⚠️ A progressive roll-out is underway. You’ll be informed when it’s time for your company to transition.
Before you can start receiving 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.
Receive inbound call
When an inbound call arrives, you will see a ring pop-up in the desktop app, and, if enabled, a browser notification for the web version.
If the app is minimized or running in the background, you will still receive a notification. Clicking on it in the desktop app will bring you directly to the app. In the web version, you can accept the call from the notification but will need to switch to the relevant browser tab to access the app.
If a call comes through a number with an IVR setup, the latest IVR branch name chosen by the customer is visible along with the other callee details. The CRM insight card is displayed if configured.
In the ring pop-up you will have the following options available:
- Click on the conversation icon to open the related conversation and see the contact information
- Click on the green button to accept the call or red to decline the call
Handle inbound call
Once you accept the call, you will be able to view/use all the in-call view/actions explained in this article.
Context of inbound call
The call context is now presented in a customer conversation format, displaying the complete history across all channels (voice, SMS/MMS) as well as system logs for a specific Aircall line and customer number, 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. In addition you can see the CRM insight card, if configured, from the reduced toolbar.