⚠️ A progressive roll-out is underway. You’ll be informed when it’s time for your company to transition.
General
What is Aircall Workspace?
Aircall Workspace is a customer communication platform where customer calls and texts are brought together in one unified cross-channel timeline, alongside CRM context and AI-powered insights—all in one place. It streamlines customer conversation management through the inbox and fosters efficient team collaboration.
For more information about Aircall Workspace, please visit: What is Aircall Workspace?
Is Aircall Workspace available to all Aircall users?
Yes, all users with an Aircall account can use Aircall Workspace.
How do I access Aircall Workspace?
If you have an Aircall account, please access Aircall Workspace via Chrome browser at https://workspace.aircall.io/ or download a desktop application of Aircall Workspace for Mac or Windows.
Is there a cost for Aircall Workspace?
There is no additional cost to use Aircall Workspace.
What are the system requirements for using Aircall Workspace?
Prerequisites are the same as for Aircall’s Desktop or Web Phone apps, namely:
- Operating systems: Windows, Mac Intel, and Mac Apple Silicon
- 64-bit version of Windows 10 / Windows 11 or macOS 10.16+
- Minimum 4GB of RAM
- Intel i5 dual-core, Apple M1 processors, or equivalent
- 🚫 The Aircall Desktop Application is not supported on Linux or on Chromebooks. You will need to use the web application in these instances
- 🚫The Aircall Web Application is not supported on iPad
- 🚫 The Aircall Web Application is not supported on iPad
- ⚠️ Please note that the use of remote or virtual computers is not recommended for Aircall
- Web Browser: supported only on Google Chrome (the most recent version)
For more information on requirements, please visit: Device & Headset Recommendations
Change Management
When will the roll out happen?
At a selected time, your account will be invited to join Aircall Workspace. Users will be notified by email and in-app prompts encouraging them to discover Aircall Workspace.
Where can I find documentation and training materials about Aircall Workspace to share with my teams?
Here are some resources available to everyone:
- What is Aircall Workspace?
- Aircall Workspace Learning Lab course. The course is available to any role (agent, admin, etc.) with an Aircall account.
Is it possible to know the exact date when the transition will occur for my organization?
Your customer success manager is the best person to reach out to with this question to help coordinate the transition for your team.
Will Admins be notified first before Agents see notifications inviting them to try Aircall Workspace?
Yes, the admins will receive the pre-announcement email before all users and roles will be invited to discover Aircall Workspace.
Is switching to Aircall Workspace (from the Aircall Phone) mandatory?
Yes, it is, because the Aircall Phone will eventually be deprecated.
Does the whole team have to switch to Aircall Workspace at the same time or can some do it and others stay on the existing app?
We strongly encourage everyone to join Aircall Workspace as soon as they are notified. Certain rules and workflows are changing in Aircall Workspace, and using both apps in parallel within the same team may lead to data inconsistencies.
Are the Aircall Phone and Aircall Workspace synchronized? Meaning can I use them in parallel?
While data syncs between both apps, we don’t recommend using them simultaneously, as workflow differences can cause confusion in how information appears.
Platform Availability
Do you have plans to make any modifications to the CTI, or the phone that is embedded within some integrations?
Yes, at a selected time, your account will be invited to switch to the new CTI version. Users will be notified by in-app prompts encouraging them to transition to the Aircall Workspace CTI. For more information please visit Aircall Workspace - CTI.
Will the mobile app be available at the same time as launch?
Yes, at a selected time, a mobile alert will prompt users to upgrade to the latest version. For more information please visit Aircall Workspace - Mobile.
Is Aircall Workspace available to everyone or only in certain regions?
Aircall Workspace is available to all customers in all regions.
What impact will the roll-out have on agents using the Browser Extension?
The existing browser extension works with Aircall Workspace - just ensure it’s updated and the “Use Aircall Workspace” toggle is on.
Usability & Access
How can I access a voicemail player and a transcript from my Inbox?
Simply click on the conversation in the Inbox to access its full details — voicemail player, transcript, and all related interactions — neatly displayed in the unified timeline.
How can I access my SMS only view?
We recommend a more unified approach—treating each new inbox item as a complete conversation per contact, regardless of channel, to ensure smoother and more seamless communication. And we are exploring ways to improve at-a-glance visibility.
Why do missed calls show under the “Unread” category? I expected only new messages there.
Unread category regroups all inbound new/ not yet viewed or marked-as-unread conversations (including new missed calls, new SMS/MMS, etc.). For more information please visit Aircall Workspace - Inbox - Conversations or use Learning Lab for guidance.
To-Do Logic vs Inbox
Why don’t missed calls disappear from the Inbox after a callback?
Since the workflow in AW differs from the Phone app, you can enable “auto-close conversation after call” to automatically remove handled items from the active view. For more information please visit: Aircall Workspace - Call settings.
Why do assigned conversations still show in shared Inbox categories?
Assigned items appear in the Open category to ensure visibility—useful for supervisors or teams with light assignment workflows. To adopt a workflow closest to the old Phone behavior, we recommend focusing on the “Unassigned” view and adjusting your category display in the Account Settings. For more information please visit: Aircall Workspace - Inbox - Conversations.
Why are there many categories in the Inbox?
The number of visible categories is customizable - you can adjust them to fit your needs directly in Account Settings. For more information please visit: Aircall Workspace - Account settings.
Can we filter to only see missed calls, requests of callbacks, etc..?
Yes, you can view missed calls and callback requests categories in the Calls view of your Inbox or apply the call type filter in Call History. For more information please visit: Aircall Workspace - Inbox - Calls.
Conversations
Why don’t individual call states match the overall conversation status?
As conversations group all interactions (calls + messages), status is managed at the conversation level and can be different from the individual interaction state. For call-only workflows, you can enable “auto-close conversation after call” in Call Settings. For more information please visit: Aircall Workspace - Call settings and Aircall Workspace - Inbox - Conversations.
How does assignment work between conversations and calls?
Assignment is set at the conversation level (not per interaction) and follows these rules: only one assignee per conversation at a time, when a conversation is closed, the assignee is automatically cleared. For more information please visit Aircall Workspace - Inbox - Conversations.
If a conversation is assigned to one teammate, how can others find the interactions they handled within this conversation?
Use the Calls view with the “Teammate” filter set to your name - this will show all your handled calls, even within conversations assigned to someone else. For more information please visit Aircall Workspace - Inbox - Calls.
When you close a conversation, can all team members see it in Closed?
If team members are assigned to that Aircall number they can see it in the Call History and the Closed conversations. For more information please visit Aircall Workspace - Inbox - Conversations.
Can you leave live notes like you can in the Aircall Phone app?
You can leave "live notes" using the "Tags & Notes" button in the toolbar, these notes will be visible at the call bubble or Call details after the call ends.
Messaging
Are there any SMS enhancements? Group chat, etc?
We have some exciting SMS enhancements planned for 2025 but we are not ready to share yet. Stay tuned!
Does Aircall Workspace integrate with WhatsApp?
It's on our 2025 roadmap and planned to be released in Q2 2025.
In what countries is SMS texting available?
Aircall offers 1:1 business text messaging natively to SMS enabled lines in the United States, Canada, United Kingdom, France, Australia, and Germany
Will it be possible to talk to team members by messages?
You cannot send texts to your teammate as a Contact. But internal comments in threaded conversations are coming soon. Stay tuned!
Integrations
Is Aircall Workspace integrated with third-party applications and tools?
Yes, Aircall Workspace works seamlessly with all standard CRM (Salesforce, Hubspot, etc...) and Helpdesk (Zendesk) integrations, with no extra setup needed.
Will we have to set up our integrations again?
No, existing integrations carry over automatically to Aircall Workspace — no need to do any extra setup.
Transcription & Aircall AI
Why would we need AI in our phone system?
AI-generated call summaries, key topics, action items, and sentiment in Aircall Workspace help users quickly review previous conversations for faster understanding of the context before talking to customers again.
Will call recording feature include an automated recording notice for two-party consent laws, or must users inform customers themselves?
For inbound calls, we recommend a default recording notice, often set up via Smartflows - connect with your customer success manager for guidance.
Are all languages already available for the AI features too?
The interface is accessible in English, French, Spanish, German, Dutch, and Italian.
Additionally, Aircall AI is currently available in English, French, German, Spanish, Italian, and Dutch. We’re not adding new languages short-term but welcome your feedback for future consideration.
Why can't I see Aircall AI features in the Aircall Workspace?
⚠️ For Call Insights to generate, these conditions must be met:
- Call must be transcribed (visit this article to understand why a call was not transcribed)
- Call duration must be over 1 minute