Live Prompts lets you connect a knowledge source and have Aircall suggest ready-to-use prompts based on your existing content. Instead of creating each prompt manually, you start from content you already have, then review, edit, and assign what Aircall generates.
How it works
When you connect a knowledge source, Aircall scans it and generates suggested Live Prompt cards based on its content. The suggested prompts appear in your Prompts list marked with an Auto-generated badge, alongside any prompts you have created manually. Both types work exactly the same way: you review them, edit anything you want to change, and assign them to phone numbers. Nothing reaches agents until you complete that step.
Generating prompts from a knowledge source gives you several advantages over building them manually:
- Faster setup: Generate a starting set of prompts from content you already have, instead of writing each one from scratch.
- You stay in control: Every suggested prompt is reviewed, edited, and assigned by you before agents see it.
- Mix and match: Auto-generated and manually created prompts live in the same Prompts list and work the same way.
- Stays current: When your source content changes, Aircall updates the prompts it generated from it automatically.
Before you start
- You have an Admin or Owner role with an AI Assist Pro license.
- Live Transcription is enabled on the phone numbers where prompts will run.
- Agents who will receive prompts during calls are assigned AI Assist Pro licenses.
Step 1: Open the Knowledge base tab
Steps:
- Go to Aircall Dashboard > AI Assist > Live Prompts.
- Select the Knowledge base tab.
Step 2: Add a source
Steps:
- Click Add a source.
- Choose a format:
- Block of content: paste plain text directly, for example an internal FAQ or a set of talking points.
- Website: enter a URL. Aircall scans that page and up to two sub-pages.
- If you have already added sources elsewhere in the Dashboard, select one from Use existing sources instead of adding a new one.
- Click Add source.
Step 3: Wait for processing
The source will show a Processing status while Aircall reads it. Once complete, prompt generation starts automatically. The Knowledge base tab lists each source and the date it was last updated.
Step 4: Review suggested prompts
Steps:
- Select the Prompts tab.
- Find the prompts marked with the Auto-generated badge.
- Open any prompt to review its title, trigger, keywords, and response guide.
- Edit anything you want to change. Once you edit an auto-generated prompt, it becomes a prompt you own. Aircall will no longer update it automatically.
TIP: You can edit auto-generated prompts freely. Editing one simply means Aircall will no longer update it automatically, giving you full control over its content.
Step 5: Assign prompts to phone numbers
Assign prompts to phone numbers the same way you do for manually created prompts. For detailed steps, see Setting up Live Prompts with Live Transcription.
IMPORTANT: Suggested prompts are not active until you assign them to a phone number. Agents will not see any prompt during calls until that assignment is made.
How updates work
Prompts generated from a knowledge source stay connected to it. When the source changes, Aircall refreshes the related prompts automatically, typically within a day. A refresh may update an existing auto-generated prompt or add new ones to cover new content.
There are two things to keep in mind:
- Edited prompts are never updated automatically: The moment you edit an auto-generated prompt, Aircall treats it as yours and excludes it from future updates.
- Prompts are never deleted automatically: If you remove a source, its prompts stay in your Prompts list and simply stop updating. You can delete them manually if you no longer need them.
Best practices
Keep sources focused
Content specific to your use case produces stronger, more relevant prompts. Broad or generic sources tend to generate weaker suggestions. The Knowledge base tab shows how much of your source content capacity is in use.
Cover other languages with separate sources
Prompts are generated in the language of the source content. To generate prompts in another language, add a source written in that language.
Review before assigning
Auto-generated prompts are a starting point, not a final product. Check each prompt's title, trigger, keywords, and response guide before assigning it to a phone number.
FAQs
Does connecting a knowledge source make answers appear automatically during calls?
No. Connecting a source generates suggested prompts in your Prompts list. Agents will not see any prompt during calls until you assign it to a phone number.
What types of sources can I connect?
You can connect a website URL (the page plus up to two sub-pages) or a block of plain text. More source types are planned.
Can I mix auto-generated and manually created prompts?
Yes. Both types appear in the same Prompts list and work the same way. Auto-generated prompts carry an Auto-generated badge until you edit them, at which point they become regular prompts.
Will my edits be overwritten when the source updates?
No. As soon as you edit an auto-generated prompt, Aircall treats it as yours and excludes it from all future automatic updates.
What happens to my prompts if I remove a source?
They stay in your Prompts list and stop receiving updates. Nothing is deleted automatically. You can delete them manually if you no longer need them.
How quickly do prompts update when a source changes?
Automatically, typically within a day of the change.
Who can set this up?
Admins and Owners with an AI Assist Pro license.