Aircall User Management Guide

• Model type: role-based
• Description: Aircall uses a fixed set of three base roles (Agent, Supervisor, Admin) with an optional Owner overlay (Advanced permissions) that can be added to any base role. Roles are assigned per user from the Dashboard. No custom role creation is supported; granularity is limited to the four predefined permission levels. Supervisor scope can be restricted to specific teams and numbers on the Professional plan.
• Custom roles: No
• Custom roles plan: Not documented
• Granularity: Four fixed permission levels: Agent (app-only), Supervisor (dashboard read + scoped analytics), Admin (full dashboard management except billing), Owner overlay (billing + full user management). Supervisor team/number scoping available on Professional plan.

1. Log in to the Aircall Dashboard at https://dashboard.aircall.io/login (requires Admin or Owner role).
2. Navigate to Users and Teams > All users.
3. Click 'Create one or multiple users', then select 'Create one user' from the dropdown.
4. Enter the new user's information: first name, last name, email address, and role (Agent is pre-selected).
5. Click 'Create user' to complete. The system sends an invitation email with a confirmation link.
6. After account activation, assign the user to at least one phone number via Numbers > Call Distribution before they can make or receive calls.

Required fields: First name, Last name, Email address, Role (Agent, Supervisor, or Admin; Owner requires Owner-level actor)

Watch out for:

• User invitations are valid for 15 days; Admins can resend expired invitations.
• New users must be assigned to a phone number before they can make or receive calls.
• Emojis are not allowed in First Name and Last Name fields.
• Only Owners can create users with the Owner role; the option is greyed out for Admins.
• Adding users beyond the plan's included count generates a pro-rated invoice immediately, even if the user is removed shortly after.

• Can delete users: Yes
• Delete/deactivate behavior: Aircall does not offer a 'deactivate' or 'suspend' state. The only removal action is permanent deletion. Once deleted, the user loses access to all Aircall applications (mobile, web, desktop) immediately. All user-related data except call recordings is deleted. Call recordings are retained because they are associated with the phone line, not the user.

1. Log in to the Aircall Dashboard.
2. Navigate to Users and Teams > All users.
3. Find the user in the list.
4. Option A (row action): Move to the far right of the user's row, click the three vertical dots (⋮) menu, select 'Delete [username]', confirm in the popup.
5. Option B (profile action): Click the user's name, go to the General tab, scroll to the bottom of the page, and use the delete option there.
6. Click 'Delete' again in the confirmation popup to finalize.

Watch out for:

• There is no deactivate/suspend option; deletion is permanent and immediate.
• Users cannot delete their own account; another Admin or Owner must perform the deletion.
• Admins cannot delete Owner-role users; only another Owner can delete an Owner.
• A confirmation popup warns that all user-related data (except call data and recordings) will be deleted - there is no recovery.
• For annual billing, adding a replacement user before the contract end date for a previously paid seat will not be billed again if the seat was already paid for in advance.

• Where to check usage: Dashboard > My Company > Plan > Included in Plan
• How to identify unused seats: No built-in 'last active' or unused-seat report is documented in official help center articles. Admins can review the Users and Teams > All users list and cross-reference with call history data in Analytics to identify inactive users manually.
• Billing notes: Aircall charges per license (seat/phone line), not per active user. Adding users beyond the plan's included count generates a pro-rated invoice immediately. For annual plans, seats are billed upfront for the contract period; removing a user stops future billing but does not refund the current period. Additional phone numbers cost $6/number/month. Nonprofits receive a 50% discount on annual plans. Essentials and Professional plans require a minimum of 3 licenses; Custom plan requires a minimum of 25 licenses.

Every app that lacks a suspend option forces admins into a binary choice: leave a departing user active or delete them permanently and lose all associated user data. In Aircall, that tradeoff is unavoidable.

Identifying inactive users requires manually cross-referencing the Users and Teams list against Analytics call history, since no built-in last-active or unused-seat report exists.

Billing compounds the overhead: adding a user beyond the plan count triggers an immediate pro-rated invoice, and annual seats are billed upfront with no refund for the current period if a user is removed early.

The 3-license minimum on Essentials and Professional plans means every app with a small team pays for headroom it may not use.

Recurring friction points reported by Aircall customers center on billing opacity and provisioning gaps. The per-license model with immediate pro-rated invoicing on overages catches teams off guard, and annual upfront billing for additional seats is a consistent complaint.

SSO being unavailable below the 25-user Custom plan threshold locks out smaller organizations entirely. The absence of a native SCIM path means every app that uses Okta for provisioning must route through a paid third-party connector.

Support responsiveness is a documented pain point, with aggregated Capterra review analysis noting that a significant share of reviews flag slow or unhelpful support.

Common complaints:

• SSO (SAML) is not self-service and is only available on the Custom plan (25-user minimum); smaller teams cannot access it.
• No native SCIM provisioning; requires a third-party Aquera connector for Okta-based automated provisioning.
• Per-license billing model means paying for unused seats, especially painful with the 3-license minimum on entry plans.
• Adding a user beyond the plan count triggers an immediate pro-rated invoice even if the user is removed shortly after.
• No deactivate/suspend option - only permanent deletion, which destroys all user data except call recordings.
• Billing complaints are common: multiple users report unexpected charges, unclear invoices, and difficulty obtaining refunds.
• Advanced analytics (Analytics+) and AI features are paid add-ons, not included in base plans, increasing total cost significantly.
• Only 1 phone number included per plan regardless of license count; additional numbers cost $6/month each.
• Customer support response times reported as slow, especially for billing disputes.
• Reporting access is limited for Agents (no dashboard access) and scoped for Supervisors, requiring Admin role for full visibility.

Community observations (summarized from cited discussions):

• 38% of Capterra reviews flag slow and unhelpful support, with some describing it as 'non-existent - Allo blog aggregated Capterra review analysis, 2025 (https://www.withallo.com/blog/aircall-pricing)

Aircall's manual user management is workable for small, stable teams but becomes operationally expensive as headcount changes frequently. The lack of a suspend state, no built-in inactive-user reporting, and no native SCIM mean that every app scaling past a handful of users will absorb meaningful admin overhead.

Teams on Essentials or Professional plans have no path to SSO or automated provisioning without upgrading to the Custom tier and engaging an account manager. If your organization requires IdP-driven lifecycle management or granular role control beyond the four fixed levels, Aircall's current architecture does not support it natively.

Bottom line

Aircall's user management is functional but deliberately limited: four fixed roles, permanent-only deletion, no native SCIM, and SSO locked to a 25-user-minimum Custom plan.

Every app that needs automated provisioning, a suspend workflow, or self-service SSO will hit a hard wall without third-party tooling or a plan upgrade.

Billing behavior - immediate pro-rated invoices on overages, upfront annual seat costs, and a 3-license floor - adds financial unpredictability to routine user changes.

Teams with low churn and stable headcount will find the Dashboard adequate; teams with frequent onboarding and offboarding cycles will find the manual overhead and billing model a persistent operational cost.