⚠️ A progressive roll-out is underway. You’ll be informed when it’s time for your company to transition.
The Inbox groups together conversations of all types and on all channels. Users can view all their calls and messages via a unified Conversations view. By default, users have visibility to all lines that they are assigned to (as individual users or as part of a team) or have outbound calling access to.
⚠️ For more information on the Calls view of the Inbox page, please visit: Aircall Workspace - Inbox - Calls
To view calls and messages, you will first need to navigate to the Inbox by clicking on its icon in the left toolbar:
By default, all conversations in the Inbox are sorted by last entry date, with the most recent one at the top.
For example, if a customer leaves 2 voicemails 2 hours apart, the conversation will be positioned in the list according to the date and time of the most recent voicemail. If the agent responds (via call or message), then the conversation will be listed according to the latest response.
Viewing Calls and Messages
Categories
Users can quickly access their calls and messages in the Conversations view by selecting the appropriate category. Available categories are Unread, Open, Assigned to you, Unassigned, Outbound, and Closed:
The display of the categories in the Inbox is customizable. You can find more information about it in Aircall Workspace - Account Settings.
Filters and Sorting
Users will be able to further filter conversations by Date and Numbers:
Conversations may also be sorted by Newest first or Oldest first by selecting the Sort by dropdown:
Searching
By clicking on the search icon, users can search calls by number, contact, or company name:
Expanding the view
By clicking on the arrows in the upper right, users can expand or contract the Conversations list, customizing the view for convenience:
Quick and Bulk Actions
Hovering over an Inbox listing, users are able to take the following quick actions: Call, Assign, Add to Power Dialer, Copy number, Mark as unread/read, or Close:
Users can also use bulk action by selecting several lines with the help of the checkbox next to each conversation or using the one on top of the conversations list to select all displayed lines. Bulk actions available: close conversations, mark conversations as unread/read, or add the numbers to the Power Dialer:
⚠️ Please note that the list of conversations loads with 25 conversations at a time. By scrolling down in the list, more conversations can be loaded in increments of 25, and checking the box above the list will select only the currently loaded conversations.
Viewing Conversations
By clicking on a conversation in the list, users will open a detailed view of that conversation, including any call and messaging history with the contact as well as system logs of key user actions:
From this view users can view past calls and messages, make a call, and/or send new messages via the Write a message bar at the bottom.
In the right-side bar users will be able to see Previous call insights, including AI insights if they are available. Additionally the Contact information will be shown, which will will include the contact's name, numbers, connected integration link, and more.
At the bottom of this sidebar, Related Conversations will be viewable as well.
Call Details
Clicking on a call bubble in the conversation view will expand it to show more details. Additionally, users can click Show call details to pop up more information from a right side panel.
For more information on Call Details, please visit Call Details.