Using Playbooks with AI Assist Pro

Aircall's Playbook feature provides sales representatives with a structured, real-time conversation guide powered by AI Assist Pro. Based on proven sales methodologies, Playbooks help agents stay on track during live calls with pre-set key talking points, strategic questions, and AI-driven prompts. As the call unfolds, AI captures notes and generates a structured summary, making it easier to review key information and share insights after the call. This empowers managers to spot opportunities, track performance, and deliver targeted coaching.

Playbooks rely on Live Transcription and are available to agents using Aircall Workspace.

Available languages

Playbooks are currently available in English (EN), French (FR), German (DE), Portuguese (PT), Italian (IT), Spanish (ES), and Dutch (NL). 

Playbooks also work in the 17 unsupervised languages (see below) on a best-effort basis, but predefined playbook templates are not available for these languages - only custom playbooks.

IMPORTANT:
Aircall supports AI Assist and AI Assist Pro in 24 languages, across two coverage tiers. Here's what to expect from each:

Verified languages: English, French, Spanish, German, Dutch, Portuguese, Italian. 

Available languages: 17 additional languages across Eastern Europe, the Nordics, and other regions (Polish, Romanian, Bulgarian, Czech, Hungarian, Slovak, Croatian, Russian, Catalan, Ukrainian, Swedish, Norwegian, Danish, Finnish, Turkish, Greek, Filipino). These are offered on a best-effort basis:

• Accuracy has not been validated to the same standard as Verified languages
• Quality may vary depending on accent, industry vocabulary, and audio conditions
• Predefined playbook templates are not available (custom playbooks still work)

If you rely on transcription or AI output quality for a business-critical workflow, we recommend using a Verified language where possible, or testing Additional languages on a representative sample of your calls first. Please, refer to our T&C.

Access requirements

To access and use Playbooks, the following are required:

• An AI Assist Pro license or AI add-on trial
• Enrollment in the AI Beta Program
• An Aircall number eligible for the AI add-on
• Use of Aircall Workspace (only agents using Workspace can see Playbooks)
• Admin configuration in the Aircall Dashboard

How to configure Playbooks (Admins)

Steps:

1. Go to Aircall Dashboard > Numbers.
2. Select the Aircall number for which you want to enable Playbooks.
3. In Settings, ensure that Call Recordings and Transcriptions are turned ON and properly configured.
4. Scroll to Live Assistant Beta and enable Real-time transcription.
5. Choose the desired Playbook from the available options.

Allow agents to switch Playbooks during a call (admins)

Admins can allow agents to change the active Playbook during a live call. This setting is configured at the line level.

Steps:

1. Go to Aircall Dashboard > Numbers
2. Select the number and go to the Settings tab and navigate to the Live Assist section.
3. Turn ON Allow playbook switch.

NOTE:
The Playbook dropdown shown to agents is automatically filtered to match the line’s default language.

Agent experience during a call

Agents can access and interact with Playbooks in Aircall Workspace when handling calls on a line with the feature enabled.

Steps:

1. When a call comes in, a blue Live Assist icon appears on the call bar and left navigation menu.
2. Click the icon to open the Live Assist panel.
3. Follow the structured Playbook steps and use AI-suggested follow-up questions:
   • As the conversation progresses, each Playbook section is marked as in progress or complete.
   • AI follow-up questions are optional and designed to help agents gather complete information.

Switch Playbooks during a live call

On lines where switching is enabled, agents can change the active Playbook at any time during the call. Agents can also select No Playbook for calls that do not require guidance or a structured summary.

Switch from Live Assist:

1. Open Live Assist during an active call.
2. Use the Playbook dropdown to:
   • Keep the default Playbook
   • Select a different Playbook better suited to the current topic or stage
   • Select No Playbook
3. Continue the conversation while the system updates.

What happens when you change the Playbook

When an agent switches Playbooks during a call, the system:

• Regenerates the summary based on the newly selected Playbook
• Uses the entire call context so far, not only what happens after the switch
• Displays an updating indicator while the summary refreshes

IMPORTANT:

The final summary after the call is generated using the last Playbook selected before hang-up. If the last selection is **No Playbook**, no Playbook summary is generated

Agent controls during the call

Agents can:

• Switch between Playbook guide, Dynamic summary and Transcript

• Expand or collapse Playbook sections

• Exit the Live Assist view at any time (the summary will still be generated)

IMPORTANT:
The AI dynamically adjusts the Playbook in real time based on the conversation flow.

Agent experience after the call

Once the call ends, the system generates a complete Playbook summary.

The summary is available in:

• The AI Insights panel

• The Call details view in Inbox / Conversation

Agents can:

• Review and edit the summary

• Copy and paste the summary for use elsewhere

Available Playbook templates

Aircall offers several structured templates aligned with leading sales qualification frameworks.

SPICED Sales Framework

Section	Goal	Sample questions	Summary
Situation	Understand the customer’s current environment	• Can you describe your current situation? • What challenges are you facing? • Who will use the solution?	Understand context
Pain	Discover key frustrations	• What are the main issues? • How are you handling these today?	Identify problems
Impact	Assess business effect	• What are the consequences of not solving this? • How do these issues affect your bottom line?	Determine impact
Compelling Event	Identify urgency	• Do you have a deadline? • What happens if you miss it?	Define urgency
Decision Makers, Process, and Criteria	Understand decision process	• Who are the stakeholders? • What’s your buying process?	Learn approval process

PACTT Sales Framework

Section	Goal	Sample questions	Summary
Pain	Identify problems	• What challenges are you facing? • How are you handling them today?	Understand key issues
Authority	Confirm decision-makers	• Who is involved in the purchase? • What is the approval process?	Identify stakeholders
Consequences	Understand impact	• What happens if problems are not solved? • How is your business affected?	Assess impact
Target Profile	Fit with ICP	• What’s your company profile? • What are your objectives?	Confirm customer fit
Timing	Evaluate readiness	• What’s your timeline? • Are there deadlines?	Define urgency

BANT Sales Framework

Section	Goal	Sample questions	Summary
Budget	Understand financial constraints	• What is your allocated budget? • Are you open to pricing options?	Determine feasibility
Authority	Identify decision-makers	• Who makes the final decision? • What’s your role?	Understand purchasing process
Need	Determine solution fit	• What are your challenges? • What outcomes do you expect?	Validate need
Timeline	Gauge urgency	• When do you plan to implement? • Are there critical milestones?	Assess timing

MEDDIC Sales Framework

Section	Goal	Sample questions	Summary
Metrics	Define success metrics	• How will success be measured? • What results do you expect?	Identify quantifiable goals
Economic Buyer	Find budget owner	• Who controls the budget? • Has the investment been discussed?	Determine authority
Decision Criteria	Understand selection process	• What criteria are important? • How do we compare?	Learn evaluation benchmarks
Decision Process	Outline steps to purchase	• What’s your approval process? • How can we support it?	Map decision flow
Identify Pain	Discover core issues	• What are your biggest challenges? • What’s the impact so far?	Highlight key pain points
Champion	Identify internal advocates	• Who supports our solution? • What objections might arise?	Find internal influencers