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Logging AI insights from Aircall into Salesforce

With the Aircall–Salesforce integrations and AI Assist, users can log their Call Summaries, Key Topics, and Customer Mood into Salesforce. This article explains how to see AI insights in both the standard Salesforce integration and the Salesforce Sales Engagement integration.

IMPORTANT:
AI Assist must be active on your account in order to use this feature.

• Essentials plan customers must purchase AI Assist as an add-on.
• Professional plan customers have AI Assist included at no additional cost.

In all cases, only data associated with users who have been assigned an AI Assist license will be sent to Salesforce.

Standard Salesforce integration

NOTE:
If you use the Salesforce 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:

Steps:

  1. Click this link to access the installation page.

  2. Enter the username and password for the account you wish to upgrade the package.

  3. After successfully logging in, you will be redirected to the installation page.

  4. Choose Install for All Users, then click the Upgrade button to upgrade the Salesforce package.

  5. Once installation is completed, click Done.

NOTE:
It may take some time for your package to upgrade.
Screenshot 2024-05-14 at 7.13.37 PM.png

 

Once the package is upgraded, navigate to Salesforce Setup:

1. Search for Object Manager, then select it.

2. Type Task in the search bar and click on the Task object.

3. In the left sidebar, select Page Layouts, then choose your current layout.

4. In the layout editor, click on Fields, locate the Aircall AI field, and drag it into the Aircall Fields section.

5. Click Save.

The Aircall AI field now links the Task to the corresponding record in the Aircall AI object, where AI-generated insights will be stored.

In the Aircall AI object, you should see the fields Customer Mood, Key Topics, and Call Summary. If you do not see all this information, navigate to Setup → Object Manager, look for the Aircall AI object, and add these three fields to the layout in the same way you added the Aircall AI field to the Task object layout.

Logging AI Assist Pro insights

Step 1: Playbook insights in Salesforce

Playbook insights from AI Assist Pro are automatically logged to Salesforce. There is no need for agents to manually push or update the playbook summary from Aircall Workspace.

The Playbook Summary will sync automatically to the Aircall AI object in Salesforce as soon as the call ends.

Step 2: Add playbook fields to the Aircall AI object

To display playbook-related insights in Salesforce:

Steps:

  1. Navigate to Salesforce Setup > Object Manager > Aircall AI. 
  2. Open Page Layouts.
  3. Add the following fields:
    • Playbook Name
    • Playbook Result Topics
    • Playbook Language
  4. Click Save.

Salesforce Sales Engagement integration

NOTE:
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 these steps:

  1. Navigate to Salesforce Setup.

  2. Search for, then click on, Object Manager.

  3. Search for the Aircall Voice object and click on Page Layouts.

4.Select the Call Summary, Customer Mood, and Key Topics fields and drag them to the page layout to be added.

5. Click Save.

By following these steps, you can ensure that your Salesforce environment is configured to display valuable AI-generated insights from Aircall, helping your teams better understand customer interactions and take informed actions.

 

Jordan W.