Aircall SMS allows your team to send and receive text messages directly from Aircall. This article explains how to enable or remove the feature, troubleshoot issues, and access older SMS conversations.

For an overview of how SMS works in Aircall, visit SMS (Business Text Messaging).

Enabling Aircall SMS

Before requesting access to Aircall SMS, ensure your selected number meets the requirements described in the SMS guide.

Steps:

  1. Confirm that your number meets all eligibility requirements.
  2. Contact our Customer Success team to request activation of Aircall SMS for your account.
Note: Aircall SMS can only be activated by our Cuctomer Success team. Self-enablement is not available at this time.

Removing Aircall SMS

Aircall SMS is enabled at the company level. It is not currently possible to disable SMS for specific numbers while keeping it active for others.

Steps:

  1. Register for the Aircall Support Portal.
  2. Submit a request using the Remove Aircall SMS form.
Important: Removing SMS will disable the feature for your entire company account.

Troubleshooting Aircall SMS

If you experience issues sending or receiving SMS messages, please contact the Aircall Support team for assistance.

Steps:

  1. Register for the Aircall Support Portal.
  2. Submit a ticket through the SMS Troubleshooting form.
  3. Include as much detail as possible in your request, such as:
    • The phone number(s) affected.
    • Whether the issue occurs when sending, receiving, or both.
    • Examples of timestamps and message content (if applicable).
Tip: Providing detailed examples helps our team diagnose and resolve SMS issues faster.

Accessing older SMS conversations

To maintain performance and scalability, Aircall automatically archives older SMS conversations.

  • If your company has more than 10,000 distinct conversations, phone applications will only display and search the 10,000 most recent.
  • Older conversations remain stored and can be exported upon request.

Steps:

  1. Contact Aircall Support team through the Support Portal.
  2. Request an export of your archived SMS conversations.
Note: Only archived conversations beyond the most recent 10,000 can be accessed through export.

Receiving Aircall SMS in the Google Messages app

Aircall SMS is intended to work only within the Aircall app. In some cases, however, messages sent to your Aircall number may appear in the Google Messages app on Android as RCS messages. This article explains why this happens and how to ensure messages are delivered only to the Aircall app.

Why Aircall SMS appears in Google Messages

Aircall SMS may route to Google Messages if your Aircall number is linked to your Google Account or has been manually registered for RCS. When a number is enabled for RCS, Google routes messages through its RCS servers. This can cause SMS sent to your Aircall number to appear in Google Messages instead of in the Aircall app.

How to receive Aircall SMS only in the Aircall app

To ensure all Aircall messages are delivered only within the Aircall app, you must deregister your number from Google’s RCS system. You can do this using one of the methods below.

Option 1: Disable RCS using Google’s online tool

Steps:

  1. Go to https://messages.google.com/disable-chat
  2. Follow the instructions to disable RCS for your phone number.

Option 2: Remove your number from your Google Account

Steps:

  1. Log in to your Google Account.
  2. Go to Personal info.
  3. Under Contact info, locate your phone number.
  4. Select the number. You may need to click it again to open the details.
  5. Click the trash can icon to delete it.
Important: If your number remains registered with RCS or linked to your Google Account, messages may continue to be routed to the Google Messages app instead of the Aircall app.