Release Notes - July 2025

New features

Aircall Workspace Desktop/CTI

Minor improvements, updates, and fixes are now live in Aircall Workspace.

Improvements

Coming soon

• Improved onboarding: Revamped Help & Feedback menu with the first tutorial available.
• New feature highlights & tips: In-app tips and a "What’s New" section will improve discoverability of recent features and fixes.
• Unified login across apps: We’re introducing a shared login experience across desktop, web, and mobile, making sign-in faster and more reliable. Aircall Workspace - User Profile Overview.

Fixed bugs

Aircall Workspace Desktop/CTI

• Freeze on ringing: On Windows, focus handling is now fixed to ensure that other apps do not freeze when the AW app is ringing.
• Wrong assignment display: Conversations incorrectly appeared as "Assigned to you" due to mismatch in legacy vs new assignment logic, now fixed for accuracy.
• Display mismatch: Consistency between missed calls counter and list values established.
• Conversation not loading: Conversations containing messages with "unknown" status caused conversations to fail, status now properly handled to ensure loading works.
• Missing playback buttons: Recording and voicemail fetch logic updated so recordings and transcriptions display correctly.

New features

Aircall Workspace Desktop/CTI

Minor improvements, updates, and fixes are now live in Aircall Workspace.

• VM transcript copy/paste: You can now copy voicemail transcripts directly from the Inbox list for easy reuse.
• Faster conversation assignment: In the Inbox or Call Ended view, type a name, press Enter, and the first result is instantly assigned, no need to click or manually save.

Improvements

Coming soon

• Improved onboarding: New tutorials and a revamped Help & Feedback menu will better support onboarding.
• New feature highlights & tips: In-app tips and a "What’s New" section will improve discoverability of recent features and fixes.
• Unified login across apps: We’re introducing a shared login experience across desktop, web, and mobile, making sign-in faster and more reliable. Aircall Workspace - User Profile Overview.

Fixed bugs

Aircall Workspace Desktop/CTI

• Cross-device action sync: Actions like conversation closure from mobile now sync correctly with the desktop app.
• Session sync across apps: Unread counters now update properly when the same agent takes action from different apps (web/desktop).

New features

Aircall Workspace Desktop/CTI

Minor improvements, updates, and fixes are now live in Aircall Workspace.

• Persistent app state: App will remember its size, position on the screen, and last selected Inbox view after reload or sign-out for a smoother experience.
• Status selection optimized: In full-screen view, changing status now requires fewer clicks with a dedicated entry point for faster access.
• Support for Poly Savi 7300 UC: New headset series now supported. Users will simply need to download the updated app version from our website.

More information: Aircall Workspace: User profile overview and status, Aircall Workspace: Responsive design.

Improvements

Coming soon

• Improved onboarding: New tutorials and a revamped Help & Feedback menu will better support onboarding.
• Unified login across apps: We’re introducing a shared login experience across desktop, web, and mobile, making sign-in faster and more reliable.

Fixed bugs

Aircall Workspace Desktop/CTI

• VM transcript restored: Voicemail transcripts are now visible again directly in the call bubble.
• Close conversation issue resolved: Users can now consistently close conversations without error. We added a system check preventing duplicate closure attempts.
• Call not ringing to agents: Fixed an issue where some calls didn’t ring due to background app throttling.
• Ringtone overlap in CTI fixed: Fixed overlapping ringtone issues in Zendesk CTI by improving audio control and playback reliability.

New features

Aircall Workspace Desktop/CTI

Minor improvements, updates, and fixes are now live in Aircall Workspace.

• Company name in header: Company name now appears directly in the conversation thread header, making it easy to see even in smaller views without extra clicks.
• Simplified default inbox tabs: Default number of inbox tabs has been reduced for clarity. Key tabs like Unread, Open, Assigned to You, and All appear in Conversation view; Missed Calls, Callback, and Follow-up (if Power Dialer is enabled) in Calls view; and relevant tabs in Messages view based on line capabilities.
• Recent contacts list: Contacts list now shows the 20 most recent contacts at the top. They appear when you initiate or receive a call/message, view or create new contact; configuration to display only recent contacts is now possible.
• Coaching UX update: In coaching, toggles to open conversation now appear only when the coach has line access. Clicking a contact opens Contact details (not conversations), improving flow and preventing errors.

More information: Aircall Workspace: External Contacts, Live Monitoring: Coaching

Improvements

Coming soon

• Persistent app state: App will remember its size and state after reload or sign-out for a smoother experience.
• Improved onboarding: New tutorials and a revamped Help & Feedback menu will better support onboarding.
• Poly Savi 7300 UC support: Support for this headset series will be added alongside a step-by-step Electron upgrade.

Fixed bugs

Aircall Workspace Desktop/CTI

• Unread tab cleanup: Outbound calls no longer appear incorrectly in the Unread tab, only inbound unread items are shown.
• Accurate hold time: Hold time now updates properly in the Monitoring+ dashboard with data handled correctly in the tracking events.
• Tag display fix: Tags added in the call-ended view now appear immediately without needing a reload, thanks to improved cache handling.

New features

Contact Insights and Custom Playbooks Beta

Contact Insights create summaries of a contact's interaction history by analyzing past calls with transcriptions and voicemails. The feature provides context from conversations across your entire organization, regardless of which agent or phone number was used.

Agents will be able to generate a summary of the most recent interactions with an Aircall Contact within the last 6 months. The contact insights will enable the agent to get context about the previous interactions with a contact before reaching out to this contact, helping them prepare the next interaction.

As part of contact insights, Aircall AI will also suggest what the next action should be based on the context from the previous conversations.

Custom Playbooks are user-defined conversation guides that you create to match your company's unique sales methodology. You define the criteria, set specific conversation topics, and create tailored questions that guide agents through your preferred conversation flow during calls.

Please note both features are still in Beta.

• More information: Generate Contact Insights and Next Action Recommendations
• More information: What are Custom Playbooks?

AI Voice Agent - Transfer to an agent

Allows calls to be routed to a human agent if the VA:

• Fails to resolve the issue (e.g., based on number of turns, sentiment, low NLP confidence).
• Is explicitly asked by the caller to transfer/escalate.

More information: What is Aircall's AI Voice Agent

AI Voice Agent Enablement in Trial

Trial users can now access AI Voice Agents from the sidebar navigation and enable the feature.

Here’s how it works:

• Trial users can create and test a Virtual Agent locally (no usage cap during trial period), but cannot assign it to a phone line.
• If a trial user tries to add a Virtual Agent to a phone line, they will see a modal informing them they must become a paid subscriber.
• If a trial user enables AI Voice Agents during the trial period, they will not have to enable it during the subscription period.
• If a user becomes a paid subscriber, the usage will switch to 30 free minutes, then pay per minute after.

More information: What is Aircall's AI Voice Agent

WhatsApp Logging in HubSpot CRM

WhatsApp messages are now logged in HubSpot CRM. The integration settings include an Enable WhatsApp logging option (Yes/No), similar to SMS.

WhatsApp messages are also a separate activity type for Ticket Creation.

More information: Logging WhatsApp Messages in HubSpot

HubSpot Call Engagement Type

Users will be able to sync call tags with the call engagement type in HubSpot. This will include a new option in the integration settings, similar to what we have for call outcome.

More information: Using Aircall Tags to Set HubSpot Call Engagement Type

Salesforce Service Cloud Voice Integration

Service Cloud Voice is an advanced cloud-based contact center that natively integrates telephony with digital channels within the Service Cloud console. It allows companies to manage customer phone interactions from within the Salesforce platform and the Omni-Channel, providing customers with a more personalized and efficient experience, while improving agent productivity.

Service Cloud Voice is sold by Salesforce as an add-on product, with per-seat pricing, in addition to existing Salesforce licences, starting at 50€/user/month. The final price varies based on the telephony provider chosen.

Available features:

• General SCV integration setup
• WebRTC audio
• VoiceCall Records
• VoiceCall Custom Attributes
• VoiceCall Screen Pop
• Omni Widget softphone UI controls
• Agent SSO

More information: How to Configure Salesforce Service Cloud Voice (SCV)