Live Prompts provide real-time, on-screen suggestions to help agents respond effectively during customer conversations. When specific keywords or topics are detected through Live Transcription, prompts appear in the agent’s workspace to guide responses and improve consistency.
General questions
What are Live Prompts?
Live Prompts are real-time suggestions that appear during calls when certain keywords or topics are detected. They help agents handle objections and maintain consistent messaging.
Who can see Live Prompts during calls?
Only agents with AI Assist Pro licenses can view Live Prompts. They are visible only to agents and never to customers.
Do Live Prompts work without Live Transcription?
No, Live Prompts require Live Transcription to analyze the conversation and detect trigger keywords.
How quickly do prompts appear?
Prompts usually appear within 1 to 7 seconds after a keyword is detected, depending on the conversation speed and transcription processing time.
Setup and configuration
Who can configure Live Prompts?
Only Admins with AI Assist Pro licenses can create and configure Live Prompts from the Aircall Dashboard.
Do Live Prompts work automatically out of the box?
No, prompts must be manually created and configured by Admins before they can appear. Each prompt requires defined triggers and content.
Do I need to create prompts for every phone number?
No, prompts are created once and available globally. However, Admins must manually assign them to each phone number where they should appear.
Can I assign different prompts to different phone numbers?
Yes, prompts can be customized per phone number. For instance, sales numbers might use different prompts than support numbers.
How many prompts can I create?
There is no specific limit, but we recommend starting with 10–15 prompts to avoid overwhelming agents during calls.
Can I test prompts before enabling them?
Yes, you can test prompts during practice calls to verify that they trigger correctly and provide useful guidance.
Can I control who triggers a prompt - the agent or the customer?
Yes. Each prompt has a Said by setting with three options: Contact (triggers on what the customer says), Agent (triggers on what the agent says), or Both (triggers on what either side says). This lets admins tailor prompts for agent-side coaching scenarios. For example, surfacing a reminder when an agent forgets to mention a required disclosure.
Does the Said by setting affect my existing prompts?
No. All Live Prompts created before this setting was introduced default to Contact, which matches how they worked previously. You can update any prompt's Said by setting at any time by editing it.
Can I use the Agent setting to coach agents in real time?
Yes. Setting Said by to Agent works well for coaching scenarios, such as surfacing guidance when an agent mentions a competitor, or providing a response prompt when an agent introduces a new topic.
Using Live Prompts
What triggers a Live Prompt to appear?
Prompts are triggered by specific keywords, phrases, or topics detected through Live Transcription. By default, prompts respond to what the contact says, but admins can configure each prompt to trigger on what the agent says, or either side of the conversation.
Do prompts interrupt the call or conversation?
No, prompts appear silently in the agent’s workspace sidebar. They do not create any sound or visual indication for the customer.
Can I see what prompts appeared in past calls?
Yes, any prompts that appeared during a call are saved in call records and can be viewed by anyone with access to those records.
Content and customization
How long should prompt content be?
Keep prompts short and clear—2 to 3 sentences maximum. Focus on key talking points rather than full scripts.
Can I include links or attachments in prompts?
Prompt content is text-only. If you need to reference additional material, indicate where agents can find that information.
Should I create prompts for every possible objection?
Start with the most common objections and customer questions. You can always add or refine prompts based on agent feedback and call trends.
Can I update prompts after they’re created?
Yes, you can edit prompt content, triggers, and settings at any time through the Live Prompts configuration interface.
Technical questions
What languages do Live Prompts support?
Live Prompts work in the same languages as Live Transcription: English, French, German, Spanish, Italian, Portuguese, and Dutch.
- Unsupervised languages: Polish, Romanian, Bulgarian, Czech, Hungarian, Slovak, Croatian, Russian, Catalan, Ukrainian, Swedish, Norwegian, Danish, Finnish, Turkish, Greek, Filipino.
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) • Quality-related issues are not covered by our support SLA 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.
What happens if Live Transcription quality is poor?
Poor transcription quality can cause prompts to trigger incorrectly or not at all. Ensure good audio quality for the most accurate results.
Can competitors’ names trigger prompts?
Yes, you can use competitor names as trigger keywords to prompt agents with competitive differentiation talking points.
Troubleshooting
Why aren’t my prompts appearing during calls?
Check that:
- The user has an AI Assist Pro license.
- Live Transcription is enabled and functioning.
- Prompts are assigned to the phone number being used.
My prompts are triggering at the wrong times. What should I do?
Review your trigger keywords and make them more specific. Avoid using generic terms that might appear in unrelated contexts.
Can I see why a prompt didn’t trigger when expected?
Yes. Check the call transcription to confirm the exact words used. The system only triggers prompts when the transcribed text contains an exact match for your defined keywords.