Aircall’s AI Messaging Agents are conversational AI designed to autonomously handle inbound customer messages on WhatsApp and SMS. They can qualify leads, answer frequently asked questions, and automate support without requiring scripted decision trees.

AI Messaging Agents are part of the same AI product family as AI Voice Agents, providing a unified AI experience across both voice and messaging channels, all configured from the Aircall Dashboard.

Key benefits

FeatureDescription
  • Always-on messaging coverage
AI Messaging Agents respond to inbound messages 24/7, ensuring your team never misses a lead or leaves a customer waiting, even outside business hours.
  • Automated lead qualification and FAQ handling
The AI captures contact information, qualifies leads through intake questions, and answers common queries using your knowledge base, reducing repetitive conversations for your team.
  • Intelligent follow-up on outbound workflows
When recipients reply to outbound SMS workflows (via HubSpot, the Aircall API, or other tools), the AI continues the conversation on the same phone line instead of leaving messages unanswered.
  • Seamless human handoff
For complex queries or when a contact requests it, the AI acknowledges the need for human support and enables your team to follow up with full conversation context.
  • Shared context across voice and messaging
AI Messaging Agents and AI Voice Agents share the same knowledge base, ensuring consistent responses across channels, with all AI conversations visible in Aircall Workspace.

How it works

  1. A customer sends an inbound message to an Aircall number via SMS or WhatsApp where the AI Messaging Agent is active.
  2. The AI responds automatically using your configured objectives and knowledge base.
  3. Intake questions collect key information such as name, company, and reason for contact.
  4. If the AI can resolve the query, it provides an answer using your knowledge base content.
  5. If human support is needed, the AI acknowledges the request and informs the customer that a human will follow up. The conversation is then available in Aircall Workspace for seamless continuation.

What you can configure

The AI Messaging Agent is configured from the AI Agents tab in the Aircall Dashboard.

  • Agent profile: Set a name, define supported languages, and specify the agent’s goal
  • Company information: Provide your company name, description, and relevant context
  • Knowledge base: Upload documents and content used to answer questions. This can be shared with your AI Voice Agent
  • Messaging script: Customize messages for key moments such as greetings and closing
  • Intake flow: Define the questions used to collect contact information
  • Escalation rules: Specify when and how conversations are handed off to a human agent
  • AI Actions (coming soon): Connect external tools such as CRM, calendar, or order management systems to enable actions during conversations
  • Line assignment: Select which SMS and WhatsApp numbers the agent is active on
Important: Group messaging conversations are not working for AIVA: if a number connected to AIVA is in a group conversation, the AI agent will not be active.

Supported channels

  • SMS: Yes
  • WhatsApp: Yes (inbound messages within the 24-hour session window)

Availability and pricing

  • The AI Messaging Agent is currently in private Beta and will soon be available to all Aircall customers. It does not require an add-on.
  • Pricing is usage-based and follows the same model as the AI Voice Agent, with pay-as-you-go options and optional bundles.
  • For detailed pricing, contact your Aircall account team or visit the pricing section in the Aircall Dashboard.
Note: Availability is currently limited due to the private Beta phase.

Getting started

Follow these steps to set up your AI Messaging Agent:

  1. Go to the AI Agents tab in the Aircall Dashboard
  2. Click Create an AI Messaging Agent
  3. Define the agent’s objective
  4. Upload your knowledge base content
  5. Configure intake questions
  6. Assign the agent to one or more SMS or WhatsApp lines
  7. Activate the agent by clicking Activate
Tip: Start with a well-structured knowledge base to ensure accurate and helpful AI responses from the beginning.