This guide will show you how to install and configure the Aircall for Sales Engagement integration.
There are seven key steps:
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Locate Aircall for Salesforce Sales Engagement on your Aircall Dashboard
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(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
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Head to Setup > Call Center > Call Centers
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Select Import > XML File
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Download AircallCallCenterDefinition.xml and drag it to the Salesforce uploader
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After arriving on the success page shown below, click Manage Call Center Users
Add users to your Call Center
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If you’ve navigated away from the previous step, head to Setup > Call Center > Call Centers and select Aircall CTI 2.0 for Salesforce
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Click Manage Call Center Users
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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.
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Navigate to Setup > Permission Sets and find the Aircall CTI User permission set
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Click Clone and provide a new name, such as Aircall CTI View All. Click Save
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Go to the newly created clone (Aircall CTI View All), open Settings > App Permissions
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Under the Apps section, select Object Settings. This will show you all the standard and custom objects present in your organization
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Go to Contact/Account/Leads, Case and Opportunity and select the View All permission set. Click Save
Add permission sets for your users
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Head to Users > Permission Sets > Aircall CTI 2.0 Users > Manage Assignments > Add Assignments
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Choose which users you’d like to add
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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
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Navigate to Setup > Call Center > Softphone Layout
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Click New
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Give your layout a name (we recommend Aircall) and click Default Layout
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Hit Save
Enable the CTI on your Salesforce environment
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Go to Setup > App > App Manager
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Edit the Salesforce App that you want the CTI to display in
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Click Utility Items > Add Utility Item and select Open CTI Softphone
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Optional - change the Label to the name of your choice
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Optional - change the Utility Bar Alignment to Mirrored to display the phone on the right-hand side of the screen
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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)
For information on mapping call results to Sales Engagement (HVS), please visit: Setting up Salesforce V4 - Map call results to Sales Engagement (HVS)