Live Prompts work alongside Live Transcription to provide real-time, contextual guidance to agents during calls. This guide explains the setup process, including prerequisites, creating and assigning prompts, and tips for effective prompt content.
Prerequisites
Before using Live Prompts, make sure the following requirements are met:
An Admin user with an AI Assist Pro license is available to configure Live Transcription and prompts.
Live Transcription is enabled on the phone numbers where Live Prompts will be used.
Agents using the feature are assigned Pro licenses.
What languages do Live Prompts support?
Live Prompts work in the same languages as Live Transcription: English, French, German, Spanish, Italian, Portuguese, and Dutch.
- Unsupervised languages: Polish, Romanian, Bulgarian, Czech, Hungarian, Slovak, Croatian, Russian, Catalan, Ukrainian, Swedish, Norwegian, Danish, Finnish, Turkish, Greek, Filipino.
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.
Creating Live Prompts
Access the Live Prompts manager
You can open the Live Prompts manager in two ways:
From the AI Assist Pro section (recommended): Go to Aircall Dashboard > AI Assist Pro > Live Assistant > Live Prompts.
From Number settings:
Click on a number from the list.
Navigate to the Settings tab.
In the Live Assist section, find the Live prompts dropdown.
Click Configure Live Prompts to open the Live Prompts manager.
Choose a prompt category and create
Steps:
Click on a category button: Objection, Competitor, FAQ, or Other.
Alternatively, click the Create Prompt dropdown and choose a category.
The prompt creation form will open.
Choosing who triggers a Live Prompt
Every Live Prompt has a Said by setting that controls which side of the conversation can activate it.
| Said by | The prompt triggers when |
|---|---|
| Contact (default) | The contact says something matching the trigger phrase or keywords. |
| Agent | The agent says something matching the trigger phrase or keywords. |
| Both | Either the agent or the contact says something matching the trigger phrase or keywords. |
Use Contact for prompts that respond to what customers bring up, such as FAQs or objections. Use Agent for prompts that respond to what your agents say, such as catching compliance language or coaching agents through moments they initiate. Use Both when either side might raise the relevant topic.
Note: Said by defaults to Contact for manually created prompts. You can change this setting at any time by editing the prompt.
Configure prompt details
The required fields vary based on the selected category.
For Objection prompts:
Title: A clear name for the prompt.
Objection field: Enter a trigger phrase (for example, "We don't have the right budget"). This helps AI recognize related language in real time.
Prompt message: The message agents will see.
- Said by: Choose whether the prompt should trigger based on what the Contact says, what the Agent says, or Both.
Link more information (optional): Add supporting resources if needed.
Keywords (optional): List related words, separated by commas.
Language: Choose the prompt language.
For Competitor, FAQs, or Other prompts:
Each follows a similar structure, adapted to the type of guidance:
Competitor: Triggers based on competitor mentions.
FAQs: Designed for common questions and prewritten answers.
Other: Flexible use for general call assistance.
Every prompt, regardless of category, also includes a Said by field. Choose Contact, Agent, or Both to control which speaker can trigger the prompt. Please see the section of this article Choosing who triggers a Live Prompt for guidance on which option to use.
Click Save to create your prompt.
Assigning prompts to phone numbers
Important: Creating a prompt does not automatically activate it. You must assign prompts to each phone number individually.
Steps:
Select the desired number
Go to the Settings tab.
In the Live Assist section, confirm Real time transcription is enabled.
Under Assign prompts, choose the prompts you want to activate for this number.
Repeat this process for each phone number that requires prompts.
Note: You can assign different prompt sets to different numbers depending on their function (for example, sales vs support).
Prompt content best practices
Effective trigger keywords
Use real terms customers are likely to say.
Include synonyms and phrasing variations.
Add competitor names for relevant prompts.
Good prompt messaging
Keep responses concise: 2–3 sentences max.
Focus on talking points, not word-for-word scripts.
Include relevant data or proof points.
Suggest next steps or follow-up questions.
Example: Objection prompt
Category: Objections
Keywords: expensive, costly, budget, too much
Prompt message:
"Emphasize ROI: Our customers typically see 3x return within 6 months. Ask about their current costs for comparison. Offer to schedule a ROI analysis call."
This setup provides agents with quick, contextual guidance to respond effectively in the moment.
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