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Agent getting started guide: using Aircall every day

This guide is for agents and team members who will use Aircall to handle calls and messages every day. It focuses on Aircall Workspace (web, desktop, and mobile) and how it connects to your other tools.

NOTE:
If you are using Aircall as part of a trial, read Trial experience with Aircall if you are unsure what is included in your current setup. You can still follow this guide to learn how Workspace works and what your day to day will look like.

Article overview

Use this overview to navigate directly to the section that’s most relevant to what you’re working on:

  1. How to use Aircall
  2. Log in and set yourself up
  3. Navigating Aircall Workspace
  4. Handling your calls in Aircall Workspace
  5. Handling your messages in Aircall Workspace
  6. Wrap up your calls with after-call work
  7. If you need help

1. How to use Aircall

You will usually use Aircall in two ways:

  • Aircall Workspace: your main app for calls, messages, call history, and inbox.
  • Inside your CRM or helpdesk: using CTI or the browser extension, for example, click-to-call in Salesforce, HubSpot, Zendesk, Intercom, or Pipedrive.
NOTE:
If you’re an Agent with owner permissions, you’ll have restricted access to the Aircall Dashboard (mainly billing and company information). Your day-to-day work still happens in Aircall Workspace, and you won’t be able to manage teams, numbers, Analytics, or licenses like an Admin or Supervisor. For more information about Aircall Dashboard, please see our articles:
- Logging into the Aircall Dashboard
- Aircall Dashboard: Overview

2. Log in and set yourself up

Accept your invite and sign in

  1. Open your invitation email from Aircall or use your company’s single sign-on method.
  2. Complete the sign-in process. If you don’t know what the authentication method is in your company, reach out to your admin.
  3. If you have difficulties logging in, please check the following resources:

Open Aircall Workspace

  1. Install Aircall Workspace on your desktop, browser, and/or mobile device, depending on how your team works. 
    1. If you are using an iOs device, go to the App Store and look for the Aircall app.
    2. If you are using an Android device, go to the Play Store and look for the Aircall app.
  2. You can also use it on the web version, but we highly recommend downloading the app for a better experience.
  3. Follow How to access Aircall Workspace and make calls for detailed steps.

3. Navigating Aircall Workspace

To learn the basics about Aircall Workspace, please see our article What is Aircall Workspace?

The Inbox section in Aircall Workspace has three main tabs where you will access all  interactions with your customers:

  • Conversations: includes both calls and messages interactions
  • Calls: your inbound and outbound calls
  • Messages: your received and sent messages

From the side-bar menu you can also access and manage your Contacts.

For more information about managing your inbox and contacts sections, please see our article Aircall Workspace: Inbox & Contacts section

If your company has the Aircall Professional Plan, in the side-bar menu of the desktop and web app you will also find the Power Dialer tab. The Power Dialer allows you to import a list of numbers in one click and call through them without copy-pasting or switching tools, with built-in time after each call to add notes and tags. This tool is used heavily amongst our customers with a sales use case.

If you want to learn more about Power Dialer, please see our article Aircall Workspace: Power Dialer.

The articles above will show you how to:

  • Navigate the Aircall Workspace
  • Manage contacts and conversations
  • Find or update customer details
  • Use the power dialer functionality

4. Handling your calls in Aircall Workspace

NOTE:
If when you try to make a call in Aircall Workspace the button is greyed out, contact your admin for you to be assigned to a number.

To learn how to take and place calls, please see our articles:

These will show you how to:

  • Set your status (Available / Unavailable / After Call Work)
  • Answer and place calls
  • Mute, hold, transfer, and add teammates when needed.
  • Listen to voicemails and recordings.

5. Handling your messages in Aircall Workspace

To learn how to send and receive messages, please see our articles:

Check out our article SMS (Business Text Messaging) to verify if your number is SMS-compatible.

These will show you how to:

  • Receive and send SMS/ MMS
  • Read and send messages via WhatsApp

6. Wrap up your calls with after-call work

After each call, use after-call work to finish everything while the conversation is still fresh. This helps your team track results, learn from calls, and avoid messy data later.

In Aircall Workspace, you can use your wrap-up time to:

  • Add clear notes so anyone can understand what was discussed and what happens next.
  • Apply tags and dispositions so your team can report on topics, outcomes, and reasons for success or churn.
  • Review call transcription and AI summary (if available on your plan/region) to quickly check key points and action items.
  • Prepare for your next call without being interrupted by new inbound calls.

Once you’re comfortable with your team’s tagging system and after-call habits, your manager will be able to use Analytics and reports to spot patterns, coach more effectively, and improve processes over time.

Please see our article Aircall Workspace: After call work (notes, tags, dispositions) to know how to keep clean notes and tags.

7. If you need help

While experiencing issues using Aircall Workspace, you can seek help by:

Check our Help Center and AI Assistant

  • Open our Help Center and use the Aircall AI Assistant for instant suggestions.
  • Make sure you explain in detail what you are looking for: what are you trying to do? What kind of difficulties are you experiencing?
  • Follow the recommended troubleshooting steps for your situation.

Reach out to your admin or team lead

If you still need help after checking the Help Center, reach out to your admin or team lead.

Your admin can then review settings in the Aircall Dashboard, check Analytics or Call History for patterns, and contact Aircall Customer Support on your behalf with your example if needed.

TIP:
If you would like to have a deepdive on everything you have mentioned to you in this guideline, please visit our Aircall Learning Lab: An Overview. You will find relevant learning paths, such as Smartflows, analytics, or AI features.
Victoria B.