You can send and receive WhatsApp messages directly from Aircall Workspace once your account and number are enabled for WhatsApp in Aircall. This guide explains how agents can start conversations, select WhatsApp as a messaging channel, send voice messages and send messages using templates or custom text.

Important: To use WhatsApp in Aircall, your organization must have WhatsApp in Aircall added to its subscription. Only agents with assigned WhatsApp in Aircall licenses can send WhatsApp messages.

Accessing WhatsApp in Aircall

When WhatsApp is enabled, agents will access the WhatsApp channel similarly to how they use SMS in Aircall. Agents can start a message in two ways:

Option 1: Start a new conversation

Steps:

  1. Click the Start a conversation icon.
  2. Select the relevant Aircall number.
  3. Enter the recipient’s phone number.
  4. Click Message to open the Conversation view.
The Aircall interface shows a “Start conversation” window. The user can choose a phone number (Jordan) as the sender and enter a recipient number (+1 817 319 5188). Two buttons — “Message” and “Call” — allow starting a text or call. A contact named Jordan Williams is displayed under Contacts.png

Option 2: From the customer’s conversation view

Agents can navigate directly to an existing customer conversation and start the message there.

The Aircall Conversations dashboard displays ongoing and past calls with Jordan Williams. On the right, detailed call logs are shown, including call durations and timestamps. The chat input field at the bottom allows typing a new message. The “Reopen conversation” button is available in the top-right corner..png

For more details on messaging, see Aircall Workspace – Sending Messages.

Selecting WhatsApp in Aircall

Once an admin connects a number to WhatsApp in Aircall and its status shows Online, agents will see the WhatsApp capability available for that number.

An Aircall Workspace conversation screen showing an AI-generated summary of a call with Jade Edwards. The summary includes a positive mood indicator, a short synopsis of the customer’s interest, and relevant tags like Discount Request and Churn. The left panel lists multiple open conversations with other contacts..png

Steps:

  1. In the Conversation view, select WhatsApp from the channel drop-down.
  2. Choose the appropriate Aircall number from the sender drop-down. WhatsApp-enabled numbers will be clearly indicated.
A close-up of a message input bar in Aircall Workspace showing a warning: “This number isn’t enabled for SMS/MMS.” The send button is greyed out, preventing the user from sending a message..png
Another close-up of the Aircall Workspace message input bar, this time showing a warning that “This number isn’t enabled for WhatsApp.” The WhatsApp icon appears next to the message field, and the send button is disabled..png

 

Note: If a number is not enabled for SMS/MMS or WhatsApp, an error message will appear.
Important: Agents without a WhatsApp in Aircall license can view WhatsApp conversations but cannot send messages. They should contact an admin to obtain a license.
A message composer in Aircall Workspace showing both SMS and WhatsApp as available message channels. A tooltip explains that “Your company hasn’t enabled WhatsApp yet. Ask an owner to do it.” The WhatsApp option is greyed out..png

If an Aircall number goes Offline (for example, if Meta removes the capability), the WhatsApp channel will no longer be visible in the Aircall Workspace.

Sending a WhatsApp message

Once WhatsApp and a WhatsApp-enabled Aircall number have been selected, agents can send messages based on the type of conversation. For more information on this, please visit: WhatsApp in Aircall - Templates vs Custom Messages

An active conversation view in Aircall Workspace with a dropdown showing available sender numbers — including Support NA, Sales Germany, Sales Japan, and Sales USA — each with icons for SMS, MMS, and WhatsApp. Some numbers show warnings for unavailable messaging types..png

Steps:

  1. In the Conversation view, select WhatsApp and the correct Aircall number.
  2. Depending on the conversation history, you may send:
    • A custom message (if within the 24-hour customer service window)
    • A message template (if the 24-hour window has expired)
The Select a template window in Aircall Workspace for sending a WhatsApp message. Two marketing message templates are visible, one of which includes an image and a welcome message from “acme innovation.” The user can preview and choose a template before sending..png

Sending a template message

If a template is required:

  1. Click Select a template.
  2. A pop-up will display previews of available templates.
  3. Select the desired template to populate the message field.
  4. Edit any variables as needed, ensuring all fields have valid entries.
  5. Click Send to deliver the message.
A personalized WhatsApp message preview in Aircall Workspace. The system automatically inserts the contact name Jade Edwards into a prewritten welcome message. The user can also edit placeholders like {program} before clicking Apply or Send.png

For details on templates and custom messages, see WhatsApp in Aircall: Creating and approving messaging templates

Sending a custom message

If you are within the 24-hour customer service window:

  1. Type your message in the message field.
  2. Click Send to deliver it to the customer.
Tip: When a customer sends or replies to a message, a new 24-hour messaging window begins (or refreshes). During this window, you can send unlimited custom messages to that customer.

For more information on this, please visit: WhatsApp in Aircall – Templates vs Custom Messages.

Using WhatsApp audio messages

You can now send and receive audio messages directly through WhatsApp in Aircall. This feature makes communication faster, more personal, and easier to understand, especially when tone or sound is important to the conversation.

Why use audio messages

Audio messages provide an efficient and personal way to communicate with customers. They allow users to express tone, emotion, or demonstrate sounds that may not come across clearly in text. This is especially useful for customer support situations where the issue involves audio cues, such as troubleshooting sound devices or hardware.

How audio messages appear in Aircall

Audio messages fit seamlessly into the Aircall conversation view, ensuring that your team can manage WhatsApp communications within a single interface. This keeps all interactions, including audio, text, and media, in one organized place.

How to send an audio message

Steps:

  1. Open the Aircall Workspace and select the WhatsApp conversation where you want to send an audio message.
  2. Click the microphone icon to start recording.
  3. Record your message directly within Aircall.
  4. Listen to your recording to ensure it sounds as intended.
  5. Click Send to share your audio message.
Tip: Audio messages are ideal for cases where customers need to describe or demonstrate a sound issue, such as reporting noise from a device or explaining a malfunction.

Using WhatsApp with external numbers in Aircall

You can connect external numbers to Aircall for use with WhatsApp, but there are several important conditions to be aware of before proceeding.

Requirements and setup process

To use an external number with Aircall and WhatsApp, follow these steps.

Steps:

  1. Add the external number to your Aircall account
    Contact the Customer Support team and request to add the number as an external number. You will be asked to provide proof of ownership or other required documentation.
  2. Remove the number from its existing WhatsApp account
    The number must be unlinked from any existing WhatsApp registration before it can be added to Aircall.
  3. Register the number in the Aircall dashboard
    Once the number is added to your account, you can register it using the same process as any other Aircall number.
Important: The verification call for WhatsApp will not follow Aircall’s call distribution flow. It will be received by the system where the number is currently registered. Make sure you are able to answer the verification call directly from that system.
Note: When moving the number, all existing WhatsApp chat history will be lost.

Key considerations

  • Aircall can connect external numbers to WhatsApp after support has created them in your account.
  • The verification call will not appear in Aircall; it will only ring through the number’s original carrier or provider.
  • You must be ready to receive and answer the verification call outside of Aircall.

By following these steps and precautions, you can successfully connect your external number to Aircall for use with WhatsApp.

Compliance

To learn about WhatsApp in Aircall compliance requirements, see WhatsApp in Aircall – Compliance.