This article answers frequently asked questions about setting up, configuring, and managing AI Voice Agents in Aircall, as well as handling post-call data and monitoring performance.
Set up and configuration
If an AI Voice Agent is assigned to multiple lines and needs to be removed, does it need to be removed individually from each line?
Yes. You must track and remove AI Voice Agents individually from each assigned line.
Can I add links when configuring an AI Voice Agent?
You can add links, but they will not be used as a source of knowledge. The AI Voice Agent will read the link aloud when appropriate (for example, spelling it out like a phone number), but it will not access or use the content within the link.
What is the maximum length of the Knowledge section?
The Knowledge section can be up to approximately 20 pages long. However, we recommend creating shorter and more concise knowledge bases that focus on the most relevant topics the AI Voice Agent should handle.
Can I add multiple AI Voice Agents in a distribution?
Yes. You can include multiple AI Voice Agents in a distribution flow, as long as they are not placed within the same branch or path.
Unsupported configurations include:
- Having more than one AI Voice Agent in the same branch or distribution path
- Redirecting a line that includes a Voice Agent to another internal number that also has a Voice Agent assigned (for example, using “Ring to Internal Number” where the target line already includes a VA)
These cases are treated as having multiple agents in the same call branch, which is currently not supported.
How do I enable the transfer to a human agent?
In the number flow where the Voice Agent widget is placed, include a Ring To widget in the same branch. This tells the system where to route the call if an escalation occurs.
Transfers are enabled by default and can occur in two cases:
- The caller explicitly asks to speak with a human agent.
- After completing the question set, the Voice Agent determines that the caller still needs help.
During the call
What if a caller only answers some of the questions?
The notes will include all questions answered before the call ended. Unanswered questions will appear blank.
What does the agent see when a call is transferred from a Voice Agent?
In Aircall Workspace, agents will see that the call was transferred from a Voice Agent. This appears both in the ringing screen and the call notes, including the reason for handoff.
Why is my Voice Agent transferring callers to voicemail instead of a human agent?
If the widget following the Voice Agent in your Smartflow is a voicemail or any non-“Ring To” widget, the system treats it as an escalation path. This means the caller may be told they are being transferred to a human agent but will instead reach voicemail.
To ensure a proper transfer:
- Place a Ring To widget immediately after the Voice Agent.
- If you do not want calls to transfer, remove all widgets following the Voice Agent.
Post-call management
Will the AI Voice Agent send a recap of the interaction?
Yes. A recap of the interaction is added to the call notes in Aircall Workspace.
Will the recap be available even if the caller hangs up or declines a callback?
Yes. The intake questions will appear as empty fields if they are not answered before the call ends.
Are recordings and transcriptions available for all calls?
Call handled by the AIVA and transferred to voicemail:
- An entry is created in the Conversation Center.
- The recording and transcription page only includes the voicemail portion of the call, not the AIVA portion.
Call handled by the AIVA and transferred to a human agent:
- An entry is created in the Conversation Center.
- The recording and transcription page includes both the AIVA and the human agent portions of the call.
Performance and analytics
How can I evaluate the performance of my AI Voice Agent?
You can assess performance using both qualitative and quantitative methods.
- Qualitative: Listen to call recordings and review transcriptions in the Conversation Center.
- Quantitative: View performance metrics in the Aircall Dashboard, depending on your Analytics plan.
Where can I find calls handled by the AI Voice Agent?
In the Conversation Center, calls handled by a Voice Agent display the AI Voice Agent logo in the User column. To view only these calls, click All filters and select the relevant Voice Agent.
What metrics are available for monitoring AI Voice Agent performance?
| Dashboard type | Metrics available |
|---|---|
| Overview (all customers) | Inbound calls with AI Voice Agent, Unanswered calls handled by AI Voice Agent, % of unanswered calls handled, Average time with AI Voice Agent |
| Inbound / Inbound+ (Professional or Analytics+ add-on) | Same as above, with daily breakdowns and advanced filters |
| Unanswered Calls / Unanswered Calls+ | Focused on unanswered calls handled or resolved by the AI Voice Agent, including evolution-over-time metrics |