CNAM (Caller ID Name) allows your business name to be displayed alongside your phone number when placing outbound calls. This feature is only available for US numbers, and its visibility depends on the receiving carrier’s configuration and database subscriptions.
Important: Only US numbers are eligible for CNAM. Even after approval, Aircall cannot guarantee that your selected CNAM will appear for all recipients. Display depends entirely on the receiving carrier’s database and configuration.
Note: Aircall cannot provide troubleshooting support for issues related to CNAM display once your request has been approved.
What is CNAM?
When receiving a call, the recipient typically sees two details:
- The phone number calling them
- The caller’s name (CNAM) associated with that number
While the phone number is transmitted directly between carriers and cannot be altered, the caller name (CNAM) is looked up by the receiving carrier using third-party databases.
Our carriers update these databases with your CNAM information. However, not all carriers subscribe to the same databases, so your chosen name may not appear to everyone you call. Additionally, if your number is saved locally in the recipient’s phone contacts under a different name, your CNAM will not override that saved entry.
Tip: The accuracy and display of CNAM information depend on the recipient’s carrier and phone configuration.
How to submit a CNAM request
To update the CNAM associated with your Aircall number, please contact our Customer Support team with the required information listed below.
CNAM requirements
- Maximum 15 characters, including spaces
- Must begin with a letter
- Can include letters, numbers, periods, commas, and spaces only
- No other special characters are allowed
- If no CNAM is set, the default display shows City, State, and phone number
Information to include in your request
Business details
- Legal business name (exactly as it appears on your tax documents)
- Business address
- Business type (e.g., sole proprietorship, partnership, corporation)
- Business industry
- Business registration ID type (recommended: EIN – Employer Identification Number)
- Business registration number (EIN)
- Region of operation
- Website URL
Authorized representative details
- Full name
- Business title
- Job position
- Phone number
Once your request is received, the Porting Team will submit the update to our carriers and confirm when it has been approved.
Note: There is no additional cost for CNAM updates. However, trial accounts are not eligible to submit CNAM requests.
If your CNAM displays incorrectly or shows as SPAM
If your number shows the wrong company name or is being marked as spam after your CNAM request has been approved, please contact our Customer Support Team for assistance.
For more on why numbers get flagged as spam and how to reduce the risk, see Aircall number displaying as spam.
CNAM vs. Branded Caller ID: what's the difference?
CNAM and Branded Caller ID both let your business name appear on the recipient's screen, but they work differently and have different limitations.
| CNAM | Branded Caller ID | |
|---|---|---|
| What displays | Business name only (up to 15 characters) | Business name and, optionally, a logo |
| How it works | Name registered in carrier databases; the receiving carrier looks it up on each call | Name and logo registered through a verified analytics network, pushed directly to the recipient's screen |
| Display consistency | Inconsistent: depends on whether the receiving carrier subscribes to the same database | More consistent: delivered directly to supported carriers and devices |
| Spam signals | No impact on spam flagging; CNAM provides no trust signal to carriers | Because your brand identity is validated through the analytics network, carriers may treat your calls as coming from a legitimate, known business, which can reduce the likelihood of being flagged as spam, though this isn't guaranteed |
| Availability | US numbers only | US, Canada, UK, Germany, France, Spain, and Australia |
| Cost | No additional cost | Consumption-based add-on, billed per branded call delivered |
| Setup | Submit a request to Aircall Support | Self-serve in the Aircall Dashboard |
If you're already using CNAM and want more consistent display, a logo, or a reduced risk of spam flagging, Branded Caller ID is the recommended next step. Please see Branded Caller ID: show your business name on outbound calls for setup instructions.
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