This article explains why the Aircall desktop app may display a notification badge even when no calls or messages appear to be missed, and how to clear it.

Symptom

The Aircall desktop app icon shows a high notification badge count, even though the agent did not miss any calls or messages.

Cause

A higher than expected notification count can occur in the following situations:

  • Calls are unexpectedly attributed to the user, causing items to appear in the To-Do list. This can be related to the scenarios described in Old missed calls reappearing
  • Multiple users are messaging from the same Aircall number. In this case, SMS conversations remain marked as unread for each agent until they personally open the message, even if a teammate has already read it on another device.

Solution

Notifications can be cleared regardless of the underlying cause.

Clear call notifications

To clear call-related notifications:

Option 1: Handle calls individually

  • Open the To-Do list.
  • Review each call and ensure it has been handled or archived.

Option 2: Archive calls in bulk

  1. Open the To-Do list.
  2. Select one call.
  3. Click Select all.
  4. Archive all selected calls at once.

This removes all call-related notifications and clears the badge.

Clear SMS notifications

SMS notifications behave differently than calls.

  • SMS messages must be opened individually to be marked as read.
  • If the badge count is high but no calls appear in the To-Do list, review your message history and open unread conversations to clear the notifications.
Note: Even if a teammate reads a message, it remains unread for you until you open it yourself.
Important: If you need assistance clearing or archiving a large number of calls or messages, contact Aircall Support.

Once all calls and messages are handled or marked as read, the notification badge on the Aircall desktop icon should be cleared.