Setting Up Aircall with Salesforce Service Cloud: A Step-by-Step Implementation Guide

Introduction

Voice communication remains one of the most critical channels for customer support and sales teams. Yet many organizations struggle with disconnected phone systems that force agents to juggle multiple tools, manually log calls, and piece together customer context from scattered data sources.

Aircall's integration with Salesforce Service Cloud solves this problem by embedding intelligent voice capabilities directly into your CRM. Agents can make and receive calls, access real-time AI insights, and automatically log every interaction—all without leaving the Salesforce console.

As a certified Salesforce and Aircall partner, Vantage Point has helped organizations across industries implement this integration to transform their customer communication workflows. In this guide, we'll walk you through every step of setting up Aircall with Salesforce Service Cloud—from verifying prerequisites to configuring advanced features like Omni-Channel routing and AI-powered call intelligence.

Whether you're a Salesforce administrator handling the technical setup or a business leader evaluating this integration for your team, this guide gives you the practical, step-by-step instructions you need to get up and running.

What Is the Aircall–Salesforce Service Cloud Integration?

How Does Aircall Work with Salesforce?

Aircall is a cloud-based phone system trusted by over 22,000 companies worldwide. It provides professional call center capabilities—including call routing, IVR menus, call recording, and AI-powered analytics—through an intuitive, software-based platform that requires no hardware.

When integrated with Salesforce Service Cloud, Aircall embeds its voice capabilities natively within the Salesforce console. This means agents can:

• Make and receive calls directly from Salesforce using the Aircall CTI (Computer Telephony Integration) softphone
• See full customer context the moment a call comes in—including previous tickets, interaction history, and account details
• Log calls automatically to the correct Salesforce records without any manual data entry
• Access AI features like real-time transcription, sentiment analysis, and automated call summaries

Why Salesforce Service Cloud Voice?

Salesforce Service Cloud Voice (SCV) is a native Salesforce feature that brings telephony into the Omni-Channel console. Aircall's SCV integration takes this further by providing:

• Intelligent call routing through Aircall's Smartflows system
• AI-powered call intelligence including real-time transcription and sentiment analysis
• Voicemail drop for efficient outbound calling
• Warm and cold transfers with agent availability visibility
• Automatic logging of AI insights to VoiceCall records

"Aircall's native integration with Salesforce helps customers get up and running faster on their voice channel. With full customer context and AI-powered insights, service reps deliver support that's not just faster, but truly personalized." — Kishan Chetan, EVP & GM of Service Cloud, Salesforce

Prerequisites: What You Need Before You Start

Before beginning the installation, verify that your organization meets these requirements.

Salesforce Requirements

Aircall Requirements

Critical Prerequisite: Email Matching

Users must use the same email address in both Aircall and Salesforce. If emails don't match, calls will be assigned to the account admin instead of the correct user. Verify this across your team before proceeding.

Step 1: Install the Aircall Integration in the Aircall Dashboard

The setup begins in your Aircall Dashboard, where you'll connect the integration to your Salesforce environment.

1.1 Navigate to Integrations

1. Log in to the Aircall Dashboard at dashboard.aircall.io
2. Go to Integrations & API in the left navigation menu
3. Find Salesforce v3 in the "Discover integrations" section
4. Click Install integration

1.2 Authorize and Connect

1. Click Authorize when prompted
2. Select one or more Aircall phone numbers to connect to the integration, then click Add Number
3. Choose your Salesforce environment: Sandbox (for testing) or Production
4. Click Connect to Salesforce
5. Log in to Salesforce if prompted and authorize Aircall access

1.3 Install the CTI Package

1. Click Install CTI when prompted—this step is required even if you don't plan to use the CTI widget, as it installs the Aircall Salesforce package
2. Return to the Aircall Dashboard and click Configure CTI
3. Click Next Step to continue

1.4 (Optional) Install Omni-Channel Package

1. Click Install Omni-Channel package if you want Salesforce Omni-Channel routing
2. Follow the on-screen setup instructions
3. In Salesforce, ensure the Visible checkboxes are enabled for all profiles, then click Save
4. Click Finish to complete the initial setup

Step 2: Configure the Aircall CTI in Salesforce Lightning

With the package installed, you now need to configure the CTI softphone within Salesforce so your agents can make and receive calls.

2.1 Install the CTI Package in Salesforce

1. Log in to Salesforce
2. Navigate to the Aircall CTI installation link
3. Select Install for all users
4. Click Install, then Done

2.2 Add Users to the Aircall Call Center

1. In Salesforce, go to Setup
2. In the Quick Find box, type Call Center and click Call Centers
3. Select Aircall CTI for Salesforce
4. Click Manage Call Center Users
5. Search for users, select them, and click Add to Call Center

Important: Each Salesforce user can only belong to one Call Center at a time. Remove users from any existing Call Center before adding them to Aircall.

2.3 Configure Softphone Layouts

1. In Setup, search for Call Center → click Softphone Layouts
2. Click New
3. Enter a name (e.g., "Aircall Layout")
4. Select Default Layout
5. Click Save

2.4 Enable the CTI in Your Salesforce Apps

1. Go to Setup → App Manager
2. Find your target app and click Edit
3. Click Utility Items → Add Utility Item
4. Select Open CTI Softphone
5. (Optional) Rename the label to "Aircall Phone"
6. (Optional) Set alignment to Mirrored for right-side placement
7. Click Save, then Done

2.5 Add Trusted URLs

1. Go to Setup → search Trusted URLs
2. Click New Trusted URL
3. Set API Name to Aircall_Prod
4. Set URL to https://*.aircall.io
5. Enable all CSP directives: connect-src, font-src, frame-src, img-src, media-src, style-src
6. Click Save

2.6 Set Permissions

1. In Setup, go to Permission Sets
2. Locate AirCall_PermissionSet and click Clone
3. Name it (e.g., "Aircall CTI View All") and save
4. In the cloned set, verify read access for Account, Contact, Lead, Case, and Opportunity
5. Assign both permission sets to all CTI users and the integration user

Step 3: Configure Call Logging

Proper call logging ensures every interaction is automatically captured in Salesforce for reporting, compliance, and agent reference.

Understanding the Aircall Log Object (ALO)

Salesforce v3 introduces the Aircall Log Object (ALO)—a dedicated custom object that overcomes Task field limitations and supports richer logging, including message data, AI insights, and IVR information.

Configure logging to use:

• Task + Aircall Log Object (default and recommended)
• Only Aircall Log Object (for organizations hitting Task field limits)

3.1 Configure the ALO Layout

1. Go to Setup → Object Manager → search Aircall Log
2. Click Page Layouts
3. Customize the layout with the fields your team needs
4. Click Save

3.2 Update Task Configuration

1. In Object Manager, select Task → Fields & Relationships
2. Open the Type field and ensure Visible is enabled for all relevant profiles
3. Go to Task → Page Layouts
4. Add the Aircall Log lookup field to each Task layout
5. Click Save

3.3 Choose Your Logging Mode

1. Go to Aircall Dashboard → Integrations & API
2. Open your Salesforce v3 integration → Settings tab
3. Under Salesforce Settings, find Call logging should be done on
4. Select Both Task and Aircall Log Object (recommended) or Only Aircall Log Object

3.4 Configure Call Workflow Settings

Also configure unknown number handling, Case/Opportunity logging, recording logging preferences, contact sync, and SMS logging options.

Step 4: Set Up Omni-Channel Routing (Optional but Recommended)

Salesforce Omni-Channel routes incoming calls to the right agents based on availability, capacity, and skill set. Combined with Aircall, it creates intelligent call distribution that reduces hold times and transfer failures.

4.1 Install the Omni-Channel Package

1. From the Aircall Dashboard, navigate to your Salesforce integration settings
2. Click Install Omni-Channel package
3. In Salesforce, select Install for All Users
4. Grant access to third-party packages when prompted

4.2 Configure Omni-Channel Rules

• Set up Phone System to Omni-Channel rules
• Set up Omni-Channel to Phone System rules
• Configure agent availability sync based on Status or Presence Status

4.3 Configure Aircall Smartflows

Aircall's Smartflows provide customizable call routing:

• Set rules for business hours and holidays
• Route calls to specific teams or agents based on caller attributes
• Create IVR menus for self-service routing
• Define overflow rules for high-volume periods

Step 5: Enable AI-Powered Features

Aircall's AI capabilities turn every call into actionable intelligence. These features require the AI add-on ($9/user/month).

Real-Time Transcription

• Captures every word of the conversation as it happens
• Creates searchable, referenceable records
• Allows agents to focus on the conversation instead of taking notes
• Transcripts are automatically logged to VoiceCall records in Salesforce

Sentiment Analysis

• Provides real-time insight into customer emotion during calls
• Alerts agents when frustration levels are rising
• Enables supervisors to monitor sentiment across multiple calls
• Historical sentiment data supports quality assurance and training

AI Call Summaries

• Automatically generates concise overviews of each interaction
• Highlights key topics, outcomes, and required follow-up actions
• Ensures future agents have clear context
• Reduces after-call work and wrap-up times significantly

Voicemail Drop

• Agents can pre-record and quickly drop voicemails when outbound calls go unanswered
• Ensures consistent messaging across all customer touchpoints
• Dramatically improves outbound calling efficiency

Step 6: Test and Validate Your Integration

Testing Checklist

• Inbound calls: Verify calls ring in the Salesforce CTI and display customer context
• Outbound calls: Test click-to-dial from Contact, Lead, and Account records
• Call logging: Confirm calls create Task and/or ALO records with correct data
• Screen pops: Verify incoming calls trigger screen pops to the correct record
• Call transfers: Test warm and cold transfers between agents
• AI features: Verify transcription, sentiment, and summaries log to VoiceCall records
• Omni-Channel: Test routing rules direct calls to the correct available agents
• Reporting: Confirm reports and dashboards reflect call activity data

Common Issues and Solutions

Best Practices for a Successful Implementation

Plan Your Rollout in Phases

Don't try to enable every feature at once. Start with basic call handling and logging, then layer on advanced features.

Recommended Phased Approach:

1. Phase 1 (Week 1): Install integration, configure CTI, enable basic call logging
2. Phase 2 (Week 2): Set up Omni-Channel routing and Smartflows
3. Phase 3 (Week 3): Enable AI features (transcription, sentiment, summaries)
4. Phase 4 (Week 4): Build reports, dashboards, and automations around call data

Match Email Addresses Early

The single most common implementation issue is mismatched email addresses between Aircall and Salesforce. Audit your user list before you begin and ensure every agent uses the same email in both systems.

Train Your Team

Conduct training sessions covering the CTI softphone, call disposition notes and tags, accessing recordings and AI summaries, and how Omni-Channel status affects call routing.

Build Reports and Dashboards

Leverage call data for actionable reports on call volume, average handle time, first-call resolution rate, sentiment trends, and missed call rates.

Maintain and Optimize

Schedule quarterly reviews to audit routing rules, review logging configuration, check for platform updates, and monitor user adoption.

How Vantage Point Can Help

Setting up Aircall with Salesforce Service Cloud involves more than just clicking "Install." It requires thoughtful configuration of call routing logic, logging structures, permission models, and AI features—all tailored to your organization's unique workflow.

As a certified Salesforce and Aircall partner, Vantage Point brings deep expertise in both platforms. Our team can:

• Assess your requirements and recommend the optimal integration architecture
• Handle the technical implementation including CTI setup, Omni-Channel configuration, and AI enablement
• Customize call routing using Aircall Smartflows and Salesforce Omni-Channel
• Build reports and dashboards that turn call data into business intelligence
• Train your team on best practices for the integrated solution
• Provide ongoing managed services to keep your integration optimized

Ready to transform your customer communication? Contact Vantage Point today to schedule a consultation.

Frequently Asked Questions

What Salesforce editions work with Aircall?

Aircall integrates with Salesforce Enterprise and Unlimited editions. Professional edition can work if you've purchased API access, but Omni-Channel features require Enterprise or Unlimited.

How much does the Aircall–Salesforce Service Cloud Voice integration cost?

You'll need an Aircall Professional plan (starting at $50/license/month) plus the Service Cloud Voice add-on at $30/user/month. AI features are an additional $9/user/month. Salesforce Service Cloud Voice licenses are priced separately by Salesforce.

How long does it take to set up?

The basic installation can be completed in 1–2 hours. Full configuration—including Omni-Channel routing, AI features, permissions, and testing—typically takes 1–2 weeks.

Can Aircall log calls to both Tasks and the Aircall Log Object?

Yes. The default configuration logs to both Task and the Aircall Log Object (ALO). This is recommended for organizations with existing Task-based workflows and reports.

Does the integration support call recording for compliance?

Yes. Aircall records calls securely with recordings logged to Salesforce. Aircall complies with major data protection regulations including GDPR, with encryption in transit and at rest.

What happens if a user's email doesn't match between Aircall and Salesforce?

Calls will be assigned to the account admin rather than the correct user. Verify all user email addresses match before going live.

Can I use Aircall with Salesforce Classic instead of Lightning?

The CTI integration is designed for Salesforce Lightning. While Classic configuration is available, Lightning provides the best experience and full feature support.

Conclusion

Integrating Aircall with Salesforce Service Cloud gives your teams a unified platform for voice communication and customer relationship management. From the moment a call comes in—with full customer context displayed instantly—to the automatic logging of AI-generated summaries and sentiment data, this integration eliminates the friction that slows down support teams and frustrates customers.

The step-by-step process outlined in this guide covers everything from initial installation through advanced features like Omni-Channel routing and AI-powered call intelligence. By following the phased approach and best practices described above, your organization can be up and running quickly while laying the foundation for ongoing optimization.

Vantage Point specializes in helping businesses implement and optimize Aircall alongside Salesforce to create seamless customer communication experiences. Contact us today to learn how we can help your organization leverage the full power of this integration.

About Vantage Point

Vantage Point is a technology consulting firm specializing in CRM implementation, integration, and AI-powered automation. As certified partners of Salesforce, HubSpot, Aircall, Anthropic (Claude AI), and Workato, we help organizations across all industries transform their customer engagement through intelligent technology solutions. Learn more at vantagepoint.io.