⚠️ A progressive roll-out is underway. You’ll be informed when it’s time for your company to transition.
⚠️ For more information on Conversation management and the Conversations view of Inbox, please visit: Aircall Workspace - Inbox - Conversations
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 Calls view, click the Inbox icon on the left toolbar and navigate to the Calls section by clicking on the dropdown menu:
Customized display
By clicking on the arrows in the upper right, users can expand or contract the Calls list, customizing the view for convenience:
Categories
You can quickly access your calls in the Calls view by selecting the appropriate category. Calls are displayed in the categories based on their conversation status — Open (user action needed) or Closed (finalized with no further action). All categories show calls from Open conversations, except Call History, which includes both Open and Closed conversations.
Available categories are the following:
- Missed calls - missed calls and missed calls with voicemail within Open conversations
- Voicemails - missed calls with voicemail within Open conversations
- Callback requests - missed calls with callback requests within Open conversations
- Follow up - outbound calls flagged as “follow-ups” from Power Dialer sessions
- Call History - all call types from both Open and Closed conversations
The display of the categories in the Inbox is customizable. You can find more information about this in: Aircall Workspace - Account Settings.
Navigating the Inbox
Filters and Sorting
By default, all calls in the Calls view are sorted by last entry date, with the most recent one at the top.
You can sort Calls by Newest first or Oldest first by selecting the Sort by dropdown:
You can filter calls by Date, Teammates, Numbers, Types, and Tags:
Search
By clicking on the search icon, you can search calls by number, contact, or company:
Quick and Bulk Actions
Hovering over an Inbox calls listing, you can take the following quick actions: Call, Assign, Close, Copy number, Add to Power Dialer, or Mark as unread:
⚠️ Please note that actions apply to entire conversations, not just individual calls. For example, closing a call or marking it as read/unread will affect the whole conversation it belongs to. Conversations can be closed manually anytime (except during a call), or automatically after calls by enabling auto-closing in Aircall Workspace - Call Settings.
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, 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.
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.