Salesforce migration: Call recordings

After the initial Salesforce migration, users may have noticed that call recordings no longer showed in the Description field (visible as Comments in Salesforce) and were only logged in the Call Recording custom field. This article explains the updated behavior and how to make sure the Call Recording field is visible and editable.

Behavior after the initial migration

Previously, after the migration:

• Call recordings did not appear in the Description field (Comments in Salesforce)

• Call recordings were only logged in the Call Recording custom field

Updated behavior

This functionality has been updated, and call recordings will now show in both fields:

• Description field (Comments in Salesforce)

• Call Recording custom field

NOTE:
If you are simply viewing call recordings in the Comments of your tasks, no action is needed.

If you would like to ensure call recordings are also shown in the dedicated Call Recording field:

• Make sure the User Profile of the user who installed the integration has editing rights to the Call Recording custom field

• Add the Call Recording field to your Task Layout

IMPORTANT:
The Call Recording field is a Custom Field that is installed with the Aircall CTI Salesforce package. If you skipped installing this package when setting up the integration in the Aircall Dashboard, or were migrated and have not installed the new package yet, you can install it by following this link.

Related Salesforce configuration articles

For more information on installing the Salesforce integration and the custom fields, please visit:

• How to configure your Salesforce integration

• How to configure your Aircall CTI within Salesforce Lightning

• How to configure your Aircall CTI within Salesforce  Classic

• How to make custom fields visible In Salesforce / Changes

Ensuring the Call Recording field is editable for the installing user

To ensure the Call Recording field is editable for the user who installed the integration:

Steps

1. Go to Setup.

2. Go to Field Accessibility.

3. Go to Task.

4. Click View by Fields and then choose Call Recordings.

5. Click on the Field Access level (Editable, Read-Only, Hidden, etc.) for the Profile of the user who installed the integration (for example, System Administrator).

6. Set the Field-Level Security and Page Layout settings to be Visible, then save.

Adding the Call Recording field to your Task layout

To add the Call Recording field to your Task Layout:

Steps

1. Go to Setup.

2. Go to Object Manager.

3. Go to Task.

4. Click on Page Layouts and then your Page Layout Name.

5. Add the Call Recording field to your Tasks, then save.