Before you can start receiving inbound calls in Aircall, it's important to make sure your workspace is properly configured.

Prerequisites

To receive inbound calls, ensure the following components are set up in your Aircall Dashboard:

  • At least one number added and assigned to a user or team

  • At least one user added and assigned to a number

Receiving inbound calls

When an inbound call arrives, you’ll see a ring pop-up in the desktop app and, if enabled, a browser notification in the web version.

If the app is minimized or running in the background, you’ll still receive a notification.

  • In the desktop app, clicking the notification will bring you directly to the app.

  • In the web version, you can accept the call from the notification, but you’ll need to switch to the relevant browser tab to access the app.

If the call comes through a number with an IVR setup, the pop-up will display the latest IVR branch selected by the caller, along with other callee details. If configured, the CRM insight card will also appear.

In the ring pop-up, you can:

  • Click the conversation icon to open the related conversation and view the contact’s information

  • Click the green button to accept the call

  • Click the red button to decline the call

Handling inbound calls

After accepting a call, you’ll enter the in-call view, where all standard call actions are available. You can learn more about this in our article Aircall Workspace: In-Call view and actions.

Understanding call context

Inbound calls are now displayed in a customer conversation format, showing a unified view of interactions across all channels (voice, SMS, MMS), as well as system logs for the specific Aircall line and customer number or profile.

The conversation context is displayed based on your plan and data availability. It includes:

  • Header: Customer name (if known), number, Aircall line, and main actions such as Assign, Call, Close conversation, or Add to Power Dialer (if available in your plan).

  • Conversation: Interaction bubbles showing all channel activity with assets (if any) and system logs of main user actions.

  • Footer: Digital interaction options via SMS/MMS (if eligible for the Aircall line).

  • Context snapshot: Displays AI-driven context, customer profile, and related conversations

Note: AI-driven context requires activation of the AI trial or AI add-on.

Changing views and using the toolbar

While on a call, you can navigate away from the main conversation view and still monitor and manage your active call using the toolbar.

Options

  • Detach the toolbar into a separate window for flexibility, even outside the Aircall app (available only in the downloaded desktop app). You can do it by clicking on the Open in floated window button.

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  • Switch views within the app. The toolbar will appear in the bottom-left corner with key call actions.

In both cases, you can manage essential call actions and return to the full conversation view by clicking the toolbar. The CRM insight card, if configured, is also accessible from the reduced toolbar.