Setting up Salesforce V4 - Map call results to Sales Engagement (HVS)

To use Sales Engagement (formerly High-Velocity Sales) with your 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

To map your call result branches to the Aircall Voice Object call resolution field:

• Navigate to Setup > Sales Engagement Settings

• On the Get Started with Sales Engagement page, click on the Call tab

• Select Cadence Call Settings

• This will take you to Define Custom Call Results, where you can set up, define, name, and map your call results
• Remember to click Save when done

⚠️ Please note: Any customer call result you define should also be added to the call result fields on the Aircall Voice Object:

• Go 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 the ones added in the Call Results in the Sales Engagement View