LLive Prompts provide real-time, contextual guidance to agents during calls. Part of the AI Assist Pro feature set, they help agents respond to objections, answer questions, and follow best practices without interrupting the conversation or switching screens.
What are Live Prompts?
Live Prompts are pre-configured suggestions that appear automatically in the Aircall Workspace during live calls. They are triggered when specific keywords or phrases are detected in the conversation.
IMPORTANT:
Live Prompts must be manually created and configured by an Admin before they will appear during calls. They do not work automatically. Why Live Prompts matter
Live Prompts help agents:
Handle difficult topics in real time
Maintain consistent messaging across the team
Access key information without pausing the conversation
Feel confident when managing complex situations
Follow proven best practices without needing manual coaching
Key features overview
Intelligent triggering
Detects specific keywords, topics, or conversation patterns
Responds in real time to customer objections or questions
Displays suggestions based on context from the live call transcript
Non-intrusive design
Appears in the sidebar of the Aircall Workspace
Does not interfere with the call interface
Enables agents to consult suggestions discreetly and seamlessly
How Live Prompts work
Steps:
Admin setup
Administrators establish prompts by identifying trigger keywords, suggested responses, and who triggers the prompt: the contact, the agent, or either.Live transcription analysis
AI monitors and transcribes the conversation in real time during the call.Keyword detection
The system identifies when configured keywords or phrases are mentioned.Prompt display
Matching suggestions appear instantly in the agent’s Workspace sidebar.Agent application
The agent uses the prompt to respond effectively, without leaving the call interface.
License requirements
To see Live Prompts during calls:
Users, including Agents, Supervisors, and Admins, must have an AI Assist Pro license.To view prompts after calls:
All users can see which prompts appeared via the call history. No special license is required.
Configuration requirements
Only Admins with an AI Assist Pro license can create and manage Live Prompts.
Live Prompts require Live Transcription to be active on the phone numbers where they are used.
NOTE:
For full details, refer to AI Assist license requirements.Integration with other features
Live Prompts rely on Live Transcription to function. Without real-time transcription, prompts cannot be triggered because there is no live transcript to analyze.
FAQs
Do customers know when Live Prompts appear?
No. Prompts are visible only in the agent's Workspace and are not shown or heard by customers.
Can I customize what triggers Live Prompts?
Yes. Admins can define specific keywords, phrases, or topics that trigger a given prompt.
Do Live Prompts work without Live Transcription?
No. Live Prompts require Live Transcription to detect when prompts should be displayed.
How quickly do prompts appear after trigger words?
Prompts usually appear within 1 to 5 seconds of detecting a keyword, depending on conversation speed and audio clarity.
Best practices
Start with common objections or frequently asked questions when building your first prompts.
Keep content short and clear for easy reference during fast-paced calls.
Use specific triggers instead of broad or vague keywords to improve accuracy.
Review and refine prompts regularly based on feedback and call performance data.