Contact insights use Aircall AI to summarize a contact's interaction history by analyzing past calls with transcriptions, voicemails, and messages (SMS and WhatsApp). The feature provides context from conversations across your entire organization, regardless of which agent or phone number was used.
Agents can generate a summary of the most recent interactions with an Aircall contact from the last 6 months. This helps them quickly understand previous conversations before reaching out again and prepare the next interaction. As part of Contact insights, Aircall AI also suggests what the next action should be based on the context from these past conversations.
Availability and licensing
Who can generate: Users with AI Assist Pro licenses
Who can view: Anyone with access to a conversation can see Contact insights previously generated by agents with an AI Assist Pro license
Configuration: Admins with Assist Pro licenses can enable the feature organization-wide
How to enable Contact insights
You can enable or disable Contact insights generation for all agents with an AI Assist Pro license in your account.
Steps
Go to AI Assist.
Click Live Assist.
Click Contact Insights to enable or disable the feature.
Once enabled, all agents with an AI Assist Pro license will see the button to Generate Contact Insights in each conversation page.
Important: The summary provided as part of Contact insights aggregates information from all conversations with a given Aircall contact, without taking into account conversation visibility permissions by agent.
The agent who generates the summary will receive information from all conversations associated with that contact, even if they do not have permission to see those conversations.
How to generate Contact Insights
Once the feature is enabled, agents will see a button to generate Contact insights in each conversation page.
By clicking Generate, the Contact insights and next action recommendation will be generated in that conversation.
These insights will then be visible in all conversations related to the same Aircall contact.
Generating new insights
At any time, an agent can choose to generate new insights by clicking the Generate new insights button. When this happens, the previous insights are replaced by the new ones.
Insights can only be generated when there is at least one call with transcription available in a conversation related to the Aircall contact. If there are no calls with transcription available, a message will be shown when the agent clicks the button.
How Contact insights are generated
Contact insights take into account the last 12 interactions with a given Aircall contact. This includes the 12 most recent interactions either:
In the same Aircall Workspace conversation, or
From different conversations associated with the same contact
Data sources used
Contact insights are generated from:
Calls with transcriptions
Voicemails with transcriptions
Messages (SMS and WhatsApp)
The summary aggregates the following information:
Who last interacted with this contact and when
Which channel was used (call, voicemail, SMS, or WhatsApp)
What previous conversations have been about
What the recommended next step is based on this context
The interaction timespan that is analyzed is limited to 6 months. Any interactions that happened more than 6 months ago are not considered.
The Contact insights summary will be in the same language as the transcription language of the calls it is summarizing. If there are transcriptions in multiple languages, Aircall AI will consider the language of the line number used in the conversation where the summary is being requested.
FAQs
Do insights work for all contacts?
Only for contacts with previous interaction history (calls, voicemails, or messages) within the last 6 months.
Can I see interactions from other agents?
Yes. Insights include all conversations with the contact across your organization, including calls, voicemails, and messages (SMS and WhatsApp).
Do insights appear automatically?
No. Agents must click Generate insights in the conversation panel.
When I generate new insights, can I still view the previous ones?
No. When new insights are generated, the previous ones are replaced.
If I generate insights in one conversation and another agent generates insights in a different conversation for the same contact, what happens?
Once insights are generated, they are visible in all conversations related to the same contact. If several agents generate insights in different conversations, the last generated insights will be visible in all of those conversations.
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