AI Assist features in Aircall enhance your call workflows with AI-generated insights, real-time assistance, and automation. This guide explains which licenses are required for each feature, what different roles can do, and how to assign licenses effectively.
Note: AI Assist is included in the Professional Plan at no additional cost, and Professional Plan customers can purchase AI Assist Pro licenses separately.
The Essentials Plan does not include AI Assist or AI Assist Pro. Customers on this plan must purchase these add-ons separately.
AI Assist license types
AI Assist is available in two license tiers:
- AI Assist Standard: Unlocks post-call insights, call scoring, and workflow integrations.
- AI Assist Pro: Includes everything in Standard, plus real-time features, automation, and advanced configuration options.
License requirements
To use or configure AI Assist features, certain roles must hold the appropriate license type.
| Action | License required |
|---|---|
| Generate AI insights | User making the call must have a Standard or Pro license |
| Use real-time or advanced features, for example Live Transcription or Playbooks | User must have a Pro license |
| Configure AI features | Admin must have the appropriate license, Pro for Pro features |
Viewing access
-
Most insights (for example summaries, key topics):
Free to view once they are generated by a licensed user. -
Advanced features (for example Conversation Center search, dashboards):
Require a Standard or Pro license. -
Agents viewing AI insights on shared calls:
Agents can view AI insights on shared calls as long as they either:- participated in the call, or
- belong to at least one line used on that call.
If neither condition is met, the agent will not be able to see the call or its AI insights.
What each license includes
| Feature | AI Assist Standard | AI Assist Pro |
|---|---|---|
| Call insights, summary, key topics, sentiment, action items, talk ratio | ✅ | ✅ |
| Search on transcriptions in Conversation Center | ✅ | ✅ |
| Trackers | ✅ | ✅ |
| Manual call scoring | ✅ | ✅ |
| Email follow-up automation | ✅ | ✅ |
| CRM updates, Call insights | ✅ | ✅ |
| Conversational Intelligence via Public API | ✅ | ✅ |
| Live Transcription during calls | ❌ | ✅ |
| Live Prompts and real-time assistance | ❌ | ✅ |
| Playbooks, standard and custom | ❌ | ✅ |
| Pre-call Insights | ❌ | ✅ |
| CRM updates, Playbook summary | ❌ | ✅ |
| Automated call scoring | ❌ | ✅ |
| Custom AI questions in call scoring | ❌ | ✅ |
| Playbook features in Public API | ❌ | ✅ |
FAQs
Do supervisors or admins need licenses to view call insights?
No. Supervisors and admins can view individual call insights for free once they are generated by a licensed agent.
Agents can view AI insights on shared calls as long as they either participated in the call or belong to at least one line used on that call. Otherwise, they will not be able to see the call or its AI insights.
Do supervisors need licenses to use Conversation Center search?
Yes. Supervisors or admins need a Standard or Pro license to use advanced search and analytics features.
Can I mix Standard and Pro licenses across my team?
Yes. You can assign different license types based on user needs.
Who can configure AI features?
Only Admins can configure AI features, and they must hold the appropriate license level, for example Pro for Pro features.
Best practices
- License your most active calling agents to ensure insights are generated for key conversations.
- Consider supervisor needs if they require access to advanced search or analytics tools.
- Assign Pro licenses to Admins if you plan to enable or customize Pro-level features.
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