Aircall Workspace lets you customize how conversations, calls and messages appear in your inbox. By selecting the most relevant categories for your workflow, you can focus on the items that need your attention while still keeping access to full conversation and call history.

Customize your inbox categories

You can personalize the inbox by selecting which categories appear in the Conversations, Calls and Messages view a. You may select all suggested categories or only those that are most relevant to your role.

Important: At least one category must be selected in each view.

Conversation view categories

The following categories are available in the Conversation view:

  • Unread: New conversations or conversations marked as unread that have not yet been viewed. This includes new missed calls, new SMS, MMS, and similar interactions.
  • Open: All inbound and outbound conversations that require action. This includes both assigned and unassigned conversations.
  • Assigned to you: Open conversations currently assigned to the logged in user.
  • Unassigned: Open conversations that are not yet assigned to any user.
  • Outbound: Open conversations that involve a new outbound interaction or response.
  • All: All conversations, both open and closed, providing a full conversation history.

Calls view categories

The following categories are available in the Calls view:

  • Missed calls: Missed calls and voicemails that belong to open conversations.
  • Voicemails: Missed calls with a voicemail message within open conversations.
  • Callback: Missed calls that include a callback request within open conversations.
  • Follow up: Outbound calls flagged as follow ups from Power Dialer sessions.
  • All: All call types from both open and closed conversations.

Messages view categories

The following categories are available in the Messages view:

  • SMS/MMS: Open SMS and MMS conversations that require action. This includes both assigned and unassigned conversations.

  • WhatsApp: Open WhatsApp message conversations that require action. This includes both assigned and unassigned conversations.

  • Assigned to you: Open conversations containing messages that are assigned to the logged in user.

  • All: All message types from both open and closed conversations.

Tips for choosing categories

Tip: Select fewer categories to reduce noise and focus on urgent tasks, or enable all categories if you need full visibility across conversations and calls.

Adjusting your inbox settings helps ensure that the most important conversations and calls are always easy to find in Aircall Workspace.