Aircall's AI features share a common layer of configuration: the context they use, the vocabulary they recognise, the knowledge they draw from, and the privacy controls that govern them. AI Settings is where you manage all of it, in one place, rather than hunting through individual product areas.

This article explains what each section does and how to access it.

Who can use AI Settings

Note: Any user with an AI Assist licence benefits from the outputs these settings improve. Only Admins and Owners can view and edit the configuration.

How to access AI Settings

Steps:

  1. Open the Aircall Dashboard.
  2. In the left sidebar, select AI Settings.
  3. Choose the section you need: Company context, Glossary, Knowledge library, or Data privacy.

What you can configure

Company context

Company context window

AI features produce better output when they understand your business. Company context is where you give them that grounding: a description of what your company does, and the products or services you offer.

Once set, this context is applied automatically across AI Assist features. The result is AI output that references your actual product names, your terminology, and your business, not generic placeholders.

Glossary

Glossary window

Every business has words a general transcription engine is likely to get wrong: product names, acronyms, competitor names, internal terminology. The Glossary is where you add them so the AI recognises and spells them correctly in transcriptions.

To add a term, click Add term and configure the following:

  • Correct spelling: enter the term exactly as it should appear in transcriptions.
  • Category: classify the term so it is easier to manage. Available categories are Company name, Product/Feature name, Competitor name, Partner name, Industry terminology, Acronym, and Other.
  • Languages: scope the term to specific languages or set it to all languages to apply it universally.
  • Pronunciation hint: add a phonetic guide for terms that are commonly misheard or have an unusual pronunciation.

Accounts support up to 100 terms. You can search, filter by category or language, and delete terms from the main Glossary screen. To edit a term, delete it and re-add it.

Knowledge library

Knowledge library window

The Knowledge library gives you a single view of all knowledge sources connected to your AI products. Sources used by your Voice Agents and Messaging Agents appear here, and you can add or manage them without opening each agent individually.

To add a source, click Add new source and choose the type:

  • Block of content: paste or write content directly, useful for FAQs, policies, or any information that does not have a dedicated URL.
  • Website: provide a URL and Aircall will pull content from that page.

Sources added inside a specific agent are reflected here automatically, and sources added from the Knowledge library are available to the agents that use them. Both routes feed the same library.

Tip: Use the Knowledge library as your single point of reference for all connected knowledge sources. You do not need to open individual agents to see what content they are using.

Data privacy

Data privacy section

The Data privacy section contains two settings that apply across your AI features: Transcription Redaction and Predicted CSAT.

Transcription Redaction removes sensitive information from call transcripts before they are stored. You choose which categories to redact: Payment Data, Personal Information, and Medical Information. The setting applies to all numbers with transcription enabled by default, and can be adjusted per number under Aircall Dashboard > Numbers > Settings.

Important: Redacted data is permanently removed and cannot be recovered. Redaction applies to new calls only — existing transcripts are not affected.

Predicted CSAT scores each call for customer satisfaction based on resolution, sentiment, and customer effort. It applies to numbers where agents hold an AI Assist Pro license, with the option to override it per number under Aircall Dashboard > Numbers > Settings.

Tip: Predicted CSAT is designed for support and success numbers. For sales numbers, Mood (sentiment) is the more relevant signal.

FAQs

Where did Company context, Glossary, and Data privacy move to?

They are now under AI Settings in the Dashboard sidebar. They were previously accessible under AI Assist or AI Assist Pro. Your saved configuration is unchanged.

Do I need to set anything up again?

No. Your existing configuration carries over automatically. Only the navigation path has changed.

What is the Knowledge library?

A single view of all knowledge sources connected across your AI products. You can add and manage sources here, or from within individual Voice Agents or Messaging Agents — either way, they belong to the same library.

Who can access AI Settings?

Admins and Owners with an AI Assist or AI Assist Pro licence assigned to their account.

Will more settings be added to AI Settings over time?

Yes. As shared AI configuration grows across Aircall products, it will be added here.