Aircall Help Center | Managing missed calls on shared lines in Aircall Workspace

Managing missed calls on shared lines in Aircall Workspace

If your team shares a phone line, or a number routes through multiple teams via an IVR, it's not always obvious who sees a missed call, or when it disappears from view. This article explains the difference between a missed call, an assigned conversation, and an unread conversation, and how call routing affects who sees what on a shared line.

Key terms

Aircall Workspace tracks three separate things for every call: whether it's been viewed, whether it's assigned, and whether it's open or closed. These work independently of each other.

Term	What it means	Who it's visible to
Missed call	A call that wasn't answered before it ended.	Anyone with access to that line.
Unread	A new or unviewed update on a conversation, including a new missed call.	Tracked per user, but see the note below for shared lines.
Assigned to you	An open conversation assigned to a specific teammate for follow-up.	The assignee sees it here; everyone else with line access still sees it under Open.

Note: A conversation's Open or Closed status is shared across the whole team. The unread indicator is tracked per user, but once someone calls back, replies, or closes the conversation, it's marked as read for all teammates on that shared line, not just the person who acted.

Who can see a call on a shared line

You only see a line's conversations in your inbox if you have access to that line, either because you're individually assigned to it, your team is assigned to it, or you have outbound calling rights on it. This access is what determines whether a conversation appears in your inbox at all, separately from whether the call actually rang to you.

What happens to a missed call over time

A missed call follows the same lifecycle as any other conversation:

When it first comes in, it appears as Unread for every teammate with access to that line.
If someone assigns it to themselves or a teammate, it moves to that person's Assigned to you category. It doesn't disappear for anyone else, it stays visible under Open for the rest of the team, so nothing is hidden from view.
If someone calls back, replies, or closes it, the conversation is marked as read for all teammates on the line, and if closed, it's removed from Open for everyone. It's not deleted, it remains available in All.

Important: Closing a conversation clears its assignee automatically. If you close a missed call you were assigned to without following up, it moves out of Open for the whole team, so make sure it's actually been resolved first.

How IVR routing affects who sees a missed call

When a number uses an IVR (built in Smartflows) to route callers to different teams, each branch typically rings a specific team or set of agents through its own Ring To widget.

However, ringing and visibility are two separate things:

Only the users or team configured in the branch the caller actually navigated into are rung for that call.
Every agent with access to that line still sees the missed call or voicemail, even if they weren't the one rung and even if they're configured under a completely different branch of the same IVR.

Important: Being rung on a call and seeing it in your inbox are not the same thing. If you share a line with an IVR that has multiple branches, you will see missed calls and voicemails from every branch, not just the one you're assigned to.

This is a common source of confusion on lines with multiple IVR branches: agents on one branch may see missed calls or voicemails that were actually meant for a completely different team.

Note: To see which branch a caller went through on a specific call, check the call's details in the Call timeline or Call History in the Aircall Dashboard, which shows the IVR options selected along the way.

Best practices

Use assignment to make ownership clear on a shared line, rather than relying on who happens to see the call first.
Add notes or tags when assigning a conversation, so the assignee has full context without needing to ask around.
If a call keeps getting missed by the wrong team, check the IVR branch's Ring To configuration in Smartflows rather than assuming a Workspace visibility issue.
Don't close a conversation just to clear it from your Open view; closing affects the whole team, not just you.

FAQs

If a teammate calls back a missed call on our shared line, does it disappear from my inbox too?

It's marked as read for you, since handling the conversation clears the unread indicator for everyone on the shared line. If the conversation is also closed, it moves out of Open for the whole team, though it remains accessible in All.

I'm on a shared line with an IVR. Why didn't I see a missed call that came through a different branch?

That call likely rang to a different team through a different Ring To widget in the IVR. Having access to the number lets you see its conversation history, but you only get rung, and see the call as new or unread, if you're part of the branch the caller actually selected.

Does assigning a missed call to a teammate hide it from the rest of the team?

No. It moves to that teammate's Assigned to you category, but it stays visible to everyone else with access to the line under Open, so the team keeps full visibility.

Can I see missed calls for a line I don't currently have access to?

No. You only see a line's conversations, including missed calls, if you're individually assigned to it, your team is assigned to it, or you have outbound calling rights on it.

Key terms

Aircall Workspace tracks three separate things for every call: whether it's been viewed, whether it's assigned, and whether it's open or closed. These work independently of each other.

Term	What it means	Who it's visible to
Missed call	A call that wasn't answered before it ended.	Anyone with access to that line.
Unread	A new or unviewed update on a conversation, including a new missed call.	Tracked per user, but see the note below for shared lines.
Assigned to you	An open conversation assigned to a specific teammate for follow-up.	The assignee sees it here; everyone else with line access still sees it under Open.

Note: A conversation's Open or Closed status is shared across the whole team. The unread indicator is tracked per user, but once someone calls back, replies, or closes the conversation, it's marked as read for all teammates on that shared line, not just the person who acted.

Who can see a call on a shared line

What happens to a missed call over time

A missed call follows the same lifecycle as any other conversation:

When it first comes in, it appears as Unread for every teammate with access to that line.
If someone assigns it to themselves or a teammate, it moves to that person's Assigned to you category. It doesn't disappear for anyone else, it stays visible under Open for the rest of the team, so nothing is hidden from view.
If someone calls back, replies, or closes it, the conversation is marked as read for all teammates on the line, and if closed, it's removed from Open for everyone. It's not deleted, it remains available in All.

Important: Closing a conversation clears its assignee automatically. If you close a missed call you were assigned to without following up, it moves out of Open for the whole team, so make sure it's actually been resolved first.

How IVR routing affects who sees a missed call

When a number uses an IVR (built in Smartflows) to route callers to different teams, each branch typically rings a specific team or set of agents through its own Ring To widget.

However, ringing and visibility are two separate things:

Only the users or team configured in the branch the caller actually navigated into are rung for that call.
Every agent with access to that line still sees the missed call or voicemail, even if they weren't the one rung and even if they're configured under a completely different branch of the same IVR.

Important: Being rung on a call and seeing it in your inbox are not the same thing. If you share a line with an IVR that has multiple branches, you will see missed calls and voicemails from every branch, not just the one you're assigned to.

This is a common source of confusion on lines with multiple IVR branches: agents on one branch may see missed calls or voicemails that were actually meant for a completely different team.

Note: To see which branch a caller went through on a specific call, check the call's details in the Call timeline or Call History in the Aircall Dashboard, which shows the IVR options selected along the way.

Best practices

Use assignment to make ownership clear on a shared line, rather than relying on who happens to see the call first.
Add notes or tags when assigning a conversation, so the assignee has full context without needing to ask around.
If a call keeps getting missed by the wrong team, check the IVR branch's Ring To configuration in Smartflows rather than assuming a Workspace visibility issue.
Don't close a conversation just to clear it from your Open view; closing affects the whole team, not just you.

FAQs

If a teammate calls back a missed call on our shared line, does it disappear from my inbox too?

I'm on a shared line with an IVR. Why didn't I see a missed call that came through a different branch?

Does assigning a missed call to a teammate hide it from the rest of the team?

No. It moves to that teammate's Assigned to you category, but it stays visible to everyone else with access to the line under Open, so the team keeps full visibility.

Can I see missed calls for a line I don't currently have access to?

No. You only see a line's conversations, including missed calls, if you're individually assigned to it, your team is assigned to it, or you have outbound calling rights on it.