Group messaging allows agents to send SMS messages to multiple recipients at once from eligible US and Canadian numbers. This feature is available across all plans and supports up to 10 participants per group conversation. At launch, it is available on the Aircall Workspace Desktop and Web app, with mobile support planned for the end of Q1 or the beginning of Q2.

Group messaging supports SMS only. Calling and WhatsApp channels are not supported.

Important: Group messaging is restricted to US and Canadian numbers due to carrier limitations. It is not supported in other countries.

Create and start a group conversation

Steps:

  1. Select a US or Canadian number in Aircall Workspace.
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  1. Click Create a group.
    • The button is greyed out for non-US/CA numbers.
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  1. Add up to nine recipients.
    • Only US and Canadian numbers can be added.
    • The interface displays the number of remaining recipients available.
  2. Send your SMS message.

When using existing contacts, the contact name appears in the group chat interface. If a contact is created after the group message is sent, the name will load later, similar to one-to-one SMS behavior.

Edit a group conversation

Agents who have access to the line can:

  • Rename the group
  • Add participants
  • Remove participants
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However, due to carrier limitations, modifying the participant list creates a new group conversation session. Message history cannot be preserved when participants are added or removed.

The interface displays a warning to inform users that a new session will be created. This functionality is designed to save time when adding or removing participants from large groups without rebuilding the entire list.

Important: Any change to the participant list creates a new group conversation session. Previous message history is not carried over.

Recipients cannot remove themselves from a group. Only agents assigned to the line can edit the group.

Messaging capabilities and delivery statuses

Group messaging supports SMS only.

  • Calling is not supported.
  • WhatsApp is not supported.

Delivery statuses may appear as partial. For example:

  • One recipient may show as Sent
  • Another recipient may show as Delivered

This is expected behavior. Some carriers do not consistently provide delivery confirmations for group SMS. As a result, messages that are likely delivered may remain indefinitely in a Sent status.

  • Agents can click the detail button in the conversation status object to view detailed status information for each recipient.
  • If a message fails, a clear error code and status are displayed, similar to one-to-one SMS.
Note: Partial delivery statuses are common for group SMS due to carrier reporting differences.

Group messaging pricing

Group messaging is available on all Aircall plans without the need to purchase an Add-on. Group messages follow the same pricing structure as 1 to 1 SMS. Each message segment is billed per recipient.

  • For example, if you send a message that contains 2 segments to 5 recipients, you will be billed for 10 segments in total (5 recipients multiplied by 2 segments).
  • Clients who have a monthly messaging quota included in their plan can use that quota for group messages.
Note: Group message usage appears in the Messaging section of the invoice. There is no dedicated line item for group messaging.

FAQs:

Why is group messaging limited to US and Canadian numbers?

This limitation is due to carrier restrictions. The feature is not available in other geographies.

Why did a new conversation appear after I added a participant?

Carrier limitations prevent maintaining message history when the participant list changes. Any addition or removal of participants creates a new group conversation session.

Why does one recipient show as Sent and another as Delivered?

Carriers vary in how they report delivery confirmations for group SMS. Partial delivery statuses are expected, and some messages may remain in a Sent status even if delivered.

Can recipients remove themselves from a group?

No. Only agents with access to the line can modify the participant list.

When will mobile support and API access be available?

Mobile support is expected at the end of Q1 or the beginning of Q2. Public API access is expected in March.

Can I see the activity logged in my integrations?

Currently, no, but we plan to make it available in HubSpot and HubSpot CTI in Q2'26