In Aircall Workspace, you can assign conversations to yourself or a teammate to make it clear who is responsible for following up with a customer. Assignments help your team prioritize work and avoid duplicated effort.

Note: In Aircall Workspace, assignment works at the conversation level, not the individual call level. Assigning a conversation covers the entire customer thread, including all calls, messages, and voicemails with that contact.

Assigning a conversation from the Conversations or Calls view

You can assign a conversation directly from the Conversations or Call view without opening it.

Steps:

  1. In the Conversations or Calls view, hover over the conversation you want to assign.
  2. Click the Assign icon that appears on the right.
  3. Select Assign to me or search for a teammate to assign to.
image showing assign button

How assigned conversations appear

Once assigned, a conversation moves to the Assigned to you category in the inbox of the assigned user. It remains visible in the Open category for all other teammates with access to that line, so the team retains full visibility.

Tip: Use assignment alongside notes and tags to give the assigned teammate all the context they need. For more information, see Aircall Workspace: Tagging calls and adding notes.