Admin Guide: Switching from Aircall Phone to Aircall Workspace

Aircall is retiring the legacy Aircall Phone app, and all users will move to Aircall Workspace: the AI-powered platform for unified customer conversations. Aircall Workspace brings faster performance, a modern interface, and new capabilities across voice, SMS, and WhatsApp.

The legacy Aircall Phone app is expected to retire in the first half of 2026 (exact date to be announced). There will be no downtime or feature loss, only enhanced functionality and performance.

What this guide covers

This guide helps Aircall Admins plan, communicate, and execute the transition to Aircall Workspace. It includes:

• What’s new in Aircall Workspace
• What's familiar in Aircall Workspace
• When users need to switch
• What Aircall Admins should do
• Frequently asked questions

What’s new in Aircall Workspace

Unified conversations across channels

Aircall Workspace combines calls, SMS, and WhatsApp (available exclusively in Workspace) in one centralized view, making it easy to follow every customer interaction and view complete conversation history.

Faster, more responsive interface

Built on a modern architecture, Aircall Workspace offers quicker load times, smoother performance, and adjustable window sizing so users can work more efficiently in the layout that suits them best.

Real-time intelligence and automation

Aircall Workspace introduces AI-driven insights, including call summaries, sentiment analysis, and key topics, combined with context from previous conversations and integrated tools. This helps teams understand customer needs and respond faster before, during, and after interactions.

See a side-by-side comparison of Aircall Phone vs. Aircall Workspace in our article Comparing the legacy Aircall Phone to Aircall Workspace.

What’s familiar in Aircall Workspace

Your existing setup, teams, and phone number configurations will carry over automatically, no admin action is required in the Aircall Dashboard.

Users can personalize their Aircall Workspace experience by adjusting window sizing, light/dark mode, and inbox preferences.

Familiar features and workflows

Core features and workflows remain the same. Your team can still:

• Make and receive calls
• Send and manage messages
• Review call history and manage contacts
• Add notes, tags, and assignments
• Transfer or assign calls
• Search, filter, and receive notifications
• Use Aircall on desktop, web, CTI, or mobile

Integrations you rely on

Existing integrations with CRMs and productivity tools such as Salesforce, HubSpot, and Zendesk will continue working in Aircall Workspace with no additional setup.

When users need to switch

Important: The legacy Aircall Phone app will be retired in the first half of 2026.

We recommend planning, communicating, and completing your company’s switch to Aircall Workspace before the end of 2025 to ensure a smooth transition.

If your organization is already using Aircall Workspace, simply ask your users to uninstall the legacy Aircall Phone app.

What Aircall Admins should do

Users with Admin roles play a key role in preparing and supporting their teams through this change.

1. Identify who’s still using the legacy Aircall Phone

1. Go to the Aircall Dashboard > Users & Teams > All users 
2. Click Download user migration report.
3. Open the downloaded CSV file.
4. Locate the Last Desktop Device column.

If a user’s value in this column is one of the following, they’re still using Aircall Phone (not Aircall Workspace):

• desktop_phone
• web_phone
• cti_phone

These users have not yet fully switched to Workspace.

2. Determine how your users will access Aircall Workspace

Use the table below to see how your team can access Aircall Workspace based on how they use Aircall:

3. Confirm successful access

Before you communicate to a larger group, partner with a power-user or conduct a quick test yourself to confirm successful access and login to Aircall Workspace as per the table above. Ensure users can log in and use Aircall Workspace without issues.

Note: Workspace adds an extra layer of security with multi-factor authentication. Please see Preparing for MFA rollout: checklist for admins for any login issues.

4. Get familiar with Aircall Workspace

Watch the video Aircall Workspace Overview to see how it enhances daily workflows:

Key updates include:

• Unified inbox for calls, voicemails, SMS, and WhatsApp
• Quick actions for transferring calls, adding notes, and applying tags
• Customizable layout with resizing, light/dark mode, personalized inbox views, and daily user KPI's 

5. Plan your company’s transition

1. Choose a rollout method:

• Big bang rollout (Recommended): All users switch at once for a consistent experience.
• Phased rollout (Alternative): Start with a pilot group and expand to the rest of the team.

Tip: Transitioning your whole team to Aircall Workspace together ensures a consistent experience and reduces the chance of minor data/syncing issues when running Aircall Phone and Aircall Workspace in parallel.

2. Choose your timing:

• Select a low-impact time for your team to transition. For example, schedule the switch outside of peak hours or during a regular team meeting.

6. Communicate and enable your team

Share the following resources so users are ready for the change:

• User Guide: Switching from Aircall Phone to Aircall Workspace
• Video: Aircall Workspace demo

Remind your team that while the interface looks refreshed, the functionality remains familiar. Users have already been introduced to Aircall Workspace through in-app prompts, so the switch should feel natural.

As an Admin, your role is to guide your team through the switch and ensure everyone moves off the legacy Aircall Phone app to stay ahead. Set a clear switch date (for big bang rollouts) or a final deadline (for phased rollouts).

7. Execute your transition plan

By now, you’ve identified who’s still on the legacy Aircall Phone, confirmed Aircall Workspace access, and shared the plan. Now it’s time to make it happen.

• Encourage the change: Remind users that Aircall Workspace is faster, more reliable, and built to help them work smarter, not harder.
• Lead the switch: Enforce the clear internal deadline from step 5 and ensure your team completes the move.
• Wrap up: After your team has switched to Aircall Workspace, have them remove the legacy Aircall Phone app so everyone’s working on the same, up-to-date platform.

Note: After completing the transition, all users should work exclusively in Aircall Workspace to maintain consistency.

Frequently asked questions

When will the legacy Aircall Phone app be retired?
It is expected to retire in the first half of 2026. Complete your organization’s move to Aircall Workspace before the end of 2025.

Will we be notified before retirement?
Yes. Aircall will communicate through in-product messages, emails, and Help Center updates.

Do users need new credentials for Aircall Workspace?
No. Users log in with their existing Aircall credentials.

Can we continue using the legacy Aircall Phone app for now?
Yes, but switching to Aircall Workspace as soon as possible is strongly recommended to avoid disruption and benefit from new features.

Is Aircall Workspace available to all users?
Yes. All Aircall customers have access to Aircall Workspace.

Will new features still be added to Aircall Phone?
No. All new features and improvements will be developed exclusively for Aircall Workspace.

For more FAQs, please visit our article Aircall Workspace FAQs.

Resources and support

• Product updates: Release notes
• Interactive tour: Customizing your Aircall Workspace experience. We also have the tour available in Italian, you can find it here.
• Article: What is Aircall Workspace?
• Video: Aircall Workspace demo
• See all Aircall Workspace articles

Need further help?

If you need support planning or executing the switch:

• Contact our Customer Success Team for rollout guidance, best practices, and transition recommendations.
• Admins: You can contact Aircall Customer Support directly via the Help Center portal for troubleshooting, installation assistance, or technical support.
• Users: If they experience any issues, contact an Aircall Admin so they can consolidate requests and collaborate with Aircall Support on behalf of your team.

Tip: Centralize all user issues through your Admin to keep communication consistent during the transition.