor
  3. Click Next
  4. Click Save

Repeat these steps for each object layout (Lead, Contact, Account) and for any other Lightning record pages where agents might complete Sales Engagement calls.

Important: If the Aircall Call Resolution component is not on the record pages that agents use, the resolution dropdown will not appear and cadence steps will not advance correctly.

What agents will see after configuration

Once everything is configured and an agent works a Sales Engagement cadence using the Aircall CTI:

  1. The agent opens the Work Queue and clicks the call icon on a cadence task.
  2. The Aircall CTI panel opens with the contact’s number prefilled.
  3. The agent handles the call normally in the Aircall CTI.
  4. At the end of the call, the agent sees the Aircall wrap up view and adds notes and tags.
  5. On the Salesforce record page, the aircallCallResolution component shows the configured resolution dropdown (for example, Meaningful Connect, Left Voicemail, Not Interested).
  6. When the agent selects a resolution and submits it:
    • Salesforce updates the Call Resolution field on the related Aircall Log record.
    • Sales Engagement completes the work item and advances or branches the cadence according to your Cadence Call Result rules.

The underlying call logging to Salesforce follows your integration setting in the Aircall Dashboard:

  • Both Task and Aircall Log object (default)
  • Only Aircall Log object.

Agents do not need to know which option you chose, but it affects how you build reports and automation.

Troubleshooting checklist

Use this checklist if you expect Sales Engagement behavior but instead see only the standard Aircall CTI or cadence steps do not move.

1. Check the user and CTI configuration

  • The user has all required Sales Engagement permission sets (for example, Sales Engagement User and any cadence creator permissions your org uses).
  • The user is assigned to the Aircall CTI for Salesforce Call Center that you configured for v3.
  • The user is not assigned to any legacy or extra Aircall Call Center. A user can only be in one Aircall Call Center at a time.

In Salesforce, the user is configured to use only one CTI. Salesforce only allows one CTI per user.

  • The user is configured to use only one CTI. Salesforce supports only one CTI per user.

2. Check Sales Engagement settings and page setup

  • In Sales Engagement Settings:
    • Sales Engagement is turned on in the Automate tab.
    • Call Cadence Settings is enabled in the Call tab.
  • The Aircall Call Resolution component (aircallCallResolution) is present on the Lead, Contact, and Account record pages that agents actually use.
  • The Call Resolution field has the correct picklist values and those values match the Cadence Call Results configured in Sales Engagement Settings. If they do not match, the dropdown may be empty or Sales Engagement may not recognize the result.

The Always Show Salesforce Log a Call Window option is turned off in Sales Engagement Settings > Automate, so the standard log a call popup does not interrupt the Aircall call resolution flow.

3. Check how the call was placed

Sales Engagement behavior only applies to Sales Engagement cadence calls.

  • The Lead or Contact is part of a Sales Engagement cadence.
  • The agent started the call from the Sales Engagement Work Queue, not by:
    • manually dialing a number in the CTI, or
    • clicking to call directly from the record page.

If the call is not started from the Work Queue:

  • The Sales Engagement specific CTI behavior will not appear.
  • The call resolution options will not show and the cadence will not move to the next step.

If an agent still sees the standard CTI view after configuration:

  • Double check that they are only assigned to the correct Aircall CTI for Salesforce Call Center.
  • Confirm that they are initiating calls directly from the Sales Engagement Work Queue.

4. Check numbers and integration connections

  • In the Aircall Dashboard, under My Integrations, confirm that the Aircall number used for Sales Engagement is connected to the correct Salesforce v3 integration.
  • An Aircall number can only be connected to one Salesforce integration(i.e. Call Center) at a time. If it is connected to another Salesforce integration, disconnect it there before connecting it to your current Salesforce v3 integration.

5. Check call results and cadence behavior

  • If a call completes but the cadence step does not move as expected, review the mapping between Call Resolution values and Cadence Call Results in Sales Engagement Settings > Call > Call Cadence Settings.
  • If an agent selects a call result that is not configured for the current Sales Engagement step, the cadence may follow a default branch (for example, a “No” path) instead of your expected outcome.
  • If an agent selects the wrong call result, the value is written immediately when they close the wrap up view and the cadence moves on.
    • You can update the result on the related log record in Salesforce to keep reporting accurate.
    • Updating the result later does not change how the cadence has already progressed; adjust the cadence step or prospect status manually if needed.

If everything above looks correct but cadence steps still do not update, collect a few recent examples and contact Aircall Support:

  • Lead or Contact name and Salesforce ID
  • Cadence name and step
  • Approximate time of the call
  • Call Resolution selected by the agent

This information helps quickly match what happened in Salesforce with your configuration and the Aircall logs.