What's included in the Aircall Professional plan

The Professional plan builds on the Essentials plan with a set of features designed to help your team handle more calls more efficiently, give managers real-time visibility, and automate workflows that would otherwise require manual effort. This article explains what is unlocked, who it is for, and how to get started with each feature.

Note: Everything available on the Essentials plan is also available on the Professional plan. This article covers only the features that are exclusive to or enhanced on the Professional plan.

What changes when you upgrade

For sales teams

These features are designed to increase outbound productivity and reduce time spent on repetitive tasks.

Power Dialer

• Work through a list of contacts automatically, without manually dialing each number. 
• Import up to 1,000 numbers via CSV, copy and paste, or add them from any webpage using the Aircall Chrome extension. 
• Between calls, you get dedicated wrap-up time to add notes and tags before the next number dials automatically.

For more information, please see Aircall Workspace: Using the Power Dialer.

Voicemail Drop

• Leave a pre-recorded message on unanswered outbound calls with a single click, without waiting for the beep or recording live each time. 
• Each agent manages their own messages (up to 10, up to 3 minutes each). 
• Works on both standard outbound calls and Power Dialer sessions.

For more information, please see Aircall Workspace: Voicemail Drop.

For support teams

These features help reduce caller wait times and ensure customers reach the right agent first time.

Queue Callback

Give callers the option to request a callback instead of waiting on hold. With automated callbacks, Aircall saves the caller's position in the queue and triggers the outbound call automatically when an agent becomes available. No manual follow-up needed.

Note: Callback management is enabled by default for new Professional plan customers. Existing accounts must opt in manually.

For more information, please see Managing callback requests.

Smart Routing (Ring to via API)

• Route calls to the right agent based on live data from your CRM or help desk, including customer segment, region, account owner, and last touchpoint. 
• Instead of fixed routing rules, calls are directed dynamically using an API call to your external system at the moment the call comes in. 
• This reduces average handling time, increases CSAT, and ensures call volume is handled efficiently across your team.
• Available in Aircall Dashboard to admins on the Professional plan. Non-technical teams can contact their Account Management team for implementation support.

For more information, please see Smartflows widgets: Smart Routing: Ring to (via API) widget.

Unlimited teams

• Create as many teams as your organization needs. The Essentials plan is limited to three teams. 
• Use them to group agents by language, role, skills, or any other criteria, and assign them to numbers with their own distribution rules and queue settings.

For more information, please see Managing Teams in Aircall Dashboard.

For managers and admins

These features give you visibility into what is happening across your team, in real time and historically, and control over how your team works.

Live Monitoring Pro

See all live call activity in one dashboard. Compared to the base Live Monitoring on Essentials, Live Monitoring Pro adds a Users tab to track individual agent availability and performance, top KPIs (total calls, unanswered calls, calls waiting, user statuses), and an advanced breakdown of call states including missed call reasons.

For more information, please see Get started with Live Monitoring, Live Monitoring Pro, and Live Monitoring+.

Call Coaching (whisper)

Listen in on live calls and speak directly to agents during a call without the customer hearing. Coaching sessions are available to admins and supervisors from the Live Monitoring Pro dashboard in Aircall Dashboard. Only one coach per call at a time.

For more information, please see Live Monitoring: Coaching.

Advanced Analytics dashboards

Go beyond the Overview dashboard with four focused views designed for deeper performance analysis:

• Inbound: Call volume, answer rates, and wait times.
• Outbound: Activity and connection rates.
• Unanswered Calls: Missed call patterns and root causes.
• User Activity: Individual agent performance and productivity leaderboard.

For more information, please see Analytics features by plan: what’s included?.

Mandatory Call Tagging

Require agents to tag every call before they can move on to the next one. If a call is left untagged, the agent stays unavailable until it is tagged. Keeps reporting complete and consistent without relying on agent discipline. Enabled per number from the Aircall Dashboard.

For more information, please see Managing call tags in Aircall Dashboard.

Unlimited call recording storage

Retain call recordings indefinitely with no storage cap. Useful for compliance, quality assurance, and agent training programs.

For technical teams and developers

SMS API

Send SMS and MMS messages programmatically from Aircall phone numbers, using custom development or low-code integration tools. Two endpoint options are available: one keeps messages visible in the Aircall app so agents can continue the conversation, the other bypasses the Aircall inbox entirely for fully automated workflows.

For more information, please see Getting started with the Send Message Skipping Aircall Inbox endpoint in the Aircall API.

Included at no extra cost: AI Assist

AI Assist is included in the Professional plan for all users at no additional cost. It provides:

• Call transcription and summaries
• Key topics and sentiment analysis
• Action items
• Follow-up email drafting
• CRM logging of summaries and key topics (HubSpot, Salesforce, Zendesk)

Important: Admins must activate AI Assist and assign it to each user who needs access. AI Assist applies to calls with an in-call duration of more than one minute.

For more information, please see Discover AI Assist.

Available as add-ons

The following capabilities are not included in the Professional plan but can be purchased separately.

Analytics+ unlocks advanced dashboards including Overview+, Inbound+, Outbound+, Unanswered Calls+, User Activity+, User Status History+, Network Diagnostics+, Monitoring+, and Live Monitoring+, plus unlimited data history, heat maps, and advanced drill-downs.

Getting started on the Professional plan

If you have just upgraded, these are the highest-impact features to activate first.

Steps:

1. Enable Queue Callback on your inbound numbers (Aircall Dashboard > Numbers > Settings > Callbacks).
2. Set up Mandatory Call Tagging on numbers where call categorization matters (Aircall Dashboard < Numbers > Settings).
3. Assign AI Assist to your users (Aircall Dashboard > Users & Teams > Users > User profile > Add-on Assignment).
4. Explore Live Monitoring Pro to get a real-time view of your team.
5. Have agents record their first Voicemail Drop message in Aircall Workspace (Aircall Workspace > Settings > Call Settings > Voicemail Drop).
6. When ready, work with your admin or Aircall Account Management team to configure Smart Routing for your key inbound numbers.