Aircall SMS Integration—Two-Way Messaging in Effi – effi

Effi now supports two-way SMS communication via Aircall! This allows brokers and support teams to send and receive SMS messages directly through the Effi platform when using Aircall.

🎥 Here's a quick feature walkthrough video!

What’s New?

Effi previously supported Aircall call events only. With this update, we’ve added support for SMS message events:

message.sent
message.received

This means Effi can now display SMS conversations from Aircall—creating a more seamless and centralised communication experience.

How It Works

1. Webhook Setup Required

To enable this feature, ensure your Aircall account has webhooks enabled for the following events:

message.sent
message.received

Your administrator can configure this in the Aircall webhook settings.

Your admin can configure this in the Aircall webhook settings.

To ensure calls and messages sync correctly, please make sure only the following event types are enabled in Aircall:

✅ Enable

All call events
Message events
- message_sent
- message_received

❌ Disable

message_status_updated
All user events

Why This Is Important

With this configuration in place, all inbound and outbound calls (after contact sync) and SMS messages will sync correctly and display properly in Effi’s messaging trail.

Incorrect event settings may prevent calls or messages from appearing in the system.

2. Sending a Message

You can send a text from:

Effi: directly through the contact's lead profile
Aircall App: using the "New Message" feature

Once sent:

The message will appear under the Messaging Tab in Effi

3. Receiving a Reply

If your client replies:

Effi captures the incoming message from Aircall
It will appear in the lead's activity timeline
The message will also show up in the Aircall app

Both platforms remain in sync.

Example Flow

You send a message from Effi → the client receives it.
Client replies via SMS → message appears in Effi and Aircall.

You reply again using:

Effi platform
Aircall app

Effi will receive and store all replies regardless of the app used.

⚠️ Known Limitation

If you send a message directly from Effi, it will not show in the Aircall app message log. This is a current limitation of Aircall’s webhook architecture—Effi can only receive data from Aircall, not send data to them.

We are exploring if Aircall will support inbound messages from Effi in the future.

Who Can Use This?

This feature is already integrated and available to all environments.

It is particularly helpful for brokers and teams using Aircall to manage communication within the Effi platform.

Need Help?

If you're unsure how to enable this or have questions about SMS communication through Aircall, feel free to reach out to our support team at support@effi.com.au