⚠️ A progressive roll-out is underway. You’ll be informed when it’s time for your company to transition.
Before you can start making calls through Aircall, you will need to make sure you have the following components set up:
- At least one number added on the dashboard with your user or team assigned
- At least one user added on the dashboard and assigned to a number
Choosing your Number
If you are assigned to multiple phone lines, you can make prior configurations of your default number in the Settings. Otherwise you can set it in the start conversation view or select a different number from a default one.
- Open Aircall Workspace and click on the Start a conversation button
- If you are assigned to multiple numbers, select a line to call from if different from the default number you have set
How to make an outbound call
Once you select the number that you would like to use:
- You can use the text bar to search for a saved Contact or Aircall teammate, or can type in a number
- Alternatively, you can use the Keypad to type out a number.
- Click Call now to start the call!
⚠️ If you type a number without adding its country calling code, it will automatically be associated with your default country calling code.
You will need to change the country code in the case the number you are calling has a different country code. There are two ways to perform this action:
- Click on the country flag located in the upper left-hand corner of the app and search for the country
- Use the keyboard to type out the country code
You can also set a new default country code from this view, if required.
In addition, you can make outbound calls throughout the Contacts section or the Inbox:
Inbox section
Contacts section
Handle outbound call
Once the call is accepted you will be able to view/use all the in-call view/actions explained in this article.
Context of outbound call
The call context is now presented in a customer conversation format, displaying the complete interaction history across all channels (voice, SMS/MMS) for a specific Aircall line and customer number(s), or the associated customer profile, if available.
Conversation context is displayed depending on the configurations of a plan and information availability. Here are its main sections:
- Header: Customer Name (if known) and Number, Aircall Line, and main actions - Assign, Call, Close conversation, Add to Power Dialer (if included in the plan)
- Conversation: Interaction bubbles for all channels with assets, if available, system logs keeping a trace of the main user actions
- Footer: Digital interactions via SMS/ MMS (if Aircall line is eligible)
- Context snapshot: AI-driven context, Customer profile, Related conversations
⚠️ Note: To see AI-driven context activation of the trial or AI add-on will be required.
Changing views - toolbar availability
While on a call, if you navigate away from the conversation view, you can still monitor the active call and return to it easily.
Options:
- Detach the toolbar into a separate window allowing flexibility, even outside the Aircall app (available only for the downloaded app)
- Switch views within the app; the toolbar will appear in the bottom-left corner with key call actions
In both cases, you can manage call actions and return to the full conversation view by clicking the toolbar. Additionally you can see the CRM insight card, if configured, from the reduced toolbar.