Please note: SMS is currently available only for numbers in the US, Canada, UK & Australia.

Aircall’s native SMS feature offers one-to-one messaging to better engage prospects and customers, and communicate efficiently.

Features

  • Send / Receive

  • View History

  • Call from messaging window

  • Add a contact from messaging window

  • Notifications (Badge and Push)

  • HubSpot logging

Platforms

  • Desktop and web app (including CTI)

  • iOS

  • Android

Please note that SMS is only available for Classic numbers; IVR numbers will not be eligible for messaging.

Navigating the App

After you sign in to the app, you can navigate to the dialer (Keypad) where you’ll see a blue messaging icon on the bottom left of your window.

Sending a Message

From the Keypad tab, use the search bar to find a contact, or type in a number, then click on the messaging icon to start a message. Remember, SMS is enabled for domestic service only so make sure the recipient number is in the same country as the number its originating from (US for US, and UK for UK).

Messaging

Type your message at the bottom of the phone window to start a conversation!

Viewing Messages

Navigate to the History section of your phone, then click on the “Messages” tab located in the upper right to locate your messages. Click on any of the messages to access your conversations.

Contacts

While you are in a conversation, you can click on the phone number at the top and select "Add Contact" to save the number to your contacts.

For any previously saved contacts, you can click on their name to access their details. From that page you will be able to edit contact information, or select the phone icon to place a call from the messaging window.

Receiving a message

When you receive a text message, you will be alerted through two types of notifications: Push notifications and Badge notifications. All agents assigned to the number to which the message was sent will receive these notifications.

Push notifications

Push notifications are small pop-up alerts that help the user identify that there is a new message. They appear when the user has the Aircall phone app in the background, or in the foreground but they are in a different screen than the conversation view where they received the message. They also provide a quick link to the conversation and allow the user to respond to the conversation directly from the notification.

Badge notifications

Badge notifications appear as small red circles and show the number of unread messages for each conversation, and an aggregated total in the navigation bar in order to alert an agent that there is a new message to read. Once a user opens and views a message, the badge notification will disappear.

Logging Your SMS in HubSpot

If you have SMS enabled numbers and also have installed the HubSpot integration, you can log messages as HubSpot timeline events on a Contact or Company.

Learn more about how SMS messages are logged in HubSpot from Aircall here.

If you are an Aircall customer and would like to activate SMS on your eligible numbers, please make a request here.

FAQ:

How is text messaging priced?

For US, domestic messaging is included at no additional charge up to 2000 outbound messages per user per month. For the UK, we charge per outbound text at industry competitive rates. Contact your account manager for details.

Will SMS be enabled for all phone lines on an account?

Yes, all eligible numbers will have SMS enabled. If you are porting numbers into Aircall, or have put in a special request to purchase a number, please make sure to let us know so that we can ensure the number is eligible.

If I want to add additional lines, will these automatically be SMS enabled, or is this manual each time?

For any eligible numbers, SMS will be enabled automatically. Numbers purchased through the Admin Dashboard will be eligible, but for any special requests for additional numbers, please make sure to let us know they need to be eligible for SMS.

If I’m on multiple numbers can I choose the number that I want to send the text to be sent from?

Yes, the user can pick the number in the drop-down just as they do for calling.

Is it possible to enable texting for only a few users?

No, it is applied to all users at the company.

Can I send a text internationally?

No, for now, SMS service is only domestic. If you have a US number, you can only send/receive messages from another US number.

Can I send messages to Puerto Rico?

No. Even though Puerto Rico is part of the U.S., it is not included in domestic messaging at this time.

Can I automatically log SMS on an integration?

Currently, SMS logging is available for HubSpot. We will look to add more CRM and Helpdesk integrations in the future. Learn more about HubSpot logging here.

Can I receive authorization/verification codes, one-time passwords (OTPs), or two-factor authentication (2FA) codes by text?
Many services will send authorization/verification codes, OTPs, or 2FA texts with a short code number using an irregular format, such as 1234 instead of 123-456-7890. You will not be able to receive texts from short code numbers as they will not be recognized as "valid" numbers.

To be safe, we recommend using an alternate verification method as you may not be able to see if a short code number is used to send a text like this ahead of time.

Is it possible to automatically send SMS with Aircall through CRM workflows (using the agent credential/phone number)?

Not at this time.

Does sending a text message to a new contact automatically create a new contact in HubSpot?

Yes

Can I use Aircall numbers for bulk messaging?

While Aircall’s native text messaging is designed for one-to-one conversations, we offer third-party integrations with several providers including Heymarket, Sakari, Salesmsg, and Textline. You can use a 3rd party messaging service on the same account that uses Aircall native text messaging, but not on the same number. Learn more about how to enable a third-party SMS provider here.

Are there analytics in the Dashboard for SMS?

Currently, there are no analytics capabilities for SMS.

Can I send emojis?

Yes 🙂

Can I send images or files?

No

Can I send URLs?

Yes

How can I share feedback about SMS and additional functionality I would like to have in the future?

We’d love to hear from you so that we can understand your business needs and how we can better support you in the future. Customers can submit feedback here.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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