This article explains how to import contacts into Aircall using a CSV file, outlines formatting requirements, and shares important limitations and tips to ensure a successful import.

Important: When a user imports contacts into the Aircall Workspace app, the contacts become visible to all users on the account.

What is a CSV file?

A CSV file is a common format for storing contact lists. It allows you to export contact data from most CRM tools or spreadsheets and upload it directly into Aircall.

To import contacts into Aircall, your CSV file must be smaller than 1 MB. If your file exceeds this limit, split it into multiple smaller files and upload them separately.

Required file structure

When creating your CSV file, use the following headers and populate each column with your contact data:

  • first_name
  • last_name
  • company_name
  • phone1
  • phone2
  • phone3
  • phone4
  • email
Example CSV file showing contact fields: first name, last name, company, phone numbers, and email
Important: All phone numbers must include the country code and follow the E.164 format, with no spaces or special characters. Other formats may work, but E.164 is strongly recommended to avoid import issues.

Creating a CSV file in Google Sheets

Steps:

  1. Open a new Google Sheet.
  2. Add the required headers listed above.
  3. Enter your contact data under each column.
  4. Click File, then Download, then Comma-separated values (.csv).

Your file is now ready for import.

Converting an Excel file to CSV

If your contacts are stored in an Excel file, Aircall recommends converting the file using Google Sheets to reduce the risk of data loss.

Steps:

  1. Copy and paste your data from Excel into a Google Sheets document.
  2. Open the file in Google Sheets.
  3. Click File, then Download as.
  4. Select Comma-separated values (.csv).
Google Sheets menu showing File > Download > Comma Separated Values (.csv)

You can now use this CSV file to import your contacts.

Note: Emojis are not supported in contact attributes. Any emojis included in your CSV file will be removed during the import process.

Importing the CSV file into Aircall

Steps:

  1. Open the Aircall Workspace app.
  2. Go to the Contacts section.
  3. Click Add in the upper-right corner.
  4. Select Import contacts.
  5. Choose the CSV file you want to upload.
  6. When the contact field screen appears, review and complete all fields. A contact can include multiple phone numbers.
  7. Select the default country prefix.
  8. Click Import contacts.

Your contacts will appear in the app after a few minutes.

Note: Uploading the same CSV file more than once will create duplicate contacts. Only upload new or updated contacts to avoid duplication.

Deleting or modifying contacts

For security reasons, it is not possible to mass delete contacts from the Aircall dashboard or phone app.

Important: To request a full contact wipe, contact our Customer Support team. Once completed, you can upload a new contact list.

To delete or modify a single contact, use the Aircall Workspace app.

Contacts in integrations

If you use a CRM integration, ensure that all contact phone numbers are saved in E.164 format. This guarantees proper synchronization between Aircall and your CRM.

Note: When contact sync is enabled, contacts must be in E.164 format both in Aircall and in the integrated tool.

Final tips and troubleshooting

Character encoding issues

If your file includes special characters, such as accents, you may notice formatting issues after import, especially when using Windows Notepad.

On Windows

Steps:

  1. Open the CSV file in Notepad.
  2. Click File, then Save As.
  3. Select UTF-8 in the Encoding field.
  4. Click Save.
  5. Open the new CSV file in Excel and verify that special characters display correctly.

On macOS

Use Numbers to create or edit your CSV file instead of Excel.

Error when importing contacts with missing information

The table below summarizes the symptom, cause, and solution related to contact import errors caused by missing or invalid phone numbers in Aircall.

SectionDescriptionDetails
SymptomImport error messageAfter attempting to import a list of contacts into Aircall, an error message appears stating: “X of your contacts contain missing information and could not be processed.”
CausePhone number cannot be verifiedOne or more contacts include phone numbers that Aircall cannot verify. This may occur if the phone number field is empty, the phone number is not a valid telephone number, or the phone number format cannot be recognized. Without a valid phone number, the contact cannot be processed during the import.
SolutionValidate contact data before importEnsure each contact includes at least one phone number, all phone numbers are valid and complete, and phone numbers are formatted using the E.164 format, including the country code, with no spaces or special characters.
Note: Contacts without a valid phone number cannot be imported into Aircall. Always review your file for missing or incorrectly formatted phone numbers before starting the import.
Important: Although some other phone number formats may work, using the E.164 format is strongly recommended to ensure that contacts are imported and saved correctly.

Once these corrections are made, reupload the contact file to Aircall.

Exporting contacts from Aircall

Currently, it is not possible to export contacts from the Aircall Workspace or Aircall Dashboard.

Note: If you require a contact export, contact our Customer Support team for assistance.