29-09-2026

New features

Outbound platform

Branded Caller ID for the EMEA market

Branded Caller ID is being introduced for the EMEA market covering the United Kingdom, Germany, France and Spain.

Number Reputation

Number Reputation lets you monitor whether your Aircall numbers are flagged as spam by carrier networks. You can track the health status of each number directly in the Aircall Dashboard, and use that information to decide which numbers to use for outbound calls.

Number Reputation and Branded Caller ID are complementary, not interchangeable:

  • Number Reputation: helps you detect spam flags on your numbers so you can act on them, for instance by not selecting a flagged number for outbound calls.
  • Branded Caller ID: displays your company name and logo on the recipient's screen and, by improving pick-up rates, may positively influence how your numbers are perceived over time.

Local Presence report

A new Local Presence tab is now available in the Numbers Performance report. It shows:

  • how widely local presence is used,
  • how well local number matching works,
  • the answer-rate lift it delivers compared with calls placed without it.

Local Presence is available from the Professional plan.

Optional variables in AIVA campaigns

When you set up an AIVA outbound campaign, variables from the AI agent's conversation guidelines (the instructions that define how the agent talks with the customer) now appear alongside the mandatory variables from the first greeting message. This means you can pass richer per-contact context and unlock more personalized conversations.

  • Optional variables appear at the variable mapping step when you import contacts into the campaign, whether via CSV or HubSpot. They are also supported via the public API.
  • Map them to a CSV column or CRM field. This step remains optional.
  • If values are missing from your import source, contact import is not blocked and the campaign launches without issue. AIVA simply runs without that extra context for those contacts.

Numbers - eSIM in Spain

eSIM is now available in Spain. In the Spanish flow, dropdowns let you select a user and assign a license. Both are optional: you can complete them during the purchase flow or later, in the Integrations tab on the number's details page.

Improvements

Intercom - Integration enhancements

  • Call transcription and AI Assist / Assist Pro insights logging
  • Automated callback logging
  • MMS and WhatsApp media file logging
  • Call UUID and call ID logging
  • External call transfer details

Zendesk - Integration enhancements

  • Multi-brand support: tickets created or updated by Aircall now include a brand value based on the new multi-brand setting. This setting lets you map Zendesk brands to the Aircall numbers associated with the integration. Tickets created or updated for calls and messages handled via these mapped numbers use the mapped brand instead of the default brand.
  • Enhanced assignment rules for agent groups: the ticket assignment rule setting now lets you assign tickets to a specific agent group, or to a specific agent within a group. You can create assignment rules based on call or message type and map them to specific Aircall numbers. Tickets created or updated for calls and messages handled via these mapped numbers are assigned to the mapped agent group or agent, instead of the default agent group of the agent who handled the call.
  • Outbound call logging in Zendesk tickets via CTI: outbound calls initiated from the Aircall CTI in Zendesk (by clicking a number in a Zendesk ticket) are now logged in the originating ticket, including call transcription and AI Insights. In this case, integration settings are ignored and the call is always logged in the ticket from which it was initiated.
  • Enhanced agent status sync: you can now choose which Zendesk status is applied to an agent while they are on a call in Aircall. When Aircall-to-Zendesk status sync is enabled, a new setting lets you select one of the four available Zendesk statuses.
  • IVR selection details logging: IVR selection details can now be logged in Zendesk tickets as tags or notes, including the selected title, key and branch.
  • MMS and WhatsApp media file logging: media files sent via MMS or the WhatsApp channel are now logged in Zendesk ticket notes and added as attachments.
  • details of calls transferred outside Aircall to external numbers are now logged in Zendesk tickets as notes, including the external number.

Updates

WhatsApp - Pricing change

Starting October 1, 2026, Meta (owner of WhatsApp) is introducing new charges for two types of outbound messages that have been free until now. This is a change Meta is making platform-wide, not a price increase from Aircall. We pass these charges through to your invoice based on your usage, with no markup added.

22-09-2026

New features

Data - Regional data hosting page

A new public page sets out where conversational data is hosted for Aircall customers across the US, EU, and Australia. It covers call recordings, voicemails, transcriptions, and AI insights.

Improvements

Aircall Workspace - Contact centric view

Aircall Workspace now merges the two side panels into one unified Contact view, bringing identity, interaction history, and AI-generated summaries together in one place.

  • One panel, not two: everything about a contact (contact details, notes, CRM sources) now sits together with the additional info (related conversations and contact insights) instead of being split across two panels. Conversations stay structurally unchanged.
  • New persistent contact info: avatar, name, company, a new local-time badge, copyable phone numbers and email, the integration source (for example "via HubSpot"), and an Edit button are always visible at the top.
15-09-2026

New features

Analytics - Number Performance Report for Branded Caller ID

Customers enroll in Branded Caller ID to get more of their calls picked up. The new Number Performance Report shows whether it is working: the connected rate on your branded numbers, how it compares to your non-branded numbers, and how it has moved since you enrolled.

This is an admin-only report. Supervisors do not have access to it. Data only appears for numbers that are eligible for Branded Caller ID.

Ecosystem - Aircall Startup Program

Aircall is launching a startup program, through which startups can get Aircall for their business under certain conditions.

Improvements

Analytics - Fix on Missed Calls % with AI Voice Agent

We fixed a bug in how the Missed Calls % is computed when an AI Voice Agent (AIVA) is involved. Calls handled purely by AIVA were excluded from the denominator (total inbound calls), which inflated the rate.

  • Before: Missed Calls % = Missed Calls (excluding AIVA calls) / Inbound Calls (excluding AIVA calls)
  • Now: Missed Calls % = Missed Calls (excluding AIVA calls) / Inbound Calls (including AIVA calls)

Customers with AIVA may notice an improvement in their missed calls rate. The change is retroactive.

08-09-2026

New features

AI Assist - Secondary Transcription Language

Admins can now set a secondary transcription language on a number, under Number Settings > Transcriptions. The AI identifies which of the two languages was spoken on each call and transcribes in that language, defaulting to the primary language when it can't tell.

Until now a number supported one language only, so calls in any other language produced nothing at all: no transcript, no summary, no scorecard. Teams handling two languages on the same number now get all three for calls in either language.

This applies after the call, not during it. It covers async transcription, summaries, and scorecard evaluations. It does not apply to anything real-time: live transcription, playbooks, and live prompts all continue to use the primary language only. We intend to explore extending it to live features in 2027.

API - Public Endpoints for AI Assist Trackers

The new Public Trackers endpoints are now live in Production.

01-09-2026

New features

AI Voice Agent

Agent templates

AI Voice Agent (AIVA) now offers ready-made agent templates instead of a blank page, available to trial prospects and existing Aircall customers. Choosing a template creates a working agent pre-filled with your own business information, which you then review and adjust rather than build from scratch.

  • No agent yet: you land on "Choose your AI voice agent", a full page with the template options.
  • Already have an agent: select "Start from template" at the top and the same templates open in a pop-up.

Available templates are the FAQ agent and the Lead qualifier (HubSpot). Templates are for inbound agents only for now.

Every live template card also includes a "Try sample agent" option, so you can hear a fully built agent handle that exact use case before building anything. Sample agents are available for the FAQ agent and the Lead qualifier.

With the HubSpot Lead qualifier, the agent answers the call, collects the caller's information, and logs and qualifies the lead directly in HubSpot, with no configuration needed to get there.

Outbound campaigns

Run coordinated outreach handled entirely by an AI Voice Agent, for example warm leads, re-engagement, appointment reminders, surveys and feedback. The campaign engine manages the contact queue, parallel calls, retry logic and calling hours. The AI Voice Agent handles every conversation end to end, transfers to a human agent only if needed, and automatically classifies outcomes.

  • Configure your outbound AI Voice Agent in the AI Voice Agent tab, including script variables that map to the columns of your CSV or HubSpot segment.
  • Configure your campaign: agent, contact list (mapped to your variables), calling hours and more.
  • Acknowledge compliance, covering consent management, AI voice disclosure and calling hours. Verification remains the customer's responsibility.
  • Launch, then track outcomes per contact and per campaign in Analytics > Outbound > Campaign breakdown.

HubSpot - Missed call ticket owner

A new "Missed Call Ticket Owner" setting in the call-outcome section of the Aircall HubSpot integration lets admins choose who a missed call ticket is assigned to: Contact owner (default) or Unassigned. If "Contact owner" is selected but no owner can be resolved, the ticket is created as Unassigned.