⚠️ A progressive roll-out is underway. You’ll be informed when it’s time for your company to transition.
Coming soon, Aircall's CTI for integrations is receiving an update. We're bringing the Aircall Workspace experience to the CTI so that teams can benefit from a better experience, even when working on their other critical tools.
The CTI version of Aircall Workspace is an enhanced version of the existing CTI, designed to complement the desktop app.
The Aircall Workspace CTI will be available for the Salesforce, HubSpot, Zendesk, and Front integrations.
What is new?
With the Aircall Workspace CTI, users will see an updated version of Aircall's CTI. The To-Do list and Messages pages are now combined in the new Inbox view. From the Inbox, users will be able to:
- Select if they wish to see Conversations or Calls
-
Filter Conversations or Calls to only see the relevant ones:
- For Conversations, users can select - Unread, Open, Assigned to you, Unassigned, Outbound, or Closed
- For Calls, users can select - Missed calls, Voicemails, Callback, Follow up, or Call History
When clicking on a Conversation or Call, users will be brought to the Conversation view - a unified view of calls and texts. Within this view, users will be able to:
- See call/message details by clicking on a Conversation bubble, such as:
- Voicemail recording links and transcripts
- Call recording links and transcripts
- Tags & Notes
For more information on Aircall Workspace, please visit: What is Aircall Workspace?
What other features can be expected in the CTI?
Calling actions
- Make outbound calls via dialer
- Make outbound calls via click-to-dial
- Receive inbound calls
- Select country code
- Select phone lines
- Adjust sound settings
- Access and use on going call actions (mute, hold, pause/resume, notes/tags, etc.)
- Voicemail drop
Messaging
- Send SMS/MMS
- Conversation and Calls filter
Inbox, Call History, & Contacts
- Use the Power Dialer
- Access call history
- Assign conversations
- Manage notes on calls
- Use and update tags on calls
- Search and call Contacts & Teammates
- Manage Contacts & Teammates (add, import, delete, etc.)
- View Insight Cards
Status & settings
- Log in/out
- Adjust availability and status
- Enable/disable keyboard shortcuts
- Manage Account preferences
- Manage call settings
- Set sound preferences
- Set and diagnose call quality
- Notification preferences
Transitioning to the new CTI
Once the Aircall Workspace CTI begins rolling out, eligible users will be able to access it following these steps:
- Log in to the supported integration, then log in to the old CTI using your Aircall credentials
- A message will be displayed in the CTI to discover Aircall Workspace. Click Discover access the Aircall Workspace CTI
- ⚠️ Please note that navigating to the Aircall Workspace CTI will migrate you, meaning you will be unable to access the old CTI anymore
- Clicking on Discover will open the Aircall Workspace login page, where you will need to log in again to load the new CTI
Important Notes
- During the transition, access to the Aircall Workspace CTI will be stored in your browsers cache/cookies. If your browser cache/cookies are cleared, you may need to follow the steps above again to access the new CTI
- For Zendesk, access to the Aircall Workspace CTI will be stored in local storage. If you clear your local storage, you will need to follow the steps above again to access the New CTI
- User's may also need to refresh their browser for the Aircall Workspace CTI to load
- User's may need to allow 3rd Party cookies in their browser for the CTI to load properly
- The new CTI is currently supported on Google Chrome. Use on other browsers may result in some features not behaving properly
Desktop Features that are unavailable on CTI
- Power dialer set up & campaign management
- AI add-on features
- Conversation context (i.e. last point of contact, account information)
- Agent-level tailored analytics