Aircall Workspace: Using the Conversations, Messages, and Calls views

Aircall Workspace centralizes all customer interactions into three main Inbox views:

• Conversations view: Groups all calls and messages per contact. This view is best for maintaining full multi-channel context.
• Messages view: Focuses on message-based conversations per contact.
• Calls view: Lists individual call events, which is useful for call logs or call-handling workflows.

These views ensure agents can manage calls and messages efficiently from one place. This article explains how each view works, how items are organized, and how to navigate, filter, and take action effectively.

Access Conversations, Messages, and Calls

You can open Conversations, Messages, and Calls from the left sidebar in Aircall Workspace. Each view supports filtering, sorting, quick actions, and bulk actions to help you manage your workload efficiently.

Tip: Use the Collapse button in the upper right corner of the list to expand or collapse the view for more comfortable browsing.

Navigating Conversations, Messages, and Calls

Filters and sorting

By default, items are sorted by the last entry date, with the most recent items shown at the top. You can change the sorting order to Newest first or Oldest first.

Available filters vary by view:

Note: A blue dot on the filter button indicates that a filter is active. If an expected item is missing, try clearing the filters.

Search

Click the search icon to find conversations, messages, or calls by phone number, contact name, or company. You can hide or show the search bar by clicking on the search icon.

Quick actions and bulk actions

You can speed up your workflow using quick actions, which appear when you hover over a line item.

Bulk actions allow you to update multiple items at once. Select items using the checkboxes next to each line, or use the top checkbox to select all displayed items.

Available bulk actions depend on the view:

Section	Bulk actions
Conversations	Make a call, Assign, Close/ Reopen, Copy number, mark as unread/ unread, add to Power Dialer
Calls	Make a call, Assign, Close/ Reopen, Copy number, mark as unread/ read, add to Power Dialer
Messages	Make a call, Assign, Close/ Reopen, Copy number, mark as unread/ read, add to Power Dialer

Important: Actions apply to the entire conversation, not to a single call or message. Closing, assigning or marking a conversation as read or unread affects the whole thread.

Note: Bulk actions can be applied to batches of up to 25 items at a time.

Viewing conversation, call and messages details

Click any item in Conversations, Messages, or Calls to open the full interaction details.

You can manually close conversations, or they can close automatically after calls if auto closing is enabled in Call settings. For more information, please see our article Aircall Workspace: Call settings

Within this section, you can see:

• The full call and message history

• System logs showing user actions

• A message composer to send SMS or MMS

• The button to initiate a call

Clicking on a call bubble expands additional details. These details are also available in the Call details view. For more information, please see our article Aircall Workspace: Call details.

Note: If a customer interacts across multiple lines, system logs show transitions. You may see messages such as “Continued on <line>” or “Initiated from <line>”, with navigation links.

Conversations view

What it shows

The Conversations view displays a unified timeline of all calls and messages with a single contact. This provides full context without switching screens.

The information shown adapts to your company plan and access rights. When available, AI powered insights are also displayed. If a customer uses multiple phone numbers or contacts your team through multiple Aircall lines, these interactions appear as related conversations.

Related conversations

Related conversations appear on the Conversations view when a customer contacts your team using multiple phone numbers or interacts through multiple Aircall lines. In these cases, you may see separate conversation threads that belong to the same customer context.

When an interaction moves across lines, system logs can display links such as “Continued on…” or “Initiated from…”. You can use the Back button to return to the previous conversation and follow the interaction flow across related threads.

Conversation status

Each conversation has one of the following statuses:

• Open: Conversation in progress or conversation still requiring user action.

• Closed: Completed conversations.

Both statuses are accessible in the All category.

Unread indicators are user specific. Once you take an action such as calling back, sending a message, or closing the conversation, the unread status is cleared for you.

Assignment

Assignment is also managed at the conversation level.

• Only one assignee is possible at a time.
• Conversations can be assigned or unassigned while they are Open.
• When a conversation is Closed, the assignee is cleared automatically.

Important: Actions such as assigning, closing, or replying apply to the entire conversation thread, not to an individual call or message.

Conversation categories

Categories are customizable. Please see our article Aircall Workspace: Inbox settings to learn how to update it.

Messages view

Availability

The Messages view is available only if you are assigned at least one SMS, MMS, or WhatsApp capable line. Categories adjust automatically as messaging lines are added or removed.

What it shows

This view displays all message based conversations for each contac.

Message categories

Calls view

What it shows

The Calls view lists individual call events. Calls are grouped into categories based on the status of the conversation they belong to.

Most categories include calls from open conversations. The All category includes calls from both open and closed conversations.

Call categories

Categories are customizable. Please see our article Aircall Workspace: Inbox settings to learn how to update it.

Using these three views together helps agents stay organized, respond faster, and manage customer interactions more effectively in Aircall Workspace.