Aircall offers a variety of resources to help you get the most out of our platform. From self-service options to assistance from our Customer Support team, there’s always a solution to address your needs and questions.
Online resources
Aircall provides several online tools that allow you to find answers quickly and manage your account independently:
- AI Chat Assistant: Chat with our AI Assistant 24/7. Trained on our help documentation—which includes knowledge articles about our product, FAQs, and troubleshooting steps—our AI Chat Assistant resolves over 70% of customer queries instantly, without human involvement.
- Knowledge Base: Browse hundreds of articles at support.aircall.io for guidance on usability, setup, and troubleshooting.
- Aircall Learning Lab: Explore self-paced courses and certifications at learn.aircall.com to deepen your understanding of Aircall, learn best practices for setup, configuration, and troubleshooting, and access resources designed to empower you and your team with the knowledge and skills needed to maximize your success with Aircall.
- Status Page: Visit status.aircall.io to check for maintenance updates or ongoing incidents. You can also subscribe to receive live alerts.
- Developers portal: Access API and Webhooks documentation at developer.aircall.io.
- Privacy and legal resources: Learn more about privacy at aircall.io/privacy-faqs or access terms and conditions at legal.aircall.io.
Getting started with Aircall Support
The fastest way to find help is to use our AI Chat Assistant located on the Aircall Help Center. It is available 24/7 to assist you as needed.
How can the Aircall Customer Support team help you?
Our Customer Support team can assist you with a variety of topics related to using the Aircall platform effectively, providing specialized support covering:
- Billing, invoicing, and payments: Assistance with payment methods, failed payments, questions about specific charges in your invoice, billing details changes and other billing related topics.
- Number porting, purchasing, and compliance: Assistance with porting numbers to or from Aircall, purchasing phone numbers, checking number availability in specific countries, number compliance requirements (such as messaging registration and A2P 10DLC) and other regulatory matters related to phone numbers.
- Technical and product support: Assistance with Aircall product, such as setup, configuration, feature usage, and troubleshooting technical issues.
- Account management, plan changes, and customer success consultation: If you’ve already subscribed to Aircall and need to discuss contract renewals, plan changes, upgrades or pricing, please contact our Customer Success team (CSM).
If you’re not yet subscribed to Aircall and want to discuss trial, demo, subscription or account verification, feel free to contact our Sales team via Phone or Chat at aircall.io/contact or via email at sales@aircall.io.
Who can contact the Aircall Customer Support team?
Aircall is designed for flexible administration. Only Aircall users with Owners, Administrators, and Supervisors permissions have direct access to our Customer Support team. To connect with our team, log in to support.aircall.io using your Aircall credentials and click Contact Us in the top-right corner to contact our team.
Aircall users with Agent permission who encounter issues should reach out to their company’s Owner, Administrator, or Supervisor, who can seek help on their behalf. Please note that you can add non-Aircall users to a ticket request as well, using our CC field, allowing these users to follow updates by email.
NOTE:
All user roles can leverage our AI Chat Assistant as well as other online resources, regardless of their role within the Aircall account.
What to expect from Aircall Support?
We will investigate and assist you to the best of our abilities. Depending on your request, we may need you to provide additional details such as:
- When the issue started
- Impacted users or numbers
- Whether the issue is permanent or intermittent
- Concrete examples (timestamps or call IDs)
- Screenshots from your account
Sometimes, when investigating a technical issue, we will need to troubleshoot the issue together by doing the following:
- Set up a Google Meet or screen sharing session
- Run tests such as Aircall Network Checker or Network Diagnostics
For technical issues reported, we’ll investigate to identify the root cause that usually end up being one of the following:
- Unexpected behavior with the Aircall product: our team will escalate the issue to the appropriate team for a fix. Resolution time may vary from a few hours to a few weeks, depending on the severity, impact and testing requirements.
- Unexpected behavior with a third-party partner: We will coordinate with the partner to resolve the issue. This is applicable except for issues with integrations not built by Aircall.
- Unexpected behavior caused by a user's device or network: Our team will guide you toward resolution using best practices. For best results, please review these resources when troubleshooting:
- Expected behavior: If the issue is determined to be expected behavior or working as designed, our team will log a feature request or product feedback on your behalf. Please note that development is subject to prioritization by our Product team.
Solving issues yourself
Most questions can be solved using our online resources, and many actions can also be performed directly from Aircall’s Dashboard. Some examples are highlighted below:
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Manage your numbers
- Purchase new numbers
- Configure call distribution and Smartflows
- Adjust number settings (recording, transcripts, mandatory tagging, music files, timezones, etc.)
-
Manage your users
- Create or delete users
- Change user email addresses
- Define roles and permissions
- Associate users with numbers and teams
- Set call and notification preferences
- Configure customer service special dates
- Manage call tagging
- Block inbound calls
- Manage and configure integrations
TIP:
You can always use the AI Assistant for guided walkthroughs of these tasks.