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.

Using Live Prompts

What triggers a Live Prompt to appear?

Prompts are triggered by specific keywords, phrases, or topics detected through Live Transcription. They respond only to what the customer says during the call.

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, and Spanish.

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.