With the Aircall-Salesforce integrations, and AI Assist, users can log their Call Summaries, Key Topics and Customer Mood into Salesforce. Learn how to see the AI insights in both the standard integration and Sales Engagement integration.
⚠️ Please note: AI Assist must be purchased in order to make use of this feature. Additionally, only data associated with users who have been assigned an AI License will be sent to Salesforce.
Standard Salesforce integration
⚠️ If you use the Sales Engagement integration, ignore this section.
First, you will need to ensure your integration package is the most recent version (2.19), by doing the following:
- Click on this link
- Enter the username and password for the account you wish to upgrade the package
- After successfully logging in, you will be redirected to the installation page
- Choose Install for All Users and then click on the 'Upgrade' button to upgrade the Salesforce package
- Once installation is completed, click on Done
⚠️ It may take some time for your package to upgrade
Once the package is upgraded, navigate to Salesforce Setup:
-
Search for, then click on, Object Manager
- Type Task in the search box and then click on the Task object
- Click on Page Layouts in the left sidebar and choose the task layout you are using
- Click on Fields and find the Aircall AI field in the page layout editor. Click on it, drag it to the Task layout, and drop it under the Aircall Fields section
- Click on the Save button to save your changes
The field Aircall AI will now link the task to its corresponding record in the new Aircall AI object, where AI insights will be stored for each call.
In the Aircall AI object, you should see the fields Customer Mood, Key Topics and Call Summary. If you don't see all this information, please navigate to Setup -> Object Manager and look for the Aircall AI object. Then you can add these 3 fields to the layout in the same way you added the Aircall AI field to the Task object layout.
Salesforce Sales Engagement Integration
⚠️ If you use the standard Salesforce integration, ignore this section.
In the Sales Engagement integration package, AI insights will be logged without the need for a package upgrade. The insights will appear as new fields in the Aircall Voice Object.
If you are not seeing the fields in your Aircall Voice Object layout, follow the below steps:
- Navigate to Salesforce Setup
- Search for, then click on, Object Manager
- Search for the Aircall Voice object and click on Page Layouts
- Select the Call Summary, Customer Mood and Key Topics fields and drag them to the page layout to be added. Click Save to save your changes.