July 2023

ANALYTICS

Analytics+ | Unanswered Calls Dashboard: Introducing a brand new dashboard for Analytics+ customers, designed to help you minimize unanswered calls. View metrics and KPIs to understand how many calls are going unanswered and how to respond to keep them at a minimum. To learn more, read the Knowledge Base article here. 

DASHBOARD

Numbers | New Call Routing: Introducing a new, visual way to personalize your inbound call distributions with an intuitive point-and-click editor. When a new Number is created, this new flow is how admins will configure IVR menus, business hours, which teams or individuals will receive calls and voicemails, and more. 

To edit an existing call distribution, admins can go to the Numbers section in the Dashboard, select the number you want to edit, and click on the “Call Distribution” tab. You can learn more about Aircall’s new call routing here.

INTEGRATIONS

Zendesk Talk Partner Edition (TPE): the brand new version of our Aircall x Zendesk integration is here! Aircall is one of the first partners to integrate with the most recent version of Zendesk Talk Partner Edition. This extended beta includes several new exciting capabilities such as: 

• Standard call object logging*: a condensed and customizable way of logging calls, with up to 13 fields to display.
• Custom insight cards: select the most relevant information for your business to be shown to agents before the conversation even begins, with up to 5 customizable fields
• New assignment rules will allow to select multiple rules per user as well as benefit from the search feature and alphabetical order sorting

* Access to either Zendesk Suite or Talk Partner Edition is required for standard call object logging to work. Please speak to your Zendesk representative to learn more. All other features will work as intended for all customers.

Front Improvements: Our integration with Front has been improved for greater stability and performance, and includes new capabilities:

• Sync tags and log SMS to Conversation pages in Front 
• New Insight Cards will now show the contact name & email, along with links to the Front Contact and Conversation pages

Zoho Improvements: Our integration with Zoho has been updated to a new version for greater stability and performance. Learn more here to update your Zoho integration. 

Our App Marketplace is growing! Here are our newest additions:

Ada Support: Ada is an AI-powered customer service automation platform that makes it easy for businesses to automatically resolve customer service conversations on phone and messaging channels.

Playvox WFM: Playvox is a Quality and Workforce Management solution for support teams and the omnichannel contact centers of today. The integration provides AI-driven forecasts & schedules for all of your channels including voice, email, chat, and more.

Invelo: Invelo is a Real Estate crm. The platform aims to provide investors with everything they need to run and scale a successful real estate investment business in one place.

June 2023

AIRCALL ADD-ONS

Advanced Messaging: A new Aircall add-on is available for teams to scale their SMS outreach with robust text messaging features such as MMS, collaborative inbox, contacts, bulk messaging, templates, automated workflows, and more. To learn more about this add-on, contact your customer success manager. Note, this add-on is for US customers only.  

   

Aircall Surveys: Aircall Surveys allows you to send after-call surveys by SMS or email to measure customer satisfaction and team performance on the phone. Learn more about this new add-on here.

PHONE

SMS | Start a Message: Initiate text conversations through the dedicated messaging section in the phone app on desktop and mobile for faster access to SMS conversations and a better messaging experience overall. 

DASHBOARD

Analytics Improvements: We’ve made some small (but impactful) tweaks to different analytics dashboards, like allowing the ‘Tags use overview’ chart to be filtered by missed call reasons in the Overview dashboard, making our Business Hours filter in Analytics+ more intuitive, adding a weekly data breakdown to Analytics+ and Monitoring, and adding the metric ‘# of answered calls within SLA’ to the Monitoring dashboard. 

DESKTOP

Poly headset controls: Now users can pick up, decline, hang up, mute, and unmute calls directly from wired Poly headsets to increase daily productivity. Check if your headset model is fully supported here.

Call Reconnection: To keep more calls connected even in challenging network conditions, the Aircall Phone will attempt to reconnect with an available network for up to 15 seconds.  

INTEGRATIONS

Salesforce Improvements: Our integration with Salesforce Sales Engagement has been improved to include call tagging in the Aircall Custom Voice Object. Using call tags is a great way to categorize and sort your call activity into reports, and can be used to trigger automated workflows in Salesforce to increase efficiency. Learn more about our integrations with Salesforce Sales Engagement here.

Shopify: Our integration with Shopify has been updated to a new version for greater stability and performance. Learn more here to update your Shopify integration. 

May 2023

DASHBOARD

Users | New Roles & Permissions: Secure access to the Aircall Dashboard and define actions that a user can perform with four user roles that can be assigned to your organization’s users based on what Dashboard sections and rights they need to perform their job. 

To update a user's role, admins can head to the Dashboard > Users > User Profile > Profile Settings > Update Roles.

Stats | New Overview dashboard:

Deprecation of the former Overview page from the Stats section of the Dashboard is now effective and has been replaced by new Overview and Call History dashboards. Together, these two dashboards provide a view of important key performance indicators (KPIs) for inbound calls, outbound calls, and SMS (if enabled), and allow you to download all of your call data as required. 

You can learn more about the new Overview dashboard here.  

 

PHONE

New Messages Section: Introducing a new, dedicated messaging section in the phone app on desktop and mobile for faster access to SMS conversations and a better messaging experience overall. Plus, Settings is now moved to the top left corner of the app to easily reconfigure your settings from anywhere within the app.

 

Settings | Noise Cancellation: Experience clearer calls and have more effective conversations with customers by removing background noises and nearby human voices while on a phone call. To enable it, head to your Aircall desktop app and choose Settings > Preferences > Sounds and toggle on “Noise Cancellation.”  

 

ANDROID

Improved Call Details UI: Call details such as tags, notes, call assignment, and call history are now separated into sections, making it easier to find important post-call information.   

 

INTEGRATIONS

HubSpot Conversation Intelligence: You can now listen to, share, and analyze calls made with Aircall directly in HubSpot via our new integration with HubSpot Conversation Intelligence. Cut down manual and administrative work to focus on customer insights as well as  actionable information to better coach your teams. Learn more about FAQs and how to activate this feature here. 

 

 

HubSpot: In addition, our HubSpot integration has also been improved to include new capabilities. 

• Customize your HubSpot Insight Cards from the integrations Settings page in the Aircall Dashboard. Admins can select up to 5 details to display on each Insight Card type, according to what information is more relevant to their business.
• SMS logging now includes new properties added to Contact, Company and Ticket objects that improves reporting capabilities in HubSpot and can trigger new automation workflows using SMS activity.
• The Call ID now appears during the call answered event, not at the end of the call

 

April 2023

DASHBOARD

Call Settings | Call transcription: For all recorded calls, it is now possible to read a transcript of the audio. Call transcriptions are available in the Dashboard, under Call Settings > scroll right to find the “Play recording/voicemail” column, and then click on the “Play” icon to access the recording and transcript. Or, if an asset link for a recording or voicemail is logged in your CRM or Helpdesk, you can reach the recording and transcription via the link from your call log. 

Call transcription is currently available in English and French and enabled by default on US, GB, AU and FR numbers. Learn more about FAQs and how to use Call Transcription here.

 

 

MOBILE

Voicemail playback speed: Android and iOS users can now change the playback speed (up to 2x) of a voicemail recording to a faster setting, enhancing productivity by spending less time listening to messages.

 

 

INTEGRATIONS

Zoho:

Our integration with Zoho has been improved for greater stability and performance, and includes new capabilities. 

• Control how calls to/from new contacts will create a Lead, Contact, or Account
• Sync tags between your calls and your Zoho CRM Account, Contact, and Lead pages
• Log SMS messages to both your Timeline and Notes sections 
• Insight cards will now show up to the two most recent Deals associated with your contacts

Learn more here to update your Zoho integration.

 

March 2023

PHONE & DASHBOARD

 

Single Sign-on (SSO): Aircall now offers SSO for the phone and dashboard to certain customers with a higher number of users, allowing users to login through their company's existing identity provider (Okta, Auth0, JumpCloud, Ping One, or Azure AD). Contact your Account Manager to learn if your organization is eligible.

 

DASHBOARD

 

Here are the latest updates to the Stats section within the Aircall Dashboard:

 

Stats | New Metrics in Overview

• Average Call Talk Time: This is the average duration of both inbound and outbound calls, from the moment a call is answered until the end of the call. It does not include welcome messages or time spent in IVR, but does include time spent on hold or time spent transferring the call.

• Average Inbound Talk Time: This is the average duration of inbound calls, from the moment the agent first answers the call. It does not include the duration of welcome messages, time spent in IVR, or any calls that were not answered. It does include time spent on hold and time spent transferring the call.

• Average Outbound Talk Time: This is the average duration of outbound calls, from the moment when the recipient first answers the call. It includes outbound calls answered and outbound calls that went to voicemail.

 

INTEGRATIONS

 

Salesforce Sales Engagement: Now users can power through hundreds of calls daily with Aircall for Salesforce Sales Engagement. Increase your team's productivity with automatic call logging, fast-loading CTI, Quick Actions, Aircall Voice Object, and more. Learn about the integration here.

 

Zendesk: Our integration with Zendesk has been improved to include new capabilities.

• Create reports and view details about team performance using new data points from your Aircall conversations, including call duration and hold time.

• Aircall tags can be used to automatically set Zendesk ticket types or priority

• Log SMS conversations alongside phone calls in your internal notes within Zendesk.

Learn more here to update your Zendesk integration.

 

Pipedrive: Our integration with Pipedrive has been improved to include new capabilities.

• Log SMS conversations alongside phone calls in Pipedrive.

• Create reports and view details about team performance using new data points from your Aircall conversations, including call and SMS outcome.

• Sync Aircall tags into Pipedrive to automate common sales workflows and track common conversation topics.

Learn more here to update your Pipedrive integration.

 

 

February 2023

 

MOBILE

 

iOS: Warm Transfer is now available for iPhone users and can be used by agents to provide context about a conversation before transferring a call. This is especially valuable for handling difficult inquiries or offering their customers more personalized support.

 

Android: A new Foreground Service will now persistently display a user’s Aircall availability status via mobile notification (shown below) and serve as a shortcut to quickly open the Aircall app to make changes.

 

 

January 2023

DESKTOP

 

Yealink headset controls: Now users can pick up, decline, hang up, mute, and unmute calls directly from wired Yealink headsets to increase daily productivity. Check if your headset model is fully supported here.

 

US & CA Emergency Address: When Aircall detects that a user is using a US or Canadian phone number, they will be prompted to provide an emergency address that will be shared with responders when dialing the 911 emergency number. The emergency address feature is only available on Aircall's desktop, web, and CTI applications. Click here to learn more.

 

Voicemail Transcription: When receiving a Voicemail, it is now possible to read a transcript of the audio. Transcription is available in the Aircall phone app (desktop & mobile), from the History and To-Do sections. Voicemail transcription is currently available in English and French and can be configured on any number. It is enabled by default on US, GB, AU, and FR numbers. You can read more about it here.

 

MOBILE

 

Android: The Aircall app is now optimized for Android 13. Versions older than Android 7 will no longer be supported in the same way. For the best performance with your Aircall app, including access to the next feature releases, please update your devices to Android 8 or newer.

 

DASHBOARD

 

Line configuration for call and voicemail transcription: Customers can now enable or disable Transcription on each number through the line configuration. Voicemail transcription is enabled by default for US, GB, AU, and FR numbers for English and French languages only.

 

INTEGRATIONS

 

HubSpot: The ways in which transferred calls are logged in HubSpot have been improved.

• If a call is transferred to an agent who has a HubSpot account, the activity will be assigned in HubSpot to that agent

• If a call is transferred to an agent who does not have a HubSpot account, the activity will be assigned in HubSpot to the default owner selected from the Dashboard settings

• If there is no default owner selected in the settings, the ticket will not be reassigned in HubSpot and will stay with the agent who is initiating the transfer

 

December 2022

DASHBOARD

 

Smart Player for Call Recordings: Users can now speed-up the playback of call recordings, and access call metadata such as phone number, duration, call direction and contact information (if available in Aircall). Fast forward, rewind, and recording link sharing has also been added. The smart player can be found when accessing a recording link from the Aircall dashboard, or from the call recording link logged in a CRM or Helpdesk via integrations.

 

 

INTEGRATIONS

 

HubSpot: Call I.D. now logs into the body of the activity in HubSpot. By cross-referencing the Call I.D., users can troubleshoot faster and with more accuracy. Additionally, the native Call Direction field is now being populated - use this field to create reports, lists, automations and more!

 

November 2022

DASHBOARD

 

User Availability Statuses: Admins now have more details about the reasons their users are not available to receive calls. These new user statuses are viewable from the Live Feed and Reporting sections of the dashboard to inform real time supervision or resource management decisions. Learn more about user availability statuses here.

 

 

*Aircall's new User Availability statuses can only be set by Users in the Aircall Phone Application, and cannot be set in the Admin Dashboard.

 

 

October 2022

DASHBOARD

 

Here are the latest updates to the Stats section within the Aircall Dashboard:

 

Stats | Overview

• New Overview dashboard in Beta: We have transitioned all Aircall admins to a new version of the Stats Overview Dashboard. This version includes new data and updated visualizations, and can be found in the Stats section of the Dashboard. Through January 2023, admins can switch between the new and legacy views. Learn more about the new Stats Overview dashboard here.

 

Stats | Monitoring

• New User KPIs: In the User KPIs table within the Monitoring section of the Dashboard, admins will find 3 new columns (Total Talk Time, Total Connected Calls, Total Inbound Call Time).

 

MOBILE

iOS: Voice calls can be started directly from an SMS conversation, and users can change their ringtone for inbound calls from the Settings page.

 

Android: When Unavailable, a banner will appear to clearly indicate a user’s status and allow a user to switch back to Available faster. Silence incoming calls from your Aircall app by pushing the volume button up or down.

 

INTEGRATIONS

 

Intercom: A new version of our integration with Intercom is now available. With this update, up to five fields from an Intercom contact profile – including custom fields – can be selected to display on Insight Cards. Additionally, Aircall tags can be synced to Intercom contacts that can be used to automate and segment outbound campaigns, customer follow-ups, and more. Learn more about the updated Intercom integration here.

 

Our App Marketplace is growing! Here are our newest additions:

 

Convin.ai: Record, transcribe and analyze all your sales conversations and uncover crucial business insights that are otherwise unseen.

 

Odoo CRM: Connect all your call information in this open source CRM. Users can surface caller data during a call and save it into client records and opportunities.

 

September 2022

DASHBOARD

Call Recordings and Voicemails are available within the Aircall Dashboard. Users no longer need to log into a separate website to play or download these messages as an MP3. All links to assets.aircall.io, such as links that are logged via integrations, will redirect to a new page inside the Dashboard.

 

MOBILE

iOS: The Aircall app is now optimized for iOS16 (older versions will no longer be supported). For the best performance with your Aircall app, including access to the next feature releases, please update to iOS16 today.

 

INTEGRATIONS

Our App Marketplace is growing! Here is our newest addition:

 

ActiveCampaign: Users can now leverage call data, log calls, and place calls from ActiveCampaign with Click-to-Dial. Learn how to personalize conversations and elevate the customer experience with the new ActiveCampaign integration here.

 

August 2022

DASHBOARD

A new Call History page is available within the Aircall Dashboard. Users can quickly access, filter, and export call activity over the last 6 months, including call recordings and voicemails.

 

 

MOBILE

Android: Faster screen loading, improved call transfer, and keeping users logged in when opening the application without an Internet connection (especially useful when the internet connection is unstable).

 

iOS: SMS notifications will show only when users are logged in and call notes can only be edited/deleted by the agent that created them.

 

INTEGRATIONS

Microsoft Teams: An automatically updated version of our integration with Microsoft Teams is now available. Users can place calls to customers directly from Microsoft Teams and collaborate with colleagues by sharing contact details in chats or channels. Search, add, and call Aircall contacts from Microsoft Teams using the new "Contacts" tab. Learn more about the updated Microsoft Teams integration here.

 

July 2022

DASHBOARD

Here are the latest updates to the Aircall Dashboard:

 

• Directly record messages in the Dashboard. In addition to uploading an mp3 or voice-to-text option, users can now record your own Welcome, IVR, Unanswered call, and After hours messages in the call distribution from the Dashboard.

• SLA calculation without IVR time on Analytics+. The SLA calculation has been improved to exclude the time callers spend inside an IVR.

• New call workflow setting for Pipedrive integration. Users can now decide how a missed call with a voicemail should be logged in the CRM when setting up Pipedrive integration from the Dashboard.

 

MOBILE

Android

The ringing time limit has been increased from 45 seconds to 3 minutes, giving your team more time to answer.

 

iOS

iOS15 users can now easily refresh the To-do and History pages by dragging your screen down, and can archive or assign calls from the To-do page by swiping right (see gif below).

 

INTEGRATIONS

Salesforce

SMS Logging is now available. To install Aircall's SMS Add-on package, please follow the instructions below:

• Toggle the setting "Enable SMS Logging" to "Yes" in the Aircall Dashboard.

• Install the latest CTI package through the Salesforce AppExchange.

• Install the latest SMS package by following the steps in this Knowledge Base article.

Learn more about SMS Logging in Salesforce here.

 

Our App Marketplace is growing! Here are our newest additions:

• Leadcamp: a modern Sales action platform that helps teams get more productive.

• Meta API: an advanced workflow builder using source code in a serverless environment.

• Tool4staffing: an applicant tracking system (ATS) powered by AI for HR and Recruiting teams.

 

 

June 2022

MOBILE

iOS Update

Users can now make (cold) call transfers to an external number or contact.

 

INTEGRATIONS

Zendesk Sell

An updated version of our Zendesk Sell integration is now available. The new version includes improvements around:

• Tag syncing

• Call outcome logging

• More information displayed in Insight Cards

• Owner assignment for missed calls

• Setting to log calls from unknown numbers as either leads or contacts

Learn more about the recent updates to the Zendesk Sell Integration.

 

Microsoft Dynamics 365

An updated version of our integration with Dynamics 365 is now available. This version includes the following new features:

• Sync call tags right to the Notes section of a lead or contact in Dynamics 365

• Configure call outcomes as complete, in-progress or nothing

• Automatically list outbound call status as made and inbound as received

Read more about recent updates to the Microsoft Dynamics 365 integration.

 

 

May 2022

DASHBOARD

Here are the latest updates to the Aircall Dashboard:

• It is now possible to set a Wrap-up time of 0 min, 0 sec for a user

• Add a User to a team straight from the Numbers & Teams tab of the User’s details

• Date formats for next billing date and subscription renewal in the Billing section of the My Company page are now adapted to the geography/language of the Admin

 

INTEGRATIONS

HubSpot

For customers with high call volume whose calls are not logging due to imposed HubSpot API limits, technical improvements have been released that reduce the number of HubSpot API calls made by ~30%. This performance improvement creates a more reliable call logging experience.

 

Intercom

An improved Intercom integration is now available. Any admins using the Intercom integrations with their account can now migrate over to the new technical infrastructure, a key step towards enabling scalable feature releases in the future.

 

The new version includes improvements around:

• SMS Logging

• Tag Syncing

• Improved Insight Cards with contact information and prior ticket details

• New call workflow, ticket creation, and user creation settings

 

Learn more about recent updates to the Intercom integration.

 

 

MOBILE

Android updates

Now agents will automatically see a list of teammates available to transfer a call to, an updated Working Hours page that is easier for agents to edit and configure, and an added loading animation appears when refreshing the To-do page to make it easier to identify changes.

 

 

April 2022

MOBILE

iOS updates

New agent productivity improvements such as SMS sound notifications, copy any phone number from the To-do, History, Call detail/ended, and contact detail pages, and the ability to copy the contact email address from the contact detail page.

 

DASHBOARD

Analytics+

Filters applied in either the Analytics+ or Monitoring dashboard are now saved during a session, so if admins move to another section and return, the same filters will be applied again.

 

 

INTEGRATIONS

Our App Marketplace is growing! Here are our newest additions:

• Appy Pie Connect: a low code software to build workflows between Aircall and dozens of other softwares

• Speakylink: a support software which enable agents to switch from phone to video while an a call with a customer

• Lya Protect: a French insurance CRM that enables call logging, insight cards, and more

 

March 2022

DASHBOARD

Agent availability

A new, faster way to change the availability of a User from the Dashboard. Admins can instantly switch between Available, Auto, and Unavailable by clicking on the down arrow in a User card.

 

INTEGRATIONS

Microsoft Teams

A new option has been added allowing users to preserve their manually chosen availability status in Aircall even if the status in Microsoft Teams changes.

 

MOBILE

ID Token Refresh Notification

Android and iOS users will see a push notification that prompts users to re-authenticate from 10 days before their ID token expires, which happens after 90 days in a row without logging out.

 

 

February 2022

New

ADMIN DASHBOARD

​​Activity Feed

 

 

In the User Availability widget of the Activity Feed, you can now check how long agents have been in their current status (available, unavailable, after call work, in call, offline). Inside each status, agents are ordered by the amount of time they have spent in that status (in descending order).

 

Call Distribution

We added new options when setting up the Call Distribution for a number.

• You can configure how long a call should ring to an agent, with a minimum of 10 seconds

• When you configure an IVR and the caller selects no option, you can both disable the replay of the IVR message and forward the call to an internal or external number.

 

Google Sign-in

Admins are now able to enable and manage signing into Aircall via Google accounts. When enabled, Google sign-in applies across all Aircall Products: Phone applications, Dashboard and browser extensions. All you need to know about Google Sign-in can be found here.

 

 

ANDROID & iOS

ID Token Refresh Notification

iOS users will see an in-app notification that prompts users to re-authenticate from 10 days before their ID token expires, which happens after 90 days in a row without logging out.

 

 

 

iOS

Quality rating section

Agents can now rate a call in the Call Ended view, and provide a reason if the rating is low.

 

ANDROID

App Roaming settings

Agents can now select in the app Roaming settings which media server they would like to connect with to help troubleshoot certain quality issues.

 

INTEGRATIONS

Our App Marketplace is growing! Here are our newest additions:

• Mindtickle - Call AI - Empowers revenue teams with industry-leading sales enablement, content management, conversation intelligence, and coaching tools - all in one place.

• mobiCRM - French CRM available on smartphones with an AI assistant.

 

January 2022

New

ADMIN DASHBOARD

New Admin Dashboard

 

 

We have transitioned all Aircall admins to a new version of the Aircall Dashboard, which was previously available in Early Access. This new version focuses on a revamped user experience, increased performances, and a brand new design aligned with our Phone. Find out more on the new Aircall Dashboard.

 

DESKTOP

Jabra headset controls

Pick up incoming calls, mute and unmute, adjust volume, and utilize light controls (e.g. busy light on during calls, flashing light when call is ringing) from wired Jabra headsets to increase daily productivity. Check if your headset model is fully supported here.

 

iOS

Contact creation

Create, edit, delete Aircall contacts from the iOS app.

 

ANDROID

Improved Settings UI

Now you can find the settings for adjusting Language and Working Hours under the Preferences Section of the Settings page.

 

 

INTEGRATIONS

NEW

Aircall now integrates with Microsoft Teams. Launch calls directly from Microsoft Teams, and synchronize user availability statuses between Teams and Aircall to prevent interruptions and missed calls. Learn how to configure the Microsoft Teams integration.

 

 

Salesforce

Accounts using the Salesforce integration have been migrated over to a new technical infrastructure, as a key step towards enabling scalable feature releases in the future. The new version includes improvements around:

• Missed call assignment

• Call record association

• Outbound click-to-dial call logging

Learn more about the recent updates to the Salesforce Integration.

 

November/December 2021

New

MOBILE

iOS and Android: Start or resume an SMS conversation with any contact, now directly from the contacts lists in the People section.

In the contacts list, you will now see a messaging icon next to the phone icon. In the case that a contact is not associated to any SMS-enabled phone number, this messaging icon will be greyed out and display an unavailable sign 🚫 over it.

 

November 2021

New

IOS and ANDROID

You can start or resume an SMS conversation with any contact directly from the contacts list in the People section.

In the contacts list, you will now see a messaging icon next to the phone icon. If a contact is not associated to any SMS-enabled phone number, this messaging icon will be greyed out and display an unavailable sign 🚫 over it.

 

 

 

Please note that SMS is currently available only for numbers in the US, Canada, UK, France & Australia.

Find out more about Business Text Messaging.

 

IOS

Now iOS users can do all the wrap-up activities on a single screen that is automatically shown upon hanging up a call.

 

DESKTOP

For Windows users, in addition to the Aircall app .exe installer, the Aricall .msi installer is now also available. Please contact your Aircall representative for details on how to access the file. The Aircall .msi installer enables companies to perform unattended app installations and updates.

Please refer to this article for more information.

 

ADMIN DASHBOARD

New version available in Early Access - new Dashboard designed to improve the admin user experience, increase performance, and align more with the Phone application. Find out more about new Aircall Dashboard.

 

October 2021

New

IOS and ANDROID

Start SMS from Contact details: Both iOS and Android mobile app users can start 1 to 1 SMS conversations from the contact details view.

 

ANDROID

Transfer call to a team: Users can now (cold) transfer calls to teams and not only to teammates (or externals).

 

IOS

New app version notification: iOS users will see a notification whenever there is a new version of the app. This way they are invited to upgrade to the latest version of the iOS app as soon as it is published.

 

In-call call quality notifications: If an agent is in a call, with the Aircall app in the background, and there is any call quality issue, a push notification will be sent to inform the agent and take action.

 

INTEGRATIONS

Our App Marketplace is growing! Here are our newest additions:

• Geckoboard - Displays metrics and data related to calls and agent status in real-time dashboards

• BigID.me - BigID.me is an intuitive, low-touch Privacy Center for self-service data rights management

• eDesk - eCommerce helpdesk for multichannel sellers

• REISift - Real estate sales and data management software

 

September 2021

New

DESKTOP & WEB

New Settings Page

A new Settings page layout was designed to create a better user experience for Aircall customers, including a more intuitive design, clearer text and descriptions, and bolder icons to help you navigate.

 

 

Network Diagnostics Panel

Perform call quality analysis on your user network to check suitability for VoIP calls. To run diagnostics go to your Settings page > Preferences > Quality > Network Diagnostics.

 

RINGING RULES

Longest Idle Time:

This new ringing rule is based on distributing incoming calls in an even or fair manner. Longest Idle Time will route calls to agents based on how long the agent was in an “available” status since the last time they answered a phone call. Find out more about Longest Idle Time.

 

Line Prioritization:

Incoming calls received on specific phone lines will be prioritized to available agents. Administrators can prioritize any phone lines and calls coming on those phone lines will be moved to the top of the queue over regular phone lines. All you need to know about Line Prioritization can be found here.

 

August 2021

New

iOS

Insight cards: Contact information from installed integrations (such as Salesforce and Hubspot), will be displayed when receiving or making a call to a recognized number.

 

ANDROID

Multiple selection and improvements in the To-do: Now it’s possible to select multiple calls in the To-do at the same time and assign or archive them to organize your list of tasks. You will also be able to see if a call has notes or tags added without opening it.

 

SMS MESSAGING

SMS is now available for French mobile numbers within Aircall, in addition to US, Canada, UK, and Australia numbers. Existing customers who would like to activate SMS should contact your account manager to check eligibility and rates or submit a ticket here.

 

July 2021

New

DESKTOP

Power Dialer and Click-to-dial Extensions:

Previously only available for Google Chrome, the Aircall Click-to-Dial and Power Dialer features are now available for more browsers including Firefox and Microsoft Edge.

 

iOS

SMS push notifications:

Previously available only on the desktop and Android apps, iOS users with SMS enabled will see a push notification when receiving a new SMS message and will be able to reply directly from it.

 

Call History:

Quickly navigate from one call to another through the call history section of the iOS app.

 

ANDROID

Search and filter on Call History:

Now you can search and/or filter for a call that you made or received in the Call History section of the Android app. Calls can be found by date, call type, lines, tags, and teammates.

 

 

Notes and tags added to To-do tasks:

To-do tasks now show if the call has notes or tags added. Date and time were also added to the To-do and History sections. The time is displayed as AM/PM or 24h depending on the phone settings.

 

SMS MESSAGING

Native text messaging capabilities are now available for US, Canada, UK, and Australia numbers (coming in August for French numbers). Now you can send and receive text messages using Aircall on desktop, iOS, or Android. Customers who would like to activate SMS should contact your account manager to check eligibility and rates, or submit a ticket here.

 

INTEGRATIONS

NEW: Aircall is the first telephony app to integrate with monday.com! Start calls within Monday and log calls onto Monday boards. Learn how to configure the monday.com integration.

 

Our App Marketplace is growing! Here are our July 2021 additions:

 

Bloobirds - Sales empowerment platform that helps your sales reps eliminate admin tasks and book and close more deals

 

Daton - Replicate data from Aircall to your cloud data warehouse in minutes

 

Zoho Flow - Connect Aircall to any third party software and automate your workflows

 

June 2021

New

iOS

Contact sync in real-time: Users will now have a shortcut to open the CRM and edit the contact info. Those changes will be available in the app when coming back from the CRM.

 

INTEGRATIONS

Our App Marketplace is growing! Here are our June 2021 additions:

 

Jiminny - Transcribe calls and help sales reps reach their full potential

 

Reecall - Optimize your support center and be available 24/7 with the help of an AI assistant

 

May 2021

New

DESKTOP

 

Chrome Update

Aircall is now optimized for Google Chrome v87 or higher (older versions are no longer supported). Please update your Chrome version for the best performance.

 

iOS

Contact Synchronization

If you use Salesforce, HubSpot, Pipedrive, Zendesk, or Intercom apps on your iOS phone, you can automatically sync your contacts to Aircall in the iOS app.

 

 

iOS & Android

Refer-a-friend

You can now refer a friend to Aircall directly from your mobile app’s Settings panel. Earn up to $300! Learn more here.

 

 

 

 

ANDROID

V3.21.0 Fixes issues such as audio output and unwanted ringing/vibration.

 

INTEGRATIONS

Our App Marketplace is growing! Here is our May 2021 addition:

 

• HubSpot Operations Hub - DataSync by Hubspot This integration automates bi-directional contacts sync between HubSpot and Aircall.

April 2021

New

iOS

Version Management

This update allows us to send prompts to notify customers when an update to more recent versions of the Aircall App is required for the best performance.

 

 

 

 

 

 

V5.3.1 Fixes issues such as improved error messages and more accurate People search.

 

INTEGRATIONS

Our App Marketplace is growing! Here are our April 2021 additions:

 

• Gmail Add-on by Workspace Automation - Enables agents to retrieve the context of their call history right within their Gmail inbox.

 

• Paytia - Provides a simple way for Aircall users to take customer payments securely during calls.

 

March 2021

New

DESKTOP

 

Setting up Connection Roaming:

This feature functions similarly to the roaming configuration in cellular devices, where the user can choose to lock their Media Server geographic location or enable dynamic routing. This option may be useful for users who travel frequently and would prefer not to have to remember to update this call setting each time they arrive at a new location. Selecting your roaming location helps users who may have been experiencing call-distance related issues and lets them take quality control into their own hands.

 

 

 

ANDROID

 

Warm transfer:

Make a warm transfer by speaking with a teammate or contact before you transfer the call.

 

 

 

Ringtone selector:

Users can now select the ringtone they want for their sound notifications. This setting can be updated in your app preference.

 

 

INTEGRATIONS

 

HubSpot:

• Owner Assignment Update - Missed calls will now be left unassigned by default. Admins can select the default assignee through a drop-down list of HubSpot Owners.

 

Our App Marketplace is growing! Here are our newest additions:

• Fire Tiger - Use real-time employee performance data, including call data from Aircall, to set personalized goals and boost employee engagement through gamification.

• Integrately - Choose from over 250K+ ready-to-use 1 click automations and automate your business in just a few minutes.

• Tray.io - Create sophisticated workflow automations that streamline data movement and actions across multiple applications, including Aircall.

 

February 2021

New

iOS App:

 

The To-do list

This lets you better organize your call log, prioritize follow ups, and manage call activity. Utilizing your to-do section leads to more efficient workflows and team-wide collaboration.

 

Improvements / Enhancements

 

Android App:

Various refactoring and technical updates have been made. Continuous Integration has been enhanced which will allow us to release future updates faster and more easily.

 

January 2021

New

Android App

Cold Transfer

 

The Android app now includes the ability to make cold transfers. You can transfer a call to another agent or to an external contact or number.

 

Integrations

Our App Marketplace is growing! Here are our newest additions:

AI & Transcription

• Enthu.ai - Transcribes calls and helps QA Managers identify the most relevant calls to QA.

• Gaston - Transcribes voicemails and sends voicemail transcriptions to reps via email or push notification

Improvements / Enhancements

 

iOS App

 

v5.1.3

Fixes issues such as unwanted logout, empty history, and empty teammates

 

v5.1.4

New Pusher SDK solves issues related to real-time data in the app such as Hold, Transfer, and other actions. This release improves app stability and response time.

 

 

 

November / December 2020

New

Android App

Conference Calls

 

Have up to 5 participants on a call, and see who you're actually talking to by viewing the participant list. Control conversations with the ability to put a participant on hold, have them leave the call, or leave the call yourself but let participants remain.

 

 

Post-call Quality Information

 

The app will show call quality information at the end of a call to detect if users experience latency, jitter, or packet loss.

 

iOS App

New languages available: 🇮🇹 Italian & 🇳🇴 Norwegian

 

We have modified the onboarding language selection screen to be able to scale and fit in new languages. We have just added Norwegian and Italian to the language preferences and more languages are coming soon.

 

Tags

Tags are now available to organize your calls.

 

Integrations

Our App Marketplace is growing! Here are our November new additions:

Productivity

• QueryBoost

Improvements / Enhancements

 

Android App

 

Added tracking for “Concurrent Call” permission.

 

 

October 2020

New

Phone Application

Language selection enhancement

 

We have modified the onboarding language selection screen to be able to scale and fit in new languages. We have just added Norwegian to the language preferences and more languages are coming soon!

 

 

Integrations

Our App Marketplace is growing! Here are our September/October new additions:

 

HR and Recruiting

• Recruitly

Helpdesk (and eCommerce)

• Richpanel

Productivity

• Simplifier

Improvements

Phone Application

Copy & Paste function on CTI

 

If you’re using a CTI dialer, the copy/paste function may have been disabled for some users as a result of partner permissions. If a user does not have the permissions, we will now display the Copy call ID field instead.

 

 

Dashboard

We’ve improved our support widget in the Dashboard. You can now more easily access the Knowledge Base, Chat with us, or report an issue.

 

After logging in to the Dashboard, navigate over to the upper right-hand corner of the screen and click on the question mark to access more options.

 

 

September 2020

New

iOS MOBILE APP

The new Aircall mobile app for iOS is here!

 

We’ve made some major changes which include updated code for better performance, a fresh design, and greater consistency with the Android and desktop apps.

 

Learn how to set up the new app here and how to use it here.

 

Coming soon to the new app:

• To Do section

• Contact creation/edit

• Tagging

 

Android Mobile App

Dark mode

 

Introducing dark mode for your Aircall Android app! You can make the switch in your app settings > preferences.

 

Concurrent call management

 

When you’re in-call with Aircall, you’ll still be able to receive and answer a personal call. You will get a notification alerting you of an incoming call and have the option to answer (which will put your first call on hold) or decline to better manage calls.

 

 

August 2020

New

Integrations

Our App Marketplace is growing! Here are our July/August new additions:

Quality Assurance

• EvaluAgent

• MaestroQA

Data and Reporting

• OneUp Sales

CRM

• Onpipeline

HR and Recruiting

• OTYS

• TalentLyft

Sales Automation

• QuickMail

 

Android Mobile App

Call-ended view

 

The `End Call` flow is now available when a user finishes a call.

 

Fix

Android Mobile App

• The onboarding screen is fixed. Users may have appeared cropped on some devices.

• Users will no longer be stuck on the line selection screen when a contact or a local contact has multiple numbers

• Fixed transfer information in the call-detail view

 

July 2020

Improvement

ANDROID MOBILE APP

 

Concurrent call management

 

When you’re in-call with Aircall, you’ll still be able to receive and answer a personal call. You will get a notification alerting you of an incoming call and have the option to answer (which will put your first call on hold) or decline to better manage calls.

 

New

New App: Weather by Aircall

See the weather, location, and temperature of a caller in your phone UI, based on their phone number.

 

Learn More or Try it Out

 

 

June 2020

Desktop App, Mobile App, Chrome Extension

 

Aircall is now available in additional languages!

Our desktop phone, mobile apps, and chrome extension are now available in French, German, and Spanish. You will be prompted in the app to update your language preferences and can adjust at any time within your user settings. Learn more about how to change your language settings here.

 

 

Android Mobile App

Merge existing contacts on Android

When you create a new contact, Aircall will check to see if it's an existing contact and give you the option to merge or override it to prevent duplicates.

 

Contact synchronization on Android

If you use Salesforce, HubSpot, Pipedrive, Zendesk, or Intercom apps on your Android phone, you can automatically sync your contacts to Aircall in the Android app.

 

Integrations

Our App Marketplace is growing! Here are our May/June new additions:

 

AI & Transcription

• Chorus.ai

• Modjo

• Wingman

Data & Reporting

• HappyFox BI

Help Desk / Productivity

• Aircall Now for Intercom

SMS

• Heymarket

• Sakari

• Salesmsg

We have launched our new Developer website!

Find all the information you need about our API & Webhooks in a platform that’s easy to use and full of useful tutorials and documentation. You'll even notice that it's available in dark mode!

 

We want to give our customers, partners, and developers all the tools needed to develop Aircall features with their workflow. Check it out here.

 

Improvements

ADMIN DASHBOARD

More flexible account configuration

Within the Aircall dashboard, Admins will experience an improved flow when:

• Create a number without assigning a user.

• Create a user without assigning a number.

• Create a team without assigning any users.

 

Feel free to follow our setup guides here if you should need a refresher:

 

Adding a New User

Creating a New Number

Adding a Team

 

Phone Application

To-do enhancements

Improvements to the To-do section include; better visibility, prioritization of tasks, and more intuitive UI for a better workflow.

• Call grouping: voicemails are now included in the Missed calls section and voicemails from the same contact are listed together.

• New selections: users can now access the Archive all button from the main view at the top of the screen.

• Clickable actions: users can select one or multiple calls to display a new action banner with actions such as Select all, Assign, or Archive.

 

April 2020
New User Interface for the Call Ended View 

In response to user feedback, we are updating the design of the Call Ended View to make it easier to take relevant actions at the end of a call. 

 

• You will now see the Navigation Menu at the bottom.

• You’ll see contact information, call information, and the same core action components as the In-Call State. 

• Notes, tags, and assignments are pushed when this screen is dismissed.

• You will be able to receive calls from this view.

• Smiley ratings have been changed to Star ratings.

 

 

Mandatory Tagging

If a user has Mandatory Tagging enabled, it will take precedence over the Call Ended screen as an implies that an action needs to be performed here. Once the tag(s) have been selected, then you’ll move to the Call Ended Screen. You will not be able to receive new calls when you are stuck in Mandatory Tagging.

 

Wrap-Up Time

When you have a Wrap-Up time enabled, you’ll now arrive at the Call Ended screen, but, you’ll see a banner at the bottom of the Phone along with the Navigation Bar. You will not receive new calls unless you click on Back now. Once the Wrap-Up timer finishes, the banner will change to green to match your availability status and you can now receive new calls.

 

 

 

Feedback Screen

The Feedback screen is now available on the Call Ended screen. When you rate 1 or 2 stars, you’ll then receive the What went wrong screen.

 

(Please note: stars are not displayed after every single call, but will happen at random.)