After each call, you may need a few moments to complete post-call tasks such as adding notes, tagging the call, or updating a record. Aircall’s Wrap-up time feature allows you to finish this after-call work before receiving another call. This is what shows up on screen as the Call ended screen.

When you establish a wrap-up time on your user, you will not be able to receive a new incoming call until either the time has been completed or you end it manually before the timeout.

Note: The maximum wrap-up duration is 59 minutes and 59 seconds. If you need to remain unavailable for longer, set your status to Unavailable.

Why does the Call ended screen appear after every call?

The Call ended screen appears after a call if either of the following is true:

  • Wrap-up time is set to more than 0 minutes, 0 seconds.
  • Automatically close conversation after the call is turned off.

How to set up wrap-up time in Aircall Workspace

Steps:

  1. Open the Aircall Workspace and click on the User icon located in the bottom-left corner.
  2. Go to Settings > Call Settings.

  3. In the Call Settings menu, choose the amount of time you’d like to reserve for after-call work.

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  4. Click Save.

How to set default availability following after-call work

In Call Settings, you can decide how availability behaves once your wrap-up period ends by enabling or disabling the Automatically end wrap-up upon completing after-call work option.

  • Enabled: After-call work validation immediately ends wrap-up and switches the user to Available, even if the timer hasn’t expired.
  • Disabled: Wrap-up continues until the timer expires, allowing users time to prepare for the next call or switch to another status (which takes effect once wrap-up ends).

How to handle wrap-up

Once enabled, wrap-up time is applied automatically when a call ends.

During wrap-up:

  • A timer appears in the wrap-up pop-in, showing the remaining time before you become available again.
  • You can add tags, notes, rate call quality, and add the contact to a Power Dialer session.
  • You can choose to keep the conversation open or close it. Depending on your Automatically end wrap-up setting, this may override the timer before it expires.

You can also minimize the wrap-up pop-in while continuing your wrap-up work until the timer expires or you manually end it. After-call work can still be performed directly from the call bubble in the conversation thread.

Important: Wrap-up time is triggered after any call (inbound or outbound) that lasts more than 5 seconds.ou can also minimize the wrap-up pop-in while continuing your wrap-up work until the timer expires or you manually end it. After-call work can still be performed directly from the call bubble in the conversation thread.

The Call ended screen won't let me leave

If Mandatory Tagging is enabled for a phone number, you must apply a tag before you can be released from the Call End screen, regardless of your Wrap-up time or Automatically end wrap-up settings. Please see Managing call tags in Aircall Dashboard for details on how mandatory tagging is enabled.

Changing how the Call ended screen behaves

  • To skip the Call ended screen and the after-call work actions  entirely, set Wrap-up time to 0 minutes, 0 seconds, and turn Automatically close conversation after the call on.

  • To give yourself dedicated after-call time without Mandatory Tagging getting in the way, set Wrap-up time to your desired duration and leave Automatically end wrap-up upon completing after-call work turned on. You'll return to Available as soon as you confirm the Call End screen, rather than waiting out the full timer.

  • Agents can update their own Wrap-up time directly in Settings > Call Settings. If you're an Admin and want to enforce the same settings across your whole team instead of leaving it to each agent, contact Aircall Support, we can enable a setting that hides wrap-up controls from the Aircall Workspace app, so Admins manage wrap-up time exclusively from the Aircall Dashboard.