Aircall Workspace is a unified communication platform that brings together calls, messages, CRM context, and AI insights, grouped by customer. It enables teams to manage all interactions and collaborate efficiently in one place. For more details, see What is Aircall Workspace?

General

What is Aircall Workspace?

Aircall Workspace is a centralized communication hub that organizes all customer conversations—including calls, texts, CRM details, and AI insights—into unified threads for efficient team collaboration.

Is Aircall Workspace available to all Aircall users?

Yes. All Aircall account users can access Aircall Workspace.

How do I access Aircall Workspace?

You can access Aircall Workspace:

Is there a cost for Aircall Workspace?

No. Aircall Workspace is included at no additional cost.

Is Aircall Workspace for Mac available on the Apple App Store?

No. Aircall Workspace for macOS is not available on the Apple App Store.

Aircall Workspace for macOS is exclusively available for download from the Aircall website at aircall.io/download/.

Note: For IT administrators, a macOS installer file (.pkg) is also available on the download page. This installer supports remote deployment and management through MDM (Mobile Device Management) solutions.

Change management

When does the migration to Aircall Workspace begin?

Migration is already in progress. Phone app users see an in-app banner prompting them to switch to Aircall Workspace.

When will my organization transition to Aircall Workspace?

You can choose the timing that best suits your team. If you need help, our Customer Success team can provide more information.

Where can I find documentation and training materials?

You can access several resources:

Will admins be notified about the migration?

Yes. Admins will receive a Dashboard notification with a recommended checklist to guide the migration process.

Is switching from Aircall Phone to Aircall Workspace mandatory?

Yes. The Aircall Phone app will be deprecated.

Do all team members need to transition at the same time?

You can start with a few power users, but we recommend a team-wide transition to avoid inconsistencies since some rules differ between apps.

Can I use Aircall Phone and Aircall Workspace simultaneously?

While data is synced, the apps follow different logic. Using both may cause confusion, so it is not recommended.

Platform availability

Will the CTI embedded in integrations be updated?

Yes. The new Aircall Workspace CTI is available. Users with access to the current CTI will see an in-app banner prompting the switch.

Will the mobile app be updated to Aircall Workspace?

Yes. All new and existing users now use the Aircall Workspace mobile app.

Is Aircall Workspace available in all regions?

Yes. It is available to all Aircall customers worldwide.

How does the migration affect agents using the browser extension?

The existing browser extension works with Aircall Workspace. Just ensure it is updated and the Use Aircall Workspace toggle is enabled.

Inbox view

How can I view all interactions grouped per customer?

Use the Conversations view to see all calls and messages grouped by customer. It provides filters by status (unread, open, all) and assignment to help prioritize items.

How can I view only call logs?

The Calls view filters by call type (missed calls, voicemails, callback requests), offering a clear overview of pending and processed calls.

How can I view only SMS conversations?

The Messages view lets you filter by channel (SMS/MMS, WhatsApp) and assignment to quickly access relevant threads.

What do Inbox categories represent?

Inbox categories are pre-filtered views organized by type or status. For example, Unread displays all new inbound items (missed calls, voicemails, or messages).
For more details, see Aircall Workspace – Inbox – Conversations.

How can I access voicemails and transcripts?

You can listen to voicemails and view or copy transcripts directly from the inbox list or in the conversation thread under the call bubble or Call details.

To-do logic vs. inbox

Why don’t missed calls disappear after a callback like in the Phone app?

Aircall Workspace keeps conversations open by default. To replicate the to-do list experience, enable Auto-close conversation after call in Call settings.
For setup instructions, see Aircall Workspace – Call settings.

Why do assigned conversations still appear in shared inbox categories?

Assigned items remain in the Open category for visibility across teams. To mimic the Phone app workflow, focus on the Unassigned view and adjust your category display under Account Settings.

Why are there many categories in the Inbox?

You can customize visible categories in Account Settings to fit your team’s needs.

Can I filter for missed calls or callback requests?

Yes. In the Calls view, use the filters or categories (missed calls, callback requests).
Learn more in Aircall Workspace – Inbox – Calls.

Conversations

Why don’t individual call states match the overall conversation status?

Conversation status applies to the entire thread (calls + messages), not each interaction. For call-only workflows, enable Auto-close conversation after call in Call settings.

How does assignment work between conversations and calls?

Assignments are made at the conversation level. Only one assignee is allowed at a time, and the assignee is automatically cleared when the conversation closes.

How can agents find their handled interactions within assigned conversations?

Use the Calls view and apply the Teammate filter with your name. This displays all your handled calls, even those within assigned conversations.

When a conversation is closed, can other team members still see it?

Yes. Team members assigned to the number can view closed conversations in Call History and Closed categories.

Can I add live notes like in the Phone app?

Yes. Use the Tags & Notes button in the toolbar. Notes are visible in the call bubble or Call details once the call ends.

Messaging

Are there new SMS features, such as group messaging?

Agent templates for SMS and WhatsApp are available. Group SMS for the US and Canada is planned by the end of 2025.

Does Aircall Workspace integrate with WhatsApp?

Yes. See WhatsApp in Aircall overview for more information.

In which countries is SMS available?

Aircall offers 1:1 business SMS for lines in:

  • United States
  • Canada
  • United Kingdom
  • France
  • Australia
  • Germany

Partial domestic coverage is also available in Austria, Belgium, Denmark, Finland, Ireland, Netherlands, Poland, and Sweden. See SMS (Business Text Messaging) for more information.

Can I send messages to teammates?

No. You cannot text teammates as contacts. However, internal comments in threaded conversations are coming soon.

Transcription and Aircall AI

Why is AI included in Aircall Workspace?

AI enhances productivity by generating call summaries, key topics, action items, and sentiment. This helps users quickly review customer interactions for better follow-ups.

Will call recording include an automated recording notice?

For inbound calls, you can set up a default recording notice via Smartflows. For outbound calls, a custom message can be activated with recording settings. Contact your Customer Success Manager for guidance.

Which languages are supported by Aircall AI?

The interface is available in English, French, Spanish, German, Dutch, and Italian.
Aircall AI features (transcription, summaries, sentiment) are currently supported in the same six languages. No additional languages are planned in the short term.

Why can’t I see AI features in Aircall Workspace?

AI insights require an active Aircall AI add-on (paid or trial).

Important: For Call Insights to generate:
• The call must be transcribed (see this article Why is my call not transcribed? for troubleshooting)
• The call duration must exceed 1 minute