Adding your AI Voice Agent to a call flow

You can easily add an AI Voice Agent to your call flow in Aircall Smartflows. It appears as a widget that can be placed in any branch of your flow, allowing you to configure how and when the agent should interact with callers.

For details on setting up Smartflows, see the Smartflows routing overview.

Important: Due to specific regulations, AI Voice Agents cannot be added to French mobile numbers.

Deployment strategies

There are several common ways to deploy the AI Voice Agent within your Smartflows distribution:

First responder

• Description: Place the AI Voice Agent near the top of the call flow to act as the first line of defense. If it cannot resolve the inquiry, it will transfer to a human agent.

• Use cases:
  • Deflect inbound support calls
  • Qualify leads before connecting them to sales representatives

Overflow

• Description: Place the AI Voice Agent at the bottom of the call flow, after all other routing options. In this role, it handles inbound calls that human agents miss.

• Use cases:
  • Manage customer support inquiries during peak call volume
  • Ensure no leads are lost after a marketing campaign or event generates high call traffic

After-hours

• Description: Assign the AI Voice Agent to the branch of your call flow dedicated to after-hours.

• Use cases:
  • Provide 24/7 coverage so customers can always reach your business

Enabling call transfer

The AI Voice Agent can easily be configured to transfer calls to human agents.

Steps:

1. Go to the AI Voice Agent and adjust the Transfer Rules settings. For details, see Configuring your AI Voice Agent.
2. Place the AI Voice Agent anywhere within your call flow.
3. Add a Ring-to widget after the AI Voice Agent widget.
   • The Ring-to widget does not have to be placed immediately after. You can include other widgets, such as an IVR or audio message, in between.

In practice, the AI Voice Agent allows callers to continue through the rest of the Smartflow. The first team or user that appears after the AI Voice Agent is where the call will be transferred.

Note: The AI Voice Agent transfers calls to a human agent in two situations:
• Caller request: When the caller explicitly asks to speak with someone.
• Complex inquiries: When the AI Voice Agent cannot handle the request due to complexity or limited Knowledge Base information.

Only calls fully handled by the AI Voice Agent are transcribed in the conversation center. Transferred calls are not transcribed.

How AI Voice Agent call activity appears in Aircall and integrations

When the AI Voice Agent manages a call, all intake questions and the caller’s responses are automatically logged in the Aircall call activity as a note. This allows your team to easily review the conversation details directly in the Aircall Workspace or within your connected CRM or Helpdesk, such as Salesforce, HubSpot, or Zendesk. 

However, we will eventually introduce transcriptions in the Conversation Center, so you will be able to see what the customer asked and how the AI Voice Agent responded. 

How AI Voice Agent calls are logged

Calls handled by the AI Voice Agent follow the same call-logging behavior as regular Aircall calls. This means they will still appear in your call history and Analytics dashboard.

Note: Calls managed by the AI Voice Agent are treated as regular calls in Aircall. For now, they appear as inbound received calls in both Aircall Workspace and any connected CRM or Helpdesk.

Viewing AI Voice Agent intake responses

In connected CRM and Helpdesk the intake questions and the caller’s answers will appear as comments in the call activity record. This gives your human agents full visibility into what the AI Voice Agent asked and how the caller responded, all within the same workflow they already use. 

In Zendesk

In Salesforce

In HupSpot

Note: Calls are logged in HubSpot as inbound received calls to ensure accurate reporting and visibility.

For more information, see Logging Voice Agent calls in HubSpot article. 

Transfer to human agents

If the AI Voice Agent transfers a call to a human agent, the Aircall user receiving the call will typically also see an “Handoff reason” displayed when the phone rings. This helps agents understand why the AI transferred the conversation and ensures a seamless handover experience for the caller.

For more information about the transfer rules, see Configuring your AI Voice Agent. 

Identifying AIVA handed over calls on the mobile app

Aircall mobile app users can easily identify calls that have been handed over by AI Voice Agent. 

When an AI Voice Agent handed over call comes in, users can now see additional details on their screen, including:

• Who is calling
• The reason for escalation

This information is displayed while the phone is ringing, allowing users to understand the context of the call before answering.

Accessing AI Voice Agent handed over calls in the app

After the call, users can identify and review AI Voice Agent handed over calls across several sections of the mobile app:

• Call history: Handed over calls are clearly marked, helping users distinguish them from standard inbound calls.
• Conversations: Users can view AIVA-related details alongside other call information.
• Call details: Full hand off context is available for reference.

Tip: Recognizing AIVA handed over calls helps users stay informed and prepared, ensuring a smoother and more personalized customer experience.