Dialaunch vs Aircall: phone-first platform or WhatsApp calls contact centre

Aircall describes itself as an AI-powered platform for customer communications. Its feature pages list local and international numbers in more than 100 countries, an IVR, call queues and call distribution, call recording, call centre analytics, desktop and mobile apps, and integrations with CRM and help desk tools. It suits sales and support teams whose customers mainly dial a phone number.

Dialaunch is for businesses whose customers already call them on WhatsApp. On a single WhatsApp phone you can only take one call at a time, and while you are on a call the next caller hits a busy line. Dialaunch connects your WhatsApp Business number through Meta’s WhatsApp Business Platform so it can take many calls at once: routed to the next free agent, queued with hold music, or handled by the step you configured.

Aircall’s WhatsApp in Aircall add-on lets Aircall numbers send and receive WhatsApp messages in Aircall Workspace, its mobile apps and its CTI. At the time of writing (October 2026), Aircall’s help centre describes this add-on as messaging, and we did not find documentation for answering WhatsApp voice calls in Aircall. Check with Aircall if that matters to you, as products change.

Dialaunch is built the other way round: WhatsApp voice calls are the main channel. Calls go through a visual call flow, ring your agents in the browser, on a SIP desk phone or on their own WhatsApp, and every call lands in a shared history with its timeline.

Both tools cover the basics of team calling. The difference is which channel those tools are built around.

• Primary channel: Aircall, business phone numbers. Dialaunch, WhatsApp Business calls.
• WhatsApp: Aircall, messaging add-on (October 2026). Dialaunch, inbound WhatsApp calls, plus call-backs once the customer accepts a call permission request.
• Phone numbers: Aircall provides numbers in 100+ countries. Dialaunch connects your own number through a standard SIP trunk and does not port numbers.
• Call flows: both offer IVR menus and queues. Dialaunch runs keypad menus on WhatsApp calls, with opening hours, holidays, time zones and fallbacks.
• Where agents answer: Aircall has desktop and mobile apps. Dialaunch runs in the browser, on SIP phones or on the agent’s own WhatsApp, with no mobile app.
• Reporting: both report on waiting times and missed calls. Dialaunch also shows abandoned calls and service level per agent, team and number.

If most of your customers dial a regular phone number, you need new numbers in many countries, or your team relies on Aircall’s CRM and help desk integrations, Aircall is a strong fit. It is also the more natural choice if WhatsApp is a messaging channel for you and voice stays on the phone network.

Dialaunch fits when customers call your WhatsApp number and you keep missing those calls because one phone can only take one at a time. It gives that number queues, keypad menus, opening hours, live supervision as an add-on, recording with consent and retention rules, and reporting. An optional AI receptionist can be placed anywhere in the flow you choose.

Many teams run both: phone calls stay on Aircall, WhatsApp calls go to Dialaunch. If you would rather bring phone calls into Dialaunch too, connect your number through your provider’s SIP trunk so it uses the same flows as WhatsApp.

Note that once a WhatsApp number is connected to Dialaunch, it stops working in the WhatsApp Business app on that number, and the app’s chat history does not move over. You can connect a different number to keep the app. Pricing is per agent, per month, from 3 agents, and the 14-day trial starts once your first line works.