27-10-2026

New Features

Stats - Custom Dashboards

Aircall Analytics has 130+ metrics spread across 8 reports, many with several tabs. Most customers only need a handful of them for weekly or monthly reporting, so they often jump between pages, re-apply filters and copy numbers into Excel. With Custom Reports, A+ customers can pick the metrics they want from the Analytics catalog and put them on one page. Charts can be dragged, dropped and resized, and a set of filters can be defined for the view. The report can then be exported to CSV, Excel or PDF.

New entry points in Analytics for users without AIVA

New AI Voice Agent (AIVA) prompts in Analytics invite companies that haven’t created an AIVA to try one. The prompts appear where the data shows a problem AIVA solves: missed calls and high talk time. They add an in-context invitation, similar to the AIVA missed-calls notification already shown on the Dashboard homepage.

Partner AI Actions

Partner AI actions let Aircall’s AI features read from and act in third-party tools on behalf of a customer, for example looking up a contact, creating a record or checking availability. They differ from native Aircall AI actions because the capability is provided through the partner, not by Aircall alone.

  • Each action works by connecting to the partner’s MCP (Model Context Protocol) server, which exposes the tools the AI can call.
  • Aircall does not host or control the partner’s MCP server. Availability, permissions and behavior of the tools depend partly on the partner.

Outbound AIVA Simulation

Outbound agents now have the same simulation flow as inbound. Open an outbound agent, go to Simulations, add the details of the person the agent is calling, and run the simulation. You see the full back-and-forth between the agent and the contact.

  • Create scenarios manually: write the scenario and set its success criteria, meaning how you want the agent to handle the call.
  • Or generate scenarios with AI: each one comes with its own success criteria.
  • Choose real or simulated AI actions: with real actions on, you can check your relevant apps, like your CRM, to see exactly what was recorded.
  • Choose the number of iterations to see how the call plays out across different variations.
  • Review every run: each transcript shows why the run was graded the way it was.

When creating an outbound scenario manually, add the dynamic variables for the contact, such as {{ contact_name }}, {{ appointment_time }} or {{ appointment_type }}. When you generate scenarios with AI, these are filled in automatically.

Improvements

AIVA creation and configuration for supervisors

Supervisors can now create, edit and save AI Voice Agents from the Dashboard without being admins. Admins stay in control of everything that has an impact on call flows or costs: publishing, assigning a number and deleting an agent.

UI enhancement of Integration Settings in the Dashboard

  • The horizontal navigation bar of the Integration Settings page is now a vertical navigation bar. This applies to all integrations, including in-house, third-party and Tech Partner built integrations.
  • For the in-house integrations HubSpot, Zendesk, Monday, Zoho Desk and Freshdesk, the Settings tab is now divided into sub-sections that can be expanded and collapsed. Each sub-section loads only its own settings, so the page no longer loads everything at once. This helps avoid the loading issues caused by API or timeout errors.

Updates

Calls fully handled by AIVA no longer count as unanswered in Analytics and Live Monitoring

Calls fully handled by the AI Voice Agent (AIVA), meaning calls with the outcome “Answered by AI Voice Agent” and no human involved, are no longer counted as missed or unanswered. The Overview widgets already followed this rule. Some reports, exports and SLA calculations still counted these calls as unanswered, so AIVA calls appeared as missed in the Unanswered calls+ report (for example “Abandoned in IVR”) and SLA % came out too low.

What changes

  • SLA % goes up. The SLA tile, the evolution chart and the KPI tables now show the same value.
  • SLA metrics affected: the SLA evolution chart, Explore more KPIs, and the metrics by tag, entry number, final number, IVR branch and intent transfer branch, plus the matching exports.
  • Unanswered call counts go down for customers using AIVA.
  • Unanswered calls+ report: AIVA calls are removed from all unanswered widgets and drill-downs (unique callers, no subsequent call, wait time, by weekday and hour, unanswered evolution), and from exports. In the unanswered evolution chart they now count only as AI-handled, not twice.
  • SLA % (dashboard and exports): AIVA calls are removed from the SLA denominator. If no “SLA included unanswered reasons” are configured (the default), SLA % is now calculated over answered calls only, which matches the SLA tile.
  • Explore more KPIs (Inbound and Inbound+, Performance): “Unanswered handled by AI” (count and %) is replaced by “Handled by AI” over all inbound calls.
  • Live Monitoring: AIVA calls are removed from the unanswered count, the unanswered % and the SLA denominator, in both the top KPIs and the per-line metrics. The AI-handled % tooltip is calculated over inbound calls.

What does not change

  • SLA counts (calls within SLA and breaching SLA).
  • “Total inbound calls evolution > Handled by AI Voice Agent” still includes these calls.
  • In Call History, the outcome stays “Answered by AI Voice Agent” and the original missed reason is still visible.
  • Calls that AIVA escalated and that then went unanswered still count as unanswered.
  • There is no new filter in Live Monitoring to exclude AI-handled calls.
19-10-2026

Improvements

WhatsApp webhook events for BSUID support

Three new webhook events support WhatsApp BSUID:

  • whatsapp_username_message.sent
  • whatsapp_username_message.received
  • whatsapp_username_message.status_updated

These events are generated when a BSUID or username is received instead of a phone number. More details and the conditions that trigger them are available in the API references on the Aircall for Developers portal. The events are also added to the Webhook app and integration in the Dashboard.

Rebuilt integration with Zoho Desk

Aircall is rebuilding the integration with Zoho Desk so customers can use Aircall with both Zoho products, CRM and Desk, together. This follows the Zoho CRM integration enhancements shipped in Q2, and lets customers use Aircall for both Service and Support teams.

The initial version lets customers connect the two platforms, sync data and log calls and messaging data in Zoho Desk. The integration can be customized with advanced settings.

Data residency: EU and AUS regional storage for AI Assist Pro and AI Voice Agent

AI Assist Pro (AIAP) and AI Voice Agent (AIVA) data is now stored in the customer’s region (EU or AUS) for new customers.

  • AI Assist Pro: live for new customers since 1 October.
  • AI Voice Agent: live for new customers since 6 October.
13-10-2026

New features

Self-service porting flows in France and Spain

The self-service porting flow, launched for the US in April, is now open to France and Spain. LOA automation, previously US only, is also extended to a set of Platinum countries: France, Spain and Canada. Other Platinum countries will follow later this year or in 2027.

Country-specific differences compared with the US flow:

  • France: RIO per number (mandatory for mobile), SIRET and NDI. Expected timeline: 7 business days.
  • Spain: NIF/CIF mandatory, either for one or several lines and their associated numbers. For mobile, an eSIM per number. Expected timeline: 10 business days.
  • France and Spain: no PIN or State is required for porting, unlike the US flow. A validated KYC is required in France (geo and mobile) and in Spain (except toll free).

Outbound platform - Continuous campaign type

When creating a campaign, for both AIVA and human agents, you can now choose a campaign type:

  • One-time: dials through your list and completes when the queue is empty. This is the existing behavior.
  • Continuous: stays active and dials new contacts as they’re added, until you pause or archive it. It never completes on its own.

How it works:

  • Select the Continuous campaign type in General settings.
  • Add contacts as often as you need. There is no longer a contact limit per campaign. Each CSV or HubSpot import is capped at 10K contacts (previously 5K), and you can repeat imports as many times as you want.
  • Or feed the campaign automatically via API. Adding contacts via API isn’t new, but it is now surfaced in the product through an “Add via API” option in the Contact sources step (and the Sources tab). It shows the campaign’s endpoint, API keys and docs. You can connect your CRM, web forms or other tools (up to 100 contacts per request), and the queue fills up live with no manual imports.
  • Launch a campaign even if the queue is still empty. Dialing starts as soon as the first leads land in the queue.

Improvements

AIVA Agent Templates: Shopify “Where is my order?” agent

The Shopify “Where is my order?” (WISMO) template is now live. It is the third AIVA Agent Template after FAQ and HubSpot Lead Qualifier, and the first built for e-commerce. E-commerce customers can get a working inbound voice agent that looks up the caller’s order and tells them where it is: order name, products, quantity, fulfillment status, carrier and tracking number, straight from their store.

06-10-2026

New features

AI Ecosystem campaign

Aircall is opening its AI ecosystem through the Developer Portal and Partner MCP Registration, so any partner can plug in and any developer can build on it.

Saved filters limit increased to 10 for Pro and A+ (Stats)

The saved filters limit was 3 for all customers. It is now 10 for A+ and Professional customers. For Essentials customers, the limit remains 3 saved filters per dashboard.

Aircall MCP Server (Beta)

The Aircall MCP Server is a secure bridge that feeds Aircall information to AI assistants like Claude and ChatGPT. Once an admin connects their account, their AI assistant can pull and analyze real Aircall data instead of guessing.

  • AI Assist Pro accounts also get playbook results, custom summaries and scorecard and evaluation data.
  • Read-only for now: the AI can look but can’t edit, tag or send messages. Write actions and native one-click connectors are coming in V2.
  • Admins only. Supervisors and users can’t connect.

To try it, open your Claude settings or Customize Connectors, select Connect Aircall, then log in to your Aircall account and run queries on your Aircall data. This feature is still in Beta, if you want to get access to this, please, reach out to your Account Manager.

AIVA Simulations

Test how your AI Voice Agent behaves before it reaches a real caller. Simulations run text-based conversations between an AI-played caller and your real agent, using its actual configuration: call script, knowledge sources, intake questions, transfer rules and AI actions. Each conversation is scored against success criteria you define.

  • Create scenarios: write them manually, or let AI generate them (with success criteria) based on the agent’s configuration. AI-generated scenarios cover the happy path, core workflows and guardrails.
  • Run simulations: pick a scenario, choose the agent version (published or draft), the number of iterations, and whether to use simulated or real API actions.
  • Review results: each iteration is marked passed or failed, with the full transcript, the AI actions taken and the reasoning behind every criterion.

Good to know:

  • Simulations are free and don’t count towards call minutes. They are simulated conversations, not real audio calls.
  • Each company can run up to 200 simulated conversations per day, shared across all users and agents. If you hit the limit, you’ll see a warning and can continue the next day.