This FAQ article brings together the questions users ask most often during trial and the first weeks with Aircall.

It complements the Admin and agent getting started guide, so please remember to follow the getting started guides for specific details on number configuration, users & teams, and other specificities about Aircall configuration to make sure you are ready to get the best out of Aircall.

Article overview

Below you’ll find all the sections in this article so you can quickly jump to the topics that matter most to you:

  1. First steps & where to start
  2. Numbers, porting & verification
  3. Making calls
  4. Messaging & SMS (A2P, limits, costs)
  5. Integrations & other tools
  6. Billing basics during onboarding
  7. AI, analytics & advanced features
  8. Technical & security basics
  9. Getting help during onboarding

1. First steps & where to start

 I’m new to Aircall. Where should I start?

Follow the Onboarding overview: choose your path to pick the right getting started guide. Based on your role, you will have a dedicated guide that will help you with the first steps to take during your first weeks at Aircall.

I’m on a trial. Does this onboarding still apply to me?

More information: Trial experience with Aircall

Yes. The same steps (access, numbers, routing, users, one main integration) apply to both trial and paying customers. The main differences are:

  • Some actions (like porting your existing business number) usually happen after you become a paying customer.
  • You might have a lighter touch from Implementation if you’re in the 1–3 or 4–10 user segments.

Use the trial to:

  • Make test calls,
  • Validate your call flows,
  • Try one key integration,
  • Prepare documents you’ll need for numbers and messaging.

2. Numbers, porting & verification

How do I get my first number in Aircall? 

You typically have two options:

  1. Create a new Aircall number from the Aircall Dashboard.
  2. Port an existing number (for example, the number on your website) to Aircall once you’re ready to go live.

For information on how to create or port an existing number, please go to Agent getting started guide: using Aircall every day. We recommend you to follow it step by step to get everything configured correctly.

What documents do I need to verify my number, and how long does it take? (excl. US numbers)

More information: Number purchase requirements by country

Requirements depend on:

  • Country of the number,
  • Number type (local, mobile, toll-free),
  • Local regulations.

Typical documents include:

  • Proof of business (e.g. business registration),
  • Proof of address,
  • Sometimes ID documentation for a legal representative.

Verification time can range from minutes to several days depending on the country and carrier. During this time, you can still:

  • Configure Smartflows,
  • Attach users and teams,
  • Test internal call flows with other numbers where allowed.

How do I know if my number has been verified?

More information: Verifying your number on the Aircall Dashboard.

In Aircall Dashboard:

  • Go to Numbers and check the status for each number.
  • If your status hasn’t changed after the typical timeframe listed in the KB for your country, or you received a rejection email that isn’t clear, contact your AE, CSM, or Support with your number and submission details.

Can I use my existing business number during trial?

In most cases, you’ll:

  • Create an Aircall number during trial to start exploring Aircall functions, such as call distribution and integrations.
  • Plan your porting so your main business number moves to Aircall when you become a paid customer (usually once you’ve subscribed and your setup is stable).

Check with Sales for your specific region and use case before porting your main number.

How long does it take for my caller ID name (CNAM) to show correctly? (US & Canada)

For US numbers, you can set a CNAM (Caller ID Name) so your business name appears next to your number on outbound calls. CNAM is managed by carriers, so it can take time to propagate and it won’t always display the same way for every recipient.

If outbound recognition is important for your team, follow the steps in Using CNAM for Caller ID display with US numbers to request or update your CNAM.

3. Making calls

Why can’t I make or receive calls in Aircall Workspace?

Common reasons:

  • You’re not assigned to a number: ask your admin to add you to the right team or number.
  • Your status is Unavailable or you are in wrap-up: switch to Available when you’re ready to take calls.
  • You’re signed into the wrong account (for example, a second trial instead of your main company account).
  • You’re trying to reach a destination that is not included in your plan. If you’re a paid customer, please reach out to our Customer Success team to request activation of the World Wide Calling and Premium Rates features.

If the call button is greyed out, check with your admin that you’re assigned to at least one number.

4. Messaging & SMS (A2P, limits, costs)

Why can’t I send SMS yet from my Aircall number?

There may be three reasons why you can’t send SMS yet from your Aircall number:

  1. Your number is not SMS compatible.

Check in Aircall Dashboard > Numbers if your numbers is SMS compatible you will see a blue bubble in the number column. You can also check it by selecting your number and finding the SMS tag below your number name. 

  1. You reached the SMS segment quota

If SMS was working and then stopped, check whether you hit any limits or changed your number type. For more information, please see Aircall SMS messaging limits. You can also Contact Aircall support to find out more about your options.

  1. A2P Registration not completed

If you’re planning to send SMS or MMS using a US or Canadian number, you must complete messaging registration (A2P 10DLC) before you can use SMS. 

Important: Please note the A2P registration can take a few weeks, so try to do it as soon as you create your US number at Aircall.

Typical steps:

  • Register your brand and use case,
  • Wait for carrier approval, which can take several days,
  • Configure SMS settings according to local rules and your plan.

For Toll-free phone numbers, you can send/ receive SMS/ MMS, but the process is different than A2P 10DLC. For more information, please see Messaging compliance for Toll-Free US and Canada numbers.

For more information about A2P registration, please see A2P 10DLC: Submitting your registration.

5. Integrations & other tools

When should I set up my CRM/helpdesk integration?

Very early. For most customers, a main integration (Salesforce, HubSpot, Zendesk, Intercom, Pipedrive, etc.) is part of the value they expect from Aircall and is configured in the first weeks.

Recommended order:

  1. Confirm access & roles.
  2. Create numbers and basic routing.
  3. Add users & teams.
  4. Connect one primary integration and test call logging and context.

If you are looking for customizable solutions, reach out to our Account Management team.

6. Billing basics during onboarding

When does billing start?

Billing starts once you sign your contract or convert from trial to a paid plan, according to your commercial agreement. The trial period itself is typically free, but:

  • Extra users beyond what’s on the order form can generate additional charges.
  • Changes to licenses or add-ons can affect future invoices.

For details on your plan and billing, please head to the Aircall Dashboard → My Company→ Billing. For details on how to manage your payment method, please see Managing your payment method.

What happens if I add or remove users or numbers during onboarding?

Aircall is license-based:

  • Adding users and phone numbers will increase your billing if you go beyond the number of user and numbers  licenses outlined in your contract.
  • Removing users does not adjust your contract value or result in a credit or refund. If you need to adjust your license count to differ from what your contract states, please contact your AE or the Success Team for options.

For more information, please see Aircall plans: pricing and flexibility.

Who should I contact for billing questions?

For pricing and billing, please contact Aircall Support. While you are on trial, please reach out to your Sales Team.

For more information, please see the articles under Billing & subscription section. 

7. AI, analytics & advanced features

When should I start using AI Voice Agent or other AI features?

Once your call distribution is configured and working as expected, you can start exploring AI Voice Agent to handle some calls out of hours or triage. 

This tool is automatically included in your plan and you receive 50 free minutes each month once you begin usage. You can also use AI summaries and transcripts (where available) to speed up after-call work and coaching.

For more information, please see Aircall's AI Voice Agent overview and Understanding your AI Voice Agent charges

Do I have to use AI to get value from Aircall?

AI is a powerful next step for automation and insight, not a requirement on day one. Many customers start with:

  • Core calling,
  • Smartflows / routing,
  • One main integration,
  • Basic analytics.

8. Technical recommendations & security basics

What technical setup do you recommend to ensure good call quality?

Aircall runs over your internet connection, so having the right technical setup is essential for reliable calls and a smooth onboarding experience.

  • Use a stable, high-quality internet connection, and avoid heavily congested or public Wi-Fi whenever possible.
  • When feasible, connect via Ethernet instead of Wi-Fi, especially for agents who handle calls throughout the day.
  • Use approved headsets, and verify that the correct input and output devices are selected in Aircall Workspace.
  • Ensure your firewall and network configuration allow Aircall traffic, and that any VPNs or proxies follow Aircall network recommendations.
  • Keep operating systems and all Aircall applications up to date on every device.

For detailed technical requirements such as ports, bandwidth, and supported devices, refer to our articles under Audio, call quality, & network

Are there any basic privacy and security best practices we should follow?

Establishing good security habits early helps protect your account and your data as you scale.

Recommended practices for admins and agents

  • Assign individual user accounts to each person, and never share login credentials.
  • Use strong, unique passwords, and enable SSO and/or MFA where available.
  • Restrict Admin and Owner permissions to users who truly need them, and review these permissions regularly.
  • Remove or deactivate user accounts promptly when someone leaves your company.
  • Keep API keys and integration credentials private, and rotate them if you suspect they have been exposed.

 For more detailed guidance, review our articles under Data & Security.

9. Getting help during onboarding

Where can I get help if I’m stuck?

You have several options, depending on where you need assistance:

  • In product:
    • The Home tab in Aircall Dashboard shows your onboarding tasks and progress.
    • In-app guidance or prompts (where available).
  • In the Help Center:
    • The Onboarding overview and Getting Started guides.
    • AI Assistant for quick, natural-language questions.
  • For deeper training:
    • Aircall Learning Lab for structured courses and best practices.
  • Human help:

If you’re not sure where to start, the Onboarding overview: choose your path article is a good first stop.