⚠️ A progressive roll-out is underway. You’ll be informed when it’s time for your company to transition.
⚠️ For more information on the Calls view of the Inbox page, please visit: Aircall Workspace - Inbox - Calls
Conversations
Conversation is a unified timeline that organizes all calls and messages from a contact into one place, giving full context for easier tracking and follow-up. Display of details adapt to agent access rights and company license plans (e.g., AI insights).
If the contact has multiple numbers or interacts with several Aircall lines, these conversations will be displayed as related ones.
Conversation status
A conversation can be Open or Closed, showing whether it still requires user action or is finalized. Status is managed at the conversation level and is shared across all users with access.
Conversations can be closed manually anytime (except during a call), or automatically after calls by enabling auto-closing in Aircall Workspace – Call Settings.
Additionally, conversations can have a read/unread indicator to help users quickly spot new updates. This indicator is managed at the user level.
However, if a user goes beyond just viewing - for example, by calling back, sending a message, or closing the conversation - the unread indicator is cleared. If closed, the conversation is removed from the Open category, letting teammates know it’s been addressed. It remains accessible in the All category.
Conversation assignment
Assignment is managed at the conversation level to encourage users to handle all related exchanges as one unified customer case. The following rules apply:
- Conversation can be assigned only to one user at a time, but individual interactions within the Conversation may be handled by different teammates
- Open conversations can be assigned/unassigned manually
- When a conversation is closed, the assignee is cleared automatically
Inbox
The Inbox organizes conversations by the latest interaction date, with a preview for quick context. It’s structured into categories to help you focus by conversation status, ownership or other criteria, with counters and notifications guiding prioritization.
You have access to all lines you're assigned to - either individually or through your team - or where you have outbound calling rights.
The Inbox offers two views:
- Conversation View: Groups all calls and messages per contact, ideal for multi-channel management
- Calls View: Lists individual call events, better suited for teams focused solely on inbound and outbound call handling
Access
To access the Conversations view, click the Inbox icon on the left toolbar:
Customized display
By clicking on the arrows in the upper right, you can expand or collapse the Conversations list, personalizing the view for convenience:
Categories
You can quickly access your calls and messages in the Conversations view by selecting the appropriate category. Conversations are displayed in the categories based on their status - Open (user action needed) or Closed (finalized with no further action). Most categories show Open conversations, except All, which includes open and closed conversations. Available categories are as follows:
- Unread - new or marked-as-unread conversations not yet viewed (including new missed calls, new SMS/MMS, etc.)
- Open - all conversations (inbound/outbound) requiring action - includes assigned and unassigned
- Assigned to you - open conversations assigned to the current user
- Unassigned - open conversations not yet assigned to any user
- Outbound - open conversations involving a new outbound interaction or response
- All - includes open and closed conversations for full history view
The display of the categories in the Inbox is customizable. You can find more information about it in Aircall Workspace - Account Settings.
Navigating the Inbox
Filters and Sorting
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.
You can sort conversations by Newest first or Oldest first by selecting the Sort by dropdown:
You can filter conversations by Date and Numbers:
⚠️ Please note that when a blue dot appears on the filter button, it indicates that a filter is applied. If you are not seeing some details, ensure that the filters are correctly updated to display them.
Search
By clicking on the search icon, users can search conversations by number, contact, or company name:
Quick and Bulk Actions
Hovering over an Inbox listing, you can take the following quick actions: Call, Assign, Add to Power Dialer, Copy number, Mark as unread/read, or Close:
You 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 you can carry out bulk actions per batch of 25 items at a time.
Viewing Conversation details
By clicking on an item in the list, you can access 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 you can make a call and/or send new messages via the Write a message bar at the bottom.
In the right-side bar you can see Previous call insights, including AI insights if they are available. Additionally the Contact information will be shown, including the contact's name, numbers, emails, connected integration link, and note.
Furthermore, you can see Related Conversations, if any. When your customer has multiple numbers or interacts with several Aircall lines, you can seamlessly switch between related conversations. Use the new “Back” button to return to the previous conversation without searching the list.
When interacting with the same customer across different lines, system logs capture the switch. You’ll see “Continued on < - >” in the original thread and “Initiated from < - >” in the new one—each with a link for easy navigation. The system log will be displayed only if you change the line from the conversation thread.
Call Details
Clicking on a call bubble in the conversation thread will expand it to show more details. The same information is available via Call Details.
For more information on Call Details, please visit Call Details.