Understanding Local presence feature

Local Presence automatically selects the most relevant outbound number for each call based on the country and region you are calling to, improving pick-up rates while removing the need to manually switch numbers.

When agents call from a number that looks local to the recipient, they are more likely to get an answer. The feature works worldwide, matching both at the country level and, where applicable, at a more granular level such as state or area code.

Note: Local Presence selects from numbers already purchased and assigned to the agent in Aircall. To extend your geographic coverage, contact your Aircall team to acquire local numbers.

Who can use this feature

Local Presence is available on the Professional plan and above. By default, Local Presence is enabled for all users. Admins can disable it for individual users who do not handle outbound calls.

How Local Presence works

When an agent places a call with Local Presence active, Aircall reads the destination number and automatically selects the best available outbound number from those assigned to that agent.

Aircall evaluates matches in the following order:

1. Same area code as the destination number
2. Same state or region (where applicable, for example in the US and Canada)
3. Same country
4. Agent's default number, used as a fallback if no match is found

Matching is based on the country code and local area code of the destination number.

Example: calling a San Francisco number (+1 415)

Example: calling a Paris number (+33 1)

Note: Local Presence only applies to outbound voice calls. It does not affect SMS, MMS, or WhatsApp messages.

Where Local Presence is available

• Aircall Workspace (desktop and web)
• Aircall CTI for Salesforce
• Aircall CTI for Zendesk

Prerequisites

Before agents can use Local Presence:

• Local numbers for the relevant countries must be assigned to the agent
• An Admin must confirm Local Presence is enabled for each user in their call preferences

The more local numbers available in an agent's inventory, the closer the match Aircall can find.

Enable Local Presence for a user (Admin)

Steps:

1. Go to Aircall Dashboard > User and Teams
2. Select the user you want to configure
3. Click the Call preferences tab
4. Scroll to the Local Presence section
5. Toggle Enable Local Presence for this user on or off
6. Click Save

Once enabled, the agent will see the Local presence option in their Aircall Workspace dialer.

Use Local Presence for outbound calls (Agents)

Steps:

1. Open Aircall Workspace and go to New conversation
2. In the From field, open the dropdown and select Local Presence
3. The From field displays "Auto-selects number," confirming Local Presence is active
4. Enter the destination number in the To field and place the call

Aircall automatically selects the best matching outbound number. The number used is displayed in the call details once the call connects. Once selected, Local Presence remains your default outbound option until you change it manually.

Tip: Local Presence works with click-to-dial. When you click a phone number in your CRM or browser, the To field is pre-filled automatically and the matching logic applies as soon as you place the call.

Use Local Presence in a Power Dialer session (Agents)

Local Presence can be set as the default outbound option for a Power Dialer session. This setting is independent from your standard outbound call setting, changing one does not affect the other.

Steps:

1. Open Aircall Workspace and go to Power Dialer in the left navigation
2. Add the contacts you want to call to your session
3. In the From field, open the dropdown and select Local Presence
4. The From field displays "Auto-selects number"
5. Click Start Session

Aircall applies the matching logic to each call in the session. The selected number is displayed when each call connects.

Note: To change the outbound number during an active session, pause the session, update the From field, then resume.

Local Presence on Aircall Mobile

To enable Local Presence in both Android and iOS devices:

1. Open the Keypad screen
2. Tap on the line selector
3. Select Local Presence to enable automatic line selection
4. Enter the destination number in the field and place the call

After dialing, Aircall automatically selects the best matching outbound number in the same way as on Aircall desktop app. The number used is displayed in the call details once the call connects. Once selected, Local Presence remains your default outbound option until you change it manually in the line selector menu.

Note: Once enabled, Local Presence will allow automatic line selection only for the call initiated from the Keypad screen, calls made from other places like Conversation details or Calls history will not trigger automatic line selection.

Best practices

Callback routing

When a recipient calls back the number shown on their screen, the call follows the standard inbound routing rules configured for that number. Make sure your numbers have routing set up correctly before using them for Local Presence.

Regional regulations

Some countries restrict which number types can be used for outbound commercial calling. You remain responsible for ensuring your outbound practices comply with local regulations. For more information, see Guidelines for Outbound Calling: Permissions and Restrictions.

Control which numbers enter the Local Presence pool

Local Presence draws from all numbers assigned to an agent, including numbers assigned via teams or for supervision. If an agent has a personal number that should not be used as the outbound number by other agents or teammates, configure the fallback carefully in Smartflows.

Use the Redirect to widget (rather than Ring to) when routing calls away from that number. Because Redirect to ends the number's own call flow entirely, the number is excluded from the Local Presence pool for anyone other than its direct owner.

For more information, please see Smartflows Widgets: Ring to and Redirect to.

Route callbacks to the agent who last called the contact

When an agent places an outbound call using Local Presence, the recipient sees a local number. If they call back, the call follows the standard inbound routing for that number, which may not connect them to the original agent.

To route callbacks to the last agent who contacted a caller, configure the Ring-to (via API) widget in the Smartflow of the number used for outbound calls. This widget queries the last outbound call made to the returning caller's number and routes the callback accordingly.

Important: The Ring-to (via API) widget must be enabled via a feature flag. Contact your Aircall representative before setting this up.

For setup instructions, please see Configure last agent Smart Routing using the Ring-to (via API) Widget in Smartflows.

Track Local Presence impact on outbound performance

You can measure whether Local Presence is improving connect rates using existing Analytics dashboards.

• Outbound dashboard (Professional plan): Go to Aircall Dashboard > Analytics > Outbound. Monitor the percentage of connected outbound calls as your primary connect rate metric. Use the trend-over-time chart to compare performance across periods.
• Outbound+ dashboard (Analytics+ add-on): Go to Aircall Dashboard >Analytics > Outbound+. Access the same headline metrics, plus performance broken down by number, including connected calls, average in-call time, and total in-call time per line.

Tip: For the most meaningful comparison, set the reporting period to start from the date Local Presence was activated for the relevant users, then compare it against an equivalent prior period.

For more information, see Analytics Professional: Outbound dashboard and Analytics+: Outbound+ dashboard.

FAQs

What happens if no number in my inventory matches the destination?

Aircall falls back to your default outbound number. If no number is available at all, the call cannot be placed. Contact your Admin to get a number assigned.

What if two numbers match at the same level?

Aircall selects one at random to distribute usage across your available numbers.

Can I see which number was used after the call?

Yes. The outbound number is recorded in the call details in Aircall Workspace and in the Aircall Dashboard call history.

Does Local Presence apply to emergency calls?

No. Local Presence does not apply to emergency number calls. The agent will have to select the outbound number manually in order to call emergency service.

Which numbers are included in the Local Presence pool? 

All numbers assigned to the agent are eligible, including numbers assigned directly, via teams, or for supervision purposes. In short, any number visible in the agent's outbound number list can be selected by Local Presence. Note that Aircall does not currently distinguish between inbound-only and outbound-only numbers.

Can an agent override Local Presence and select a number manually?

Yes. Agents can switch back to manual number selection at any time. For Power Dialer sessions, pause the session first, update the From field, then resume.

Does Local Presence work with HubSpot CTI or the Aircall mobile app?

Not currently. Local Presence is supported in Aircall Workspace (desktop and web), Aircall CTI for Salesforce, and Aircall CTI for Zendesk. HubSpot CTI and mobile support are planned for a future release.

Does Local Presence work with AIVA?

Not currently. AIVA supports only one outbound number per Virtual Agent, so Local Presence does not apply at this stage.

How can I check which numbers are already available in my organisation?

Go to Aircall Dashboard > Numbers and export your number list. This gives a full view of all numbers and area codes available in your account.