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Creating Custom Summaries

Custom Summaries let admins define post-call summaries that capture the specific insights your team needs. Once a template is assigned to a number, eligible calls will automatically generate summaries for agents, ensuring consistent, structured notes with zero manual effort.
Custom Summaries are created in addition to the existing generic summary, so both are always available.

Requirements

To use Custom Summaries, the following conditions must be met:

  • The agent handling the call has an AI Assist Pro license.
  • The admin creating and managing templates has an AI Assist Pro license and Admin access.
  • Live transcription is enabled on the number where the template is applied.

What languages do Custom Summaries support?

Custom Summaries work in the same languages as Live Transcription: English, French, German, Spanish, Italian, Portuguese, and Dutch.

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.

How Custom Summaries are generated

Custom Summaries are automatically generated at the end of eligible calls.

  • They only generate if the agent on the call has an AI Assist Pro license.
  • All calls on the same number use the same assigned template.
  • Switching templates after a call is not supported.
  • Summaries cannot be generated manually for past calls.
NOTE:
Custom Summaries are generated automatically and cannot be applied retroactively.

Create a Custom Summary template

Steps:

  1. In the Aircall Dashboard, go to AI Assist → Custom Summaries.
  2. Click Create summary template.
  3. Enter a Name and select a Language.
  4. Click Create.
  5. In the template builder, add Insights:
    • Choose from predefined insights for quick setup, or
    • Create a custom insight with your own instructions.

Insight types

You can include three types of insights in a Custom Summary template:

1. Discovery

Extracts free text from the call (for example, competitor names or customer pain points).

Do’s

  • Specify format and length (e.g. 1 sentence, 3 bullets).
  • Focus on one type of information per instruction.

Don’ts

  • Do not combine unrelated questions.
  • Do not rely on context outside the transcript.

2. Options

Classifies the call into one of a fixed set of categories. Only one option can be selected.

Do’s

  • Keep the list concise (maximum 8–10 options).
  • Ensure options are mutually exclusive.

Don’ts

  • Do not create overlapping options.
  • Avoid vague labels such as Other stuff.

3. Validation

Checks for a Yes/No condition in the conversation (for example, “Did the customer confirm budget approval?”).

Do’s

  • Define clear evidence for both Yes and No.
  • Phrase the validation as a single, binary condition.

Don’ts

  • Do not combine multiple conditions.
  • Avoid subjective phrasing (for example, “Was the customer interested?”).

For specific guidelines on how to write effective custom summary insights, please see our article Writing effective Custom Summary insights.

Assign a template to a number

Steps:

  1. In the Aircall Dashboard, go to Numbers → Settings.
  2. Under Live Assist, confirm that Live transcription is enabled.
  3. In Custom Summaries, select the template you want to apply.
IMPORTANT:
Only one template can be assigned per number.

All eligible calls on that number will now generate summaries based on the assigned template.

Where to view Custom Summaries

Aircall Workspace (for agents)

  • When a call ends, the Custom Summary appears immediately on the call end screen and can be edited.
  • It also remains accessible in the call details panel for later review or editing.

Conversation Center (for supervisors and admins)

  • Supervisors and admins can open the Conversation Center in the Dashboard to view the summary alongside the call transcript and other insights.
  • Both agents and supervisors can edit and refine AI-generated summaries as needed.
NOTE:
The custom summary results are editable both in Aircall Workspace and Conversation Centre.

Manage templates

In AI Assist → Custom Summaries, admins can create, edit, or delete templates.

  • Templates display their language and the last updated time.
  • Insights can be added or removed at any time.

You’re all set. With Custom Summaries, your teams can capture the insights that matter most: consistently, automatically, and with no extra effort.

When to use Custom Summaries vs. Playbooks

Use this guide to choose the right tool for your workflow. There is some overlap between the two, since Playbooks also generate a summary and can extract information. The key difference is the in-call guidance that Playbooks provide.

Quick decision guide

  • Choose Playbooks if you want agents to follow a specific call flow live in the call.
  • Choose Custom Summaries if you want structured extraction from the recording without showing anything to agents during the call.
  • Choose Both if you want real-time guidance for agents and structured data capture after the call. When using both, note that insights captured in each summary might not be the same (try to avoid overlapping items).
Aspect Playbooks Custom Summaries
Primary goal Guide agents live with a defined framework and questions Extract specific fields from the conversation in a structured format
Appears during call Yes. Prompts and checklists are visible to agents in real time No. Runs post-call only
Output In-call guidance, agent inputs, and an auto summary that aligns to the playbook Structured fields and a tailored post-call summary based on your template
Best for Enforcing sales or support methodologies, compliance prompts, required questions CRM field capture, reporting fields, downstream automation, analytics
Examples SPICED, MEDDIC, discovery checklist, escalation steps Deal stage reason, competitor mentioned, renewal risk, next steps owner
Agent side Guided in real time with clear next questions Zero in-call effort. No UI shown to the agent

FAQ

Who can create and assign templates?

Users with Admin permissions with AI Assist Pro access.

Who can see the summaries?

Agents see them in Aircall Workspace (call end screen and call details). Supervisors and admins can view them in the Conversation Center in the Aircall Dashboard. A license is not required to view summaries.

Can multiple templates be assigned to the same number?

No. Each number can only have one template.

Can I switch templates after the call?

No. Templates must be assigned to numbers before the call starts.

Do summaries replace the generic summary?

No. Custom Summaries are generated in addition to the default generic summary.

Do all calls generate a summary?

No. Calls must be:

  • Handled by an agent with an AI Assist Pro license.
  • On a number with a Custom Summary template assigned.

Can I generate a summary for past calls?

Not currently. Summaries only generate automatically at the end of eligible calls.

Will the custom summary results be synced to the CRM?

Not currently, however, it's on our roadmap. In the coming weeks, we will add an API for pulling custom summaries results.

Anna L.