Aircall getting started journey: choose your path

When you are new to Aircall, it can be difficult to know where to start and which resources best apply to your role. This article is your onboarding entry point. It explains the main user roles in Aircall and directs you to the right getting started path, with links to deeper training options in the Aircall Learning Lab.

Use this page to:

• Understand what the main Aircall platforms do and who in your team will use them.
• Understand the difference between Admin, Supervisor, Agent, and user with owner permissions.
• Choose the right getting started guide built for your role.
• Learn where the Aircall Learning Lab fits in your onboarding journey

Note: If you are on a trial, you can still benefit from these getting started paths. For details on what you can and cannot do during a trial, see our Trial experience with Aircall article.

Where you work in Aircall: Aircall Dashboard & Aircall Workspace

All Aircall customers work across two main platforms:

Note: If you are unsure about your assigned role at Aircall and need to check it:
1. Go to Aircall Dashbobard
2. Click on your name on the side-bar menu
3. Select Edit Profile and navigating to the General tab.

Where each role works in Aircall

Aircall uses user roles so each person on the account has the right level of permissions  and responsibilities. There are three main roles (Agent, Supervisor, Admin), plus an optional Owner permission you can add on top of any role for billing or security and company-level settings. Users are allowed to have multiple roles, for example, an Admin can also have agent permissions.

• Agents handle customer or prospects conversations in Aircall Workspace.
• Supervisors have view access to Aircall Dashboard to monitor team’s activity and performance, and to Aircall Workspace to handle conversations.
• Admins primarily own the Aircall Dashboard for account setup, call routing, users & teams management, integrations, and performance monitoring. They have access to Aircall Workspace like any other user.
• Owner is an advanced permission you can add on top of any role (Agent, Supervisor, or Admin) to give access to billing and company-level settings in the Aircall Dashboard.

You do not need to know every technical detail right now. The goal is to quickly recognise where you fit, and if you want to learn more about roles and permissions, please see our article on Aircall roles and permissions.

Choose your getting started path

Use the descriptions below to identify your role and follow the appropriate getting started guide.

I am an Admin

Your primary Aircall Activities:

• In the Aircall Dashboard, you set up numbers, teams and users, call distribution (Smartflows), and integrations, building a scalable configuration for routing, users, and tools.You use Analytics to monitor agent and team performance and make improvements.
• You may also use Aircall Workspace to test flows or handle calls occasionally.
• You configure and manage Integrations to optimize call flows between CRMs and HelpDesks.

Your path: Admin & Supervisor getting started guide: your first 30 days with Aircall

I am a Supervisor

Your primary Aircall Activities:

• You can use Analytics, Live Monitoring or Call History to monitor team and users performance and identify coaching moments.
• You lead a team of agents and focus on performance, quality, and coaching.
• You manage calls and messages in the Aircall Workspace, staying connected to the agent experience.
• You can’t manage the technical configuration (number settings, user creation, etc.), but you collaborate closely with Admins to refine call routing and configurations as your team's needs evolve.

Your path:

• Start with the Admin & Supervisor getting started guide: your first 30 days with Aircall to understand setup and processes
• Review the Agent getting started guide: using Aircall every day to learn the daily tools your team uses in the Aircall Workspace to support them directly.

I am an Agent

Your primary Aircall Activities:

• You spend most of your time communicating with customers or prospects and handling their calls and messages.
• You work in Aircall Workspace (mobile/desktop/webapp), and often inside your CRM or helpdesk using Aircall CTI (if applicable) or click-to-call.
• You add notes, apply tags, and follow up on your inbox so conversations are documented and customers or prospects are properly handled.

Your path: Agent getting started guide: using Aircall every day

Note: The getting started guides per role (Admin & Supervisors and Agent) provide a fast, practical introduction to Aircall, including:
• What to do in your first week or month
• Which articles to read first
• How to complete onboarding tasks in the correct order
For a more structured in-depth training, you can access our Aircall Learning Lab.

Learn more with Aircall Learning Lab & Aircall Webinars

If you’re looking for more structured learning, with courses and advanced training, Aircall has a dedicated platform for this purpose: Aircall Learning Lab. It offers:

• Role based courses and tutorials with videos, quizzes, and scenarios
• Best practices and deeper explanations
• Material for internal training sessions

You can find details in the article Aircall Learning Lab: An overview, including direct paths for Admin, Agent, and Supervisor training.

In addition to the Aircall Learning Lab, you can check the Aircall webinars for live demos and deep dives on new features and use cases. Please visit our Aircall Webinars page to register for upcoming sessions or watch past webinars on demand whenever needed.

What to do next

Start by identifying your role using the descriptions above, then open the matching Getting Started guide respective to your role:

• Admin & Supervisor getting started guide: your first 30 days with Aircall
• Agent getting started guide: using Aircall every day 

If you’re an admin, don’t hesitate to share the relevant guides with your team (for example, the admin checklist with other admins/supervisors and the agent guide with agents) so everyone knows where to begin and can start adopting Aircall in the way that best fits their role.