The Aircall Workspace CTI brings the Aircall Workspace experience directly into supported integrations, offering a streamlined workflow and a unified interface that works alongside the Aircall desktop app. It is available for Salesforce, HubSpot, Zendesk, and Front.
Workspace CTI overview
The CTI provides a central Inbox where users can view and manage both Conversations and Calls. From the Inbox, users can switch between Conversations or Calls and apply filters to narrow down what they want to see.
Conversation and call filters
Use filters in the Inbox to show only relevant items.
Conversation filters: Unread, Open, Assigned to you, Unassigned, Outbound, Closed.
Call filters: Missed calls, Voicemails, Callback, Follow up, Call history.
Selecting any item opens the Conversation view, a unified space for handling calls and messages. Within the Conversation view, users can access voicemail recordings and transcripts, call recordings and transcripts, and any notes or tags associated with the interaction.
For more information on the Aircall Workspace interface, please see our article What is Aircall Workspace?.
Features available in the CTI
Calling and messaging
The CTI supports outbound calling via the dialer or click to dial, inbound calling, country code and phone line selection, voicemail drop, SMS and MMS, and all in call actions such as mute, hold, pause or resume, notes, and tags. Sound settings can be adjusted at any time.
Inbox, call history, and contacts
Users can work with the Power Dialer, view call history, assign conversations, manage call notes and tags, search and call contacts or teammates, manage contacts and teammates (including adding, importing, or deleting), and view Insight Cards.
Status and settings
Agents can log in or out, update their availability, enable or disable keyboard shortcuts, adjust account and call settings, configure sound preferences, run call quality diagnostics, and update notification preferences.
Transitioning to the Aircall Workspace CTI
When the Workspace CTI becomes available for your company, you can transition using the steps below.
Steps:
Log in to your supported integration and sign in to the existing CTI with your Aircall credentials.
When the transition message appears, click Transition.
You will be redirected to the Aircall Workspace login page. Log in again to load the CTI.
IMPORTANT:
After transitioning, you will no longer have access to the previous CTI experience.
Important notes
Access to the Workspace CTI is stored in your browser's cache and cookies; clearing them may require repeating the transition steps.
In Zendesk, access is stored in local storage; clearing it also requires repeating the steps.
A browser refresh may be needed for the CTI to load correctly.
Third party cookies may need to be enabled.
The CTI is supported on Google Chrome; using other browsers may cause some features to function incorrectly.
Desktop features that are unavailable in the CTI
Some features that exist in the Aircall desktop app are not supported in the CTI:
Power Dialer setup and campaign management
AI add on features
Conversation context such as last point of contact or account details
Agent level tailored analytics