Aircall SMS allows your team to send and receive text messages directly from Aircall. This article explains how to enable or remove the feature, troubleshoot issues, and access older SMS conversations.

For an overview of how SMS works in Aircall, visit SMS (Business Text Messaging).

Enabling Aircall SMS

Before requesting access to Aircall SMS, ensure your selected number meets the requirements described in the SMS guide.

Steps:

  1. Confirm that your number meets all eligibility requirements.
  2. Contact our Customer Success team to request activation of Aircall SMS for your account.
Note: Aircall SMS can only be activated by our Cuctomer Success team. Self-enablement is not available at this time.

Removing Aircall SMS

Aircall SMS is enabled at the company level. It is not currently possible to disable SMS for specific numbers while keeping it active for others.

Steps:

  1. Register for the Aircall Support Portal.
  2. Submit a request using the Remove Aircall SMS form.
Important: Removing SMS will disable the feature for your entire company account.

Troubleshooting Aircall SMS

If you experience issues sending or receiving SMS messages, please contact the Aircall Support team for assistance.

Steps:

  1. Register for the Aircall Support Portal.
  2. Submit a ticket through the SMS Troubleshooting form.
  3. Include as much detail as possible in your request, such as:
    • The phone number(s) affected.
    • Whether the issue occurs when sending, receiving, or both.
    • Examples of timestamps and message content (if applicable).
Tip: Providing detailed examples helps our team diagnose and resolve SMS issues faster.

Accessing older SMS conversations

To maintain performance and scalability, Aircall automatically archives older SMS conversations.

  • If your company has more than 10,000 distinct conversations, phone applications will only display and search the 10,000 most recent.
  • Older conversations remain stored and can be exported upon request.

Steps:

  1. Contact Aircall Support team through the Support Portal.
  2. Request an export of your archived SMS conversations.
Note: Only archived conversations beyond the most recent 10,000 can be accessed through export.