Knowledge base | Aircall

How to integrate Aircall to Salesforce Lightning?

Aircall adds value to your business' voice channel through a seamless integration, time-saving automations and collaboration features.

Before you start using the Aircall CTI, you must:

  1. Add users to the your Call Center
  2. Create a softphone layout in order to automatically pop-up contact profiles for incoming calls

1. Add users to the recently installed Call Center (Aircall CTI): 

  • Go to Setup > search for "Call Center" on the quick find bar
  • Click on "Call Centers" > Select "Aircall CTI for Salesforce"
  • Click on "Manage Call Center Users"
  • Search for your users by typing their name > Click on "Find"
  • Pick the users who should have access to the Aircall CTI within Salesforce
  • Click "Add to Call Center"
2. Create a Softphone Layout:

  • Go to "Setup home"
  • Search "Softphone" in the search bar
  • Click on "SoftPhone Layouts"
  • Click on "New" > Name it and select the box "Is Default Layout"
  • For "Inbound" Call Type and under "Screen Pop Settings", edit:
    • "Single-matching record" (3rd point below) > select "Pop detail page"
    • "Multiple-matching records" (4th point below) > select "Pop to search page"
Your SoftPhone Layout's Screen Pop Settings should look like the following:
Additionally, if you wish to log every interaction in Salesforce, follow the steps below:

  1. Login to your aircall dashboard
  2. Go to "Company" > "Integrations" > "Add an integration"
  3. Select "Salesforce Sales Cloud" or "Salesforce Service Cloud"
  4. Click on "Add this integration"
  5. Login to your Salesforce account and authorize Aircall to access your account
** NOTE **
We provide two types of Salesforce integrations with distinct outcomes:
  • SF Sales Cloud: creates Tasks for every call made or received on Aircall / creates Leads for all numbers not present in Salesforce
  • SF Service Cloud: creates Cases for every call made or received on Aircall / creates Contacts for all numbers not present in Salesforce

That's all, congrats!!
Refresh the page and you should be able to see your Aircall CTI inside the Lightning UI, click-to-dial from Salesforce, and pop-up screens for incoming calls!!