Eci Aircall Guide
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Einstein Conversation Insights
Aircall Configuration Guide
Salesforce Spring
salesforcedocs
Last updated December
Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other
names and marks Other marks appearing herein may be trademarks of their respective owners
CONTENTS
Configure Aircall with Einstein Conversation Insights
Log In as the Integration User
Generate the API Key for Aircall
Add Aircall Named Credentials
Set Up the Connected App
Add ECI as an Authorized Provider
Set Up the Salesforce Site
Add ECI Named Credentials
Assign the Guest User Permission Set
CONFIGURE AIRCALL WITH EINSTEIN CONVERSATION
INSIGHTS
Follow these tasks to integrate Aircall with Einstein Conversation Insights ECI
EDITIONS
Complete these steps after installing and launching the Voice Connector app
Additional steps are required to complete the integration process and turn on the feature See the
ECI Voice Connector Guide for more details
Log In as the Integration User
Before you can set up the integration between the voice connector and Einstein Conversation
Insights ECI a user with Salesforce admin permissions is required to be available for the
integration This user is typically a separate user created for the purpose of integrations Make
sure youre logged in as this user for the configuration tasks
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
Generate the API Key for Aircall
Create an API key from the Aircall dashboard and store the information in a secure place
Add Aircall Named Credentials
Add the named credentials for the voice provider from the Setup menu
Set Up the Connected App
To call the Einstein Conversation Insights ECI web service create a connected app If youve configured another voice connector
skip the remaining configuration tasks
Add ECI as an Authorized Provider
Add Einstein Conversation Insights ECI as an authorized provider from the Setup menu
Set Up the Salesforce Site
If a site isnt created set up an active Salesforce site
Add ECI Named Credentials
Add the named credentials for ECI from the Setup menu
Assign the Guest User Permission Set
Assign the guest user permission set from Setup
Configure Aircall with Einstein Conversation Insights
Log In as the Integration User
Log In as the Integration User
Before you can set up the integration between the voice connector and Einstein Conversation
Insights ECI a user with Salesforce admin permissions is required to be available for the integration
This user is typically a separate user created for the purpose of integrations Make sure youre logged
in as this user for the configuration tasks
An integration user is assigned the custom access necessary to complete integrations between ECI
and your voice provider Its a Salesforce best practice to use a separate user for this purpose and
to dedicate this user to this integration
Add a user as an integration user by following the standard process to set up a user See Add
a Single User
Make sure System Administrator is selected for the Profile The user also needs API Enabled
enabled access to the Voice Call object an ECI access permission set and the Conversation
Insights Integration User permission set assigned
Log in as the integration user and open the Voice Connector app
Use the integration user to complete the configuration tasks
EDITIONS
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
USER PERMISSIONS
To enable Einstein
Conversation Insights
Customize Application
Generate the API Key for Aircall
Create an API key from the Aircall dashboard and store the information in a secure place
EDITIONS
Log in to your Aircall dashboard
In the left sidebar select Integrations API and click API Keys
Click Generate API Key
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
Copy and save the API ID and API Token values
These values arent shown again
Click Confirm
For more information see Aircall developers
USER PERMISSIONS
To enable Einstein
Conversation Insights
Customize Application
Configure Aircall with Einstein Conversation Insights
Add Aircall Named Credentials
Add Aircall Named Credentials
Add the named credentials for the voice provider from the Setup menu
From Setup enter Named Credentials in the Quick Find box and then select Named
Credentials
Click the dropdown next to New and select New Legacy
EDITIONS
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
Complete these fields with the specified information
Label Aircall
Name Aircall
URL httpsapiaircallio
Identity Type Named Principal
Authentication Protocol Password Authentication
USER PERMISSIONS
Username apiid
To enable Einstein
Conversation Insights
Customize Application
Password apitoken
Generate Authorization Header selected
Allow Merge Fields in HTTP Header selected
Allow Merge Fields in HTTP Body selected
Click Save
Set Up the Connected App
To call the Einstein Conversation Insights ECI web service create a connected app If youve
configured another voice connector skip the remaining configuration tasks
Note The remaining tasks in this guide have been completed if youve configured another
connector
From Setup enter App Manager in the Quick Find box and then select App Manager
Click New Connected App
Complete these fields in the Basic Information section
Connected App Name ECI Connected App
API Name ECIConnectedApp
Important Use this exact name
EDITIONS
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
USER PERMISSIONS
To enable Einstein
Conversation Insights
Customize Application
Contact Email the email address you want to use
Select Enable OAuth Settings and complete these fields
Callback URL httpsdummyurlservicesauthcallbackECIAuthProvider
Note This URL is obtained after you create the Auth Provider in the next section
Selected OAuth Scopes
Configure Aircall with Einstein Conversation Insights
Set Up the Connected App
Access content resources content
Manage user data via APIs api
Manage user data via Web browsers web
Perform requests at any time refreshtoken offlineaccess
Require Secret for Web Server Flow selected
Require Secret for Refresh Token Flow selected
Click Save
Changes can take up to minutes to take effect Deleting a parent org deletes all connected apps with OAuth settings enabled
After the ECI Connected App is created return to the App Manager page Click the dropdown in the ECI Connected App row and
then click Manage
Click Edit Policies
Complete these fields
Permitted Users Admin approved users are preauthorized
IP Relaxation Relax IP restrictions
Refresh Token Policy Expire refresh token after days
Its not necessary to select High assurance session required even though the checkbox is marked as required
Click Save
From the ECI Connected App Setup page click Manage Profiles in the Profiles section
Select the profiles you want to give access to and then click Save
We recommend selecting Standard User System Administrator and any other profiles that use the connected app
From the App Manager page select the dropdown in the ECI Connected App row and then click View
Click Manage Consumer Details to see the Consumer Key and the Consumer Secret
A new window opens
Enter the verification code sent to you over email
The Consumer Key and Consumer Secret values are shown Keep this window open because these values are required to create the
Auth Provider for the ECI Connected App
Configure Aircall with Einstein Conversation Insights
Add ECI as an Authorized Provider
Add ECI as an Authorized Provider
Add Einstein Conversation Insights ECI as an authorized provider from the Setup menu
EDITIONS
From Setup enter Identity in the Quick Find box and then select Auth Providers
Available in Lightning
Experience
Click New
Select Salesforce for the Provider Type
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
Complete these fields with the specified information
Name ECI Auth Provider
URL Suffix ECIAuthProvider
Important Use this exact name
Consumer Key Add the Consumer Key from the previous task here
Consumer Secret Add the Consumer Secret from the previous task here
USER PERMISSIONS
To enable Einstein
Conversation Insights
Customize Application
Click Save
The Callback URL can be obtained
Copy the Callback URL and replace the dummy one in the ECI Connected App
From the App Manager page go to the ECI Connected App and replace the dummy Callback URL value with the copied one
Click Save
Changes can take up to minutes to take effect Deleting a parent org also deletes all connected apps with OAuth settings enabled
Set Up the Salesforce Site
If a site isnt created set up an active Salesforce site
EDITIONS
From Setup enter Sites in the Quick Find box and then select Sites
Select the checkbox and then select Register My Salesforce Site Domain
Click New
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
Complete these fields with the specified information
Site Label VoiceConnector
Site Name VoiceConnector
Site Contact the email address you want to use
Default Record Owner a Salesforce admin is recommended
Active selected
USER PERMISSIONS
Active Site Home Page SiteLogin
Clickjack Protection Level Allow framing by the same origin only
Recommended
Leave the other options as default and then click Save
To enable Einstein
Conversation Insights
Customize Application
Configure Aircall with Einstein Conversation Insights
Add ECI Named Credentials
Add ECI Named Credentials
Add the named credentials for ECI from the Setup menu
EDITIONS
From Setup enter Named Credentials in the Quick Find box and then select Named
Credentials
Click the dropdown next to New and select New Legacy
Complete these fields with the specified information
Label ECI Named Credential
Name ECINamedCredential
URL httpsyourdomainReplace yourdomain with your actual domain that
is obtained from the Domains page in Setup Its labeled My Domain under the Current
HTTPS Option column
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
Identity Type Named Principal
USER PERMISSIONS
Authentication Protocol OAuth
To enable Einstein
Conversation Insights
Customize Application
Authentication Provider ECI Auth Provider
Scope refreshtoken web api content
Start Authentication Flow on Save selected
Generate Authorization Header selected
Click Save
A login and an authorization page are shown Follow the process to validate the account and then click Authorize
Return to the Named Credentials page and verify that the Authentication Status now reads Authenticated with your integration
user with admin permissions
Assign the Guest User Permission Set
Assign the guest user permission set from Setup
EDITIONS
From the Search box at the top of Setup enter Guest User and select Voice Connector
Guest User
Make sure this user is marked Active
Available in Lightning
Experience
Available in Einstein
Conversation Insights which
is available in Performance
and Unlimited Editions and
for an additional cost in
Enterprise Edition
Click Permission Sets
Click Edit Assignments
Add Voice Connector Permission
Add Conversation Insights Integration User
Click Save
USER PERMISSIONS
To enable Einstein
Conversation Insights
Customize Application
