Aircall Workspace FAQs

⚠️ 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 designed to help end users navigate customer conversations with greater clarity and confidence. We’ve introduced more room for moving effortlessly between your inbox, conversations, and customer context, all in one place.

Aircall Workspace enables end users to:

• • Use fewer clicks to manage multi-channel communications (calls and texts) that are organized around the customer
  • Improve team collaboration, so there’s more visibility about who’s doing what and what needs to be done next via the Inbox
  • Have better customer conversations that are informed by context provided from integrations and Aircall AI

Is Aircall Workspace available to all Aircall users?

All users with an Aircall account will have access and will be progressively notified about Aircall Workspace availability through an in-app banner.

How do I access Aircall Workspace?

The web application is the easiest way to preview Aircall Workspace quickly. 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 cost to access or use Aircall Workspace. Any plan you’re on will carry over from the Aircall Phone to Aircall Workspace.

Certain features such as AI-generated insights including call summaries, sentiment analysis, key actions, etc will not display in Aircall Workspace without first activating a paid or trial subscription to the Aircall AI add-on.

What are the system requirements for using Aircall Workspace?

Using Aircall Workspace has the same requirements as using Aircall's Desktop or Web Phone applications, namely:

• • Google Chrome (the most recent version)

  • 🚫 The Aircall Web Application is not supported on iPad

    ⚠️ Please note that the use of remote or virtual computers is not recommended for Aircall

    For more information on requirements, please visit: Device & Headset Recommendations

Why can't I see Aircall AI features in the Aircall Workspace?

A paid or trial subscription to the Aircall AI add-on is required to preview features such as AI-generated Call Summaries and Sentiment Analysis from your previous calls.

⚠️ Please note that in order for the Call Insights to be generated, the conditions below 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

Why can't I perform certain actions with Aircall Workspace?

Your feedback is essential! If you are experiencing any difficulties please report them.

There are a few ways to share your feedback with us:

• • Please submit any and all feedback by using the Help & Feedback Center from the bottom-left corner of Aircall Workspace.
  • Share any questions and concerns directly to your Aircall contact.

Change Management

Is switching to Aircall Workspace (from the Aircall Phone) mandatory?

Yes, making the transition to Aircall Workspace is mandatory because the Aircall Phone will eventually be deprecated.

When will the roll over happen?

At a selected time, your account will be invited to join Aircall Workspace. When it is your turn, the users of your account may receive emails and see in-product messaging in the form of pop-ups or banners 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 to share with your teams. They are available to everyone. 

• [Aircall Knowledge Base] What is Aircall Workspace?
• [On-demand] Aircall Workspace Learning Lab course
  • The Aircall Learning Lab is available to anyone with an Aircall account, for any role (agent, admin, etc). Use your existing account login information to sign in.

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?

All users and roles of an Aircall account will be invited to discover Aircall Workspace at the same time.

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 processes are changing in Aircall Workspace, and using both apps simultaneously may lead to data inconsistencies.

Integrations

Is Aircall Workspace integrated with third-party applications and tools?

Yes, Aircall Workspace is and can be integrated with any of our standard CRM & Helpdesk integrations, just like the Aircall Desktop and Web phone applications.

There are no extra steps to integrate with Aircall Workspace, any integrations that are already installed will work with Aircall Workspace.

Will we have to set up our integrations again?

No, you will not need to re-do integrations. Any integration that exists should carry over to Aircall Workspace automatically.

How will my integrations be affected? / Does Aircall Workspace have an integration with Salesforce, HubSpot, Zendesk, etc? 

There is no change to your integrations. Any integration you have set up with the Aircall Phone will automatically work with Aircall Workspace - no action is needed.  

Will my current Settings rollover into Aircall Workspace or will they need to be reset?

All your settings will be rolled over. 

Platform Availability

Do you have plans to make any modifications to the CTI, or the phone that is embedded within some integrations?

Yes! We plan to bring the benefits of Aircall Workspace to the CTI. The CTI release is planned for the Q2 2025, we will notify you when the new CTI is available.

Will the mobile app be available at the same time as launch?

The mobile release is planned for the early 2025, we will notify you when the new Mobile app is available.

Does the design also change to workspace in Applications like HubSpot?

Yes, the CTI release is planned for the Q2 2025, we will notify you when the new CTI is available.

Is Aircall Workspace available to everyone or only in certain regions? Are all languages already available for the AI features too?

Aircall Workspace is available to all customers in all regions. 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. While we don't have any plans in the short-term to add more languages, we're always reviewing customer requests on languages they'd like to see - so feel free to submit your feedback.

Is Aircall Workspace a website, or is there a computer extension like the current Aircall Phone app?

Great question! Aircall Workspace is available both as a website via Chrome browser and as a desktop application. Visit workspace.aircall.io to try the website version or visit https://aircall.io/download/.

What would the impact of this feature rollout be on agents who work with the Browser Extension?

The existing Aircall browser extension works with Aircall Workspace, you only need to make sure your version is up-to-date. If you do not have the browser extension yet, you can download it at any time from the Chrome web store. Please note that users will need to toggle on "Use Aircall Workspace" in the extensions settings before using it with Aircall Workspace.

How can I download Aircall Workspace on my desktop on my computer?

The easier way is to visit https://aircall.io/download/.

Is the Aircall Phone and Aircall Workspace integrated? Meaning do I have to have both pages open at the same time?

While the Aircall Phone and Aircall Workspace are both available, we recommend that you do not use both apps at the same time. Typically, once someone has started using Aircall Workspace they find they don't need to have the Aircall Phone open since they use Aircall Workspace to answer calls and messages there going forward.

Is Aircall Workspace available for any/all operating systems?

Aircall Workspace desktop app is available for Windows, Mac Intel, and Mac Apple Silicon. Outside of these operating systems, you can use the Chrome browser by going to https://workspace.aircall.io/.

Functionality 

Will it be possible to see the number of calls waiting in our phone lines for the users?

We recommend checking out the brand new Live Monitoring section of the admin dashboard for this!

When you close Conversation and it goes to Closed Conversations, can all team members see that conversation in their closed conversations?

If team members are assigned to that Aircall number they can see it in the Call History and the closed conversations.

Currently when we assign calls to ourselves they disappear from the other Team members' Inbox. Is this the case with Aircall Workspace?

In the Inbox you can have a full visibility of what is in progress and closed for the whole team sharing the same number. You can also use the shortcut to see only the conversations "assigned to you.”

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 and directly from the "call bubble" in the conversation thread, these notes will be visible at the call level after the call ends. You can also click into call details from the Conversation view to add notes after a call is finished.

Can we filter to only see missed calls, requests of callbacks, etc..?

Yes, you can filter the Calls view of your Inbox and call history in Aircall Workspace for per call types.

Will there be a feature for custom away status/reasons?

This is not currently planned but we are taking note.

Will Aircall ever have integrated CSAT surveys?

At this time, no. You will continue to use the Aircall Surveys dashboard. But this is great product feedback and we are taking notes.

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 integration with WhatsApp?

It's on our 2025 roadmap for the first part of the year!

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 / from the Contacts section, however one way to leave messages for teammates is to use the Notes section of your conversations. Coming soon is the ability to leave internal comments for teammates as part of what will be visible in the threaded conversations.    

Transcription & Aircall AI 

Why would we need AI in our phone system?

AI-generated call summaries, key topics, action items, and customer sentiment in the Aircall Workspace can be really useful for agents to quickly review prior conversations with a customer before they talk to them again. These insights can help agents work faster and with more context.

I'm assuming call transcription will have some sort of recording feature. Since some states/countries need both party's permission to record, will there be an automated warning of this? Or will the user have to mention it?

This is a great question. For inbound calls we do recommend providing a default message informing callers about the recording. Some users will do this by setting up a welcome message disclosure using Smartflows. We recommend that you set up time to connect with your customer success manager about this.