⚠️ 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.
- Messages view: Lists message conversations per contact, giving at-glance visibility on the workload and collaborative handling, ideal for messaging focused or multi-channel teams.
Access
Messaging view is available, if at least one SMS/MMS or WhatsApp-capable line is assigned to the user. SMS/MMS and WhatsApp categories are displayed based on assigned line capabilities and update dynamically when messaging lines are added or removed.
To access the Messages view, click the Inbox icon on the left toolbar and navigate to the Messages section by clicking on the dropdown menu:
Customized display
By clicking on the arrows in the upper right, users can expand or contract the Messages list, customizing the view for convenience:
Categories
You can quickly access your messages in the Messages view by selecting the appropriate category. Messages are displayed in the categories based on their conversation status — Open (user action needed) or Closed (finalized with no further action). Most categories show calls from Open conversations, except All, which includes Open and Closed conversations.
Available categories are the following:
- SMS/MMS - messages within Open conversations requiring action - includes assigned and unassigned.
- WhatsApp - WhatsApp messages within Open conversations requiring action - includes assigned and unassigned.
- Assigned to you - messages within Open conversations assigned to the current user.
- All - all message types from 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 messages in the Messages view are sorted by last entry date, with the most recent one at the top.
You can sort Messages by Newest first or Oldest first by selecting the Sort by dropdown:
You can filter calls by Date and Numbers:
Search
By clicking on the search icon, you can search messages by number, contact, or company:
Quick and Bulk Actions
Hovering over an Inbox messages 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 messages. For example, closing a message 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 item or using the one on top of the 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.
Message Details
In the message bubble, both the message content and any attachment preview are displayed. Users can copy the message text or download attachments directly.
For more information on Messages, please visit Aircall Workspace - Sending Messages.