Aircall Help Center | Getting started with Ask Aircall (Beta)

Getting started with Ask Aircall (Beta)

Ask Aircall is an AI assistant built into your Aircall Dashboard. It answers questions about your calls, your team's performance, and how Aircall works, all from one chat. This article explains what Ask Aircall can do, how to access it, and what to know while it's in Beta.

What Ask Aircall does

Ask Aircall combines two types of knowledge in a single conversation:

Operational insights: call analytics and conversational intelligence, covered in more detail in the sections below.
Product knowledge: how Aircall features work and how to configure them.

Because both are available from the same input, you don't need to decide in advance which kind of question you're asking, or switch tools partway through.

In practice, this means:

You can ask a business question and a product question in the same chat, instead of checking one tool for data and another for help.
Your conversation stays where you left it as you move around the Dashboard, so you don't lose your place or have to repeat yourself.
You can combine data across calls, agents, and time periods to get answers that predefined reports don't cover.
You can go from spotting an issue to knowing exactly how to fix it, without leaving the conversation.

For example: you notice your lowest-scoring agents this week also have the most dropped calls. You ask Ask Aircall whether excluding short or dropped calls from scoring would change the picture, and it walks you through adjusting your scorecard criteria to only evaluate full conversations, right in the same thread.

Note: Ask Aircall is currently in Beta. Features, limits, and behaviour described in this article may change as the experience evolves.

Before you begin

You need an Admin, Manager, or Owner role to use Ask Aircall.
During Beta, Ask Aircall is included on all plans (Essentials, Professional, Assist, Assist PRO). Access, packaging, and pricing may change after Beta.
Questions about call content rely on your calls being transcribed. Calls that aren't transcribed won't appear in those answers.

How to use Ask Aircall

Steps:

Open Ask Aircall from the Aircall Dashboard Homepage, or from the chat icon available on every Aircall Dashboard page.
Type your question in plain language, for example "What were our top complaint topics this week?" or "How do I set up call forwarding?"
Ask Aircall automatically works out whether your question needs call and team data or product knowledge, and answers accordingly. You don't need to specify which.
Your answer streams in using whichever format fits the question:
- Tables for structured data like call lists or agent comparisons.

An audio player to jump into a call recording, formatted transcriptions

Charts for trends and breakdowns
Product and how-to answers always include source links to the relevant Help Centre articles, so you can dig deeper.

Keep the conversation going as you navigate. It doesn't reset when you switch pages.
Come back later. Your recent sessions are saved and accessible from the Homepage or the chat panel.

What you can ask Ask Aircall

Monitor calls, messages, and team activity

Understand how your team is performing across calls and messaging.

View call activity (volume, answered and unanswered calls, AI Voice Agent activity, and more).
Monitor operational metrics (call duration, pickup rate, time to answer, waiting time, After Call Work, and user availability).
Compare activity across users, teams, and time periods, and track trends over time.

For example, you could ask "How many calls did Sarah handle last week?" or "What's David's average call duration?"

Understand customer conversations

Quickly find conversations and understand what happened in one or across multiple conversations.

Search calls, recordings, voicemails, and messages.
Read transcripts and summaries.
Explore customer sentiment and conversation topics.
Search conversations by contact, company, user, tag, or keyword.
Identify recurring themes and customer issues or opportunities across conversations.
Detect trends in customer behaviour and support or sales conversations.

For example, you could ask "What are our top call reasons this month?", "Show me negative sentiment calls from the Support line".

Coach your team

Review conversations and identify coaching opportunities.

Pull agent performance metrics and quality scores.
Review scorecards, call evaluations, and playbook results.
Compare team performance.
Detect recurring coaching gaps or behavioural patterns across agents.

Get insights on your AI Voice Agent

Understand how your AI Voice Agent is supporting your team.

Ask about calls handled by your AI Voice Agent.
Ask how it's performing: handle rate, escalation reasons, and call topics.

For example, you could ask "How is our AI Voice Agent handling billing calls?"

Note: Resolution rate, Customer Get Rate (CGR), and other productivity metrics for the AI Voice Agent aren't available in Ask Aircall yet. Support for these is planned.

Find people, customers, and resources

Quickly locate information across your workspace.

Look up users, teams, and contact lists.
Get answers about basic phone number configuration (name, number, country, state, capabilities, agent count).

Get general Aircall support

Ask questions about Aircall features, configuration, and troubleshooting.

Get an explanation of how any Aircall feature works.
Get guided through troubleshooting or setup.

For example, you could ask "How do I set up an IVR?" or "Why aren't my calls being recorded?"

Important things to know

It only shows what you can already see. Ask Aircall inherits your existing Aircall permissions. If your account has restricted access to certain numbers, teams, or users, Ask Aircall's answers are scoped the same way. It won't show you data you couldn't already see in the Dashboard.
It works from historical data, not live data. Ask Aircall can't tell you what's happening right now, such as calls currently waiting in the queue or how long someone has been in their current status. For that, use Live Monitoring in the Dashboard. A few specific metrics also aren't available yet: time spent in IVR, declined versus missed ringing attempts, and the raw count of SLA-breaching calls (SLA is available as a percentage). Ask Aircall typically looks back around six months, depending on how much call history and transcription data your account has.
It answers one type of question at a time. If you mix a data question and a product question in one message, Ask Aircall answers the data part first and the product help part next. Combined answers that address both in a single response are planned for a future update.
It doesn't remember past sessions. Within a session, Ask Aircall remembers your conversation as you navigate. It doesn't carry context from one session over to the next. Each session's history is saved and viewable, but the assistant starts fresh each time you begin a new conversation.
It can't make changes to your account yet. Ask Aircall can explain how a setting works, but it can't create or edit things like Smartflows, numbers, or routing rules on your behalf. It also doesn't yet have full access to your account settings; for example, it can't check integration status (CRM connections, Zendesk, Shopify, and similar) or access billing or other account settings. Use the Aircall Dashboard or Help Centre directly for those. Write actions and expanded account access are on the roadmap.
It answers in the language you ask in. Call transcripts and product localisation follow Aircall's existing supported languages.
Your conversations are private to you. Only you can see your Ask Aircall sessions; teammates cannot view your conversations. The ability to share a conversation with others is planned for a future update.

Important: Ask Aircall is designed for generous usage, and most users won't reach any limits during normal use. AI-powered analysis features are subject to fair usage thresholds based on system load and usage patterns. If a threshold is reached, any query already in progress always completes in full, AI data and analysis features may be temporarily limited until the next usage cycle.Product guidance and how-to questions remain available at all times. You can request increased usage limits if you need them. These thresholds may be adjusted during Beta as real-world usage becomes clearer, and packaging may change after Beta.

Best practices

Ask specific and time-framed questions rather than broad ones. "What's our answer rate for the Support line this week" gets a more precise answer than "How's support doing?"
Use the source links on product and how-to answers to confirm details or go deeper.
For data answers, spot-check the numbers against the referenced call, transcript, or record, especially for calculated or complex metrics.
If an answer looks off, incomplete, or like a guess, use the thumbs up or down feedback option so the team building Ask Aircall can review it.
If your question needs advanced analytics, such as heatmaps or SLA-adjusted KPIs, use Analytics+, which is purpose-built for that level of analysis.

What's coming next

Ask Aircall is being rolled out and improved in phases:

Deeper knowledge: connections to more of your Aircall data and knowledge sources.
Actions, not just answers: the ability to make configuration changes, like setting up a Smartflow, directly from chat, with your confirmation before anything is applied.
Extending to Aircall Workspace: allowing agents to ask about their own calls and performance for coaching, prepare for upcoming calls with contact history, get quick product help, and search their own knowledge base.

We'll share updates as new capabilities become available. If you run into issues or have ideas, use the feedback option in the chat panel; it goes straight to the team building this.

FAQs

Is Ask Aircall a new product, or does it replace Ask AI Assist?

Ask Aircall brings your existing conversation intelligence and product help into one place. If you've used a separate chat for call and business insights before, that capability is now part of Ask Aircall.

Do I need a specific role or plan to use it?

Yes to the role: Admin, Manager, or Owner. As for plan, no restriction applies during Beta. It works on Essentials, Professional, Assist, and Assist PRO, as well as trial accounts. This is expected to be reviewed once Beta ends.

Is there a cost to use it?

Not during Beta. It's included with your existing plan at no extra charge. That may change as the feature moves out of Beta.

Why do fair usage limits exist?

AI analysis has real costs that scale with complexity; a simple lookup costs far less than a multi-step, cross-call analysis. The limit is set high, to catch rare, extreme usage rather than restrict everyday questions, so the feature can keep being offered to everyone fairly.

Can it take actions in my account, like updating a Smartflow?

Not yet. Today, Ask Aircall can explain how features and settings work, but it can't make changes for you. Action-taking is planned for a future release.

Does it work in my language?

Yes. It answers in the language you use to ask your question.

How long is the Beta?

The Beta doesn't have a fixed end date. Aircall will notify customers well in advance of any changes and provide access options after Beta.

How far back can Ask Aircall look?

Typically around six months, based on how much call history and transcription data your account has.

Why can't Ask Aircall answer every analytics question?

For advanced metrics that require complex calculations, like heatmaps or SLA-adjusted KPIs, Ask Aircall may not have access or may not be the right tool. That's intentional: some analysis is better handled by Analytics+, which is purpose-built for it.

Is my call data used to train AI models?

No. Your call data, recordings, and transcripts aren't used to train any internal or third-party AI models.

Can I trust the numbers it gives me?

Product and how-to answers always come with a source link so you can verify them yourself. For data answers, check the details against the call, transcript, or record it references. If something looks wrong, use the feedback option to flag it.

Can I give feedback on an answer?

Yes. Every response has a thumbs up or thumbs down option. Your feedback goes directly to the team building Ask Aircall.

Will it always give the same answer to the same question?

Not necessarily word for word. Ask Aircall is an AI assistant, not a fixed lookup, so the underlying data stays consistent, but the exact phrasing of an answer can vary between asks.

Can other people at my company see my conversations?

No. Your conversations are accessible only to you.

What Ask Aircall does

Ask Aircall combines two types of knowledge in a single conversation:

Operational insights: call analytics and conversational intelligence, covered in more detail in the sections below.
Product knowledge: how Aircall features work and how to configure them.

Because both are available from the same input, you don't need to decide in advance which kind of question you're asking, or switch tools partway through.

In practice, this means:

You can ask a business question and a product question in the same chat, instead of checking one tool for data and another for help.
Your conversation stays where you left it as you move around the Dashboard, so you don't lose your place or have to repeat yourself.
You can combine data across calls, agents, and time periods to get answers that predefined reports don't cover.
You can go from spotting an issue to knowing exactly how to fix it, without leaving the conversation.

Note: Ask Aircall is currently in Beta. Features, limits, and behaviour described in this article may change as the experience evolves.

Before you begin

You need an Admin, Manager, or Owner role to use Ask Aircall.
During Beta, Ask Aircall is included on all plans (Essentials, Professional, Assist, Assist PRO). Access, packaging, and pricing may change after Beta.
Questions about call content rely on your calls being transcribed. Calls that aren't transcribed won't appear in those answers.

How to use Ask Aircall

Steps:

Open Ask Aircall from the Aircall Dashboard Homepage, or from the chat icon available on every Aircall Dashboard page.
Type your question in plain language, for example "What were our top complaint topics this week?" or "How do I set up call forwarding?"
Ask Aircall automatically works out whether your question needs call and team data or product knowledge, and answers accordingly. You don't need to specify which.
Your answer streams in using whichever format fits the question:
- Tables for structured data like call lists or agent comparisons.

An audio player to jump into a call recording, formatted transcriptions

Charts for trends and breakdowns
Product and how-to answers always include source links to the relevant Help Centre articles, so you can dig deeper.

Keep the conversation going as you navigate. It doesn't reset when you switch pages.
Come back later. Your recent sessions are saved and accessible from the Homepage or the chat panel.

What you can ask Ask Aircall

Monitor calls, messages, and team activity

Understand how your team is performing across calls and messaging.

View call activity (volume, answered and unanswered calls, AI Voice Agent activity, and more).
Monitor operational metrics (call duration, pickup rate, time to answer, waiting time, After Call Work, and user availability).
Compare activity across users, teams, and time periods, and track trends over time.

For example, you could ask "How many calls did Sarah handle last week?" or "What's David's average call duration?"

Understand customer conversations

Quickly find conversations and understand what happened in one or across multiple conversations.

Search calls, recordings, voicemails, and messages.
Read transcripts and summaries.
Explore customer sentiment and conversation topics.
Search conversations by contact, company, user, tag, or keyword.
Identify recurring themes and customer issues or opportunities across conversations.
Detect trends in customer behaviour and support or sales conversations.

For example, you could ask "What are our top call reasons this month?", "Show me negative sentiment calls from the Support line".

Coach your team

Review conversations and identify coaching opportunities.

Pull agent performance metrics and quality scores.
Review scorecards, call evaluations, and playbook results.
Compare team performance.
Detect recurring coaching gaps or behavioural patterns across agents.

Get insights on your AI Voice Agent

Understand how your AI Voice Agent is supporting your team.

Ask about calls handled by your AI Voice Agent.
Ask how it's performing: handle rate, escalation reasons, and call topics.

For example, you could ask "How is our AI Voice Agent handling billing calls?"

Note: Resolution rate, Customer Get Rate (CGR), and other productivity metrics for the AI Voice Agent aren't available in Ask Aircall yet. Support for these is planned.

Find people, customers, and resources

Quickly locate information across your workspace.

Look up users, teams, and contact lists.
Get answers about basic phone number configuration (name, number, country, state, capabilities, agent count).

Get general Aircall support

Ask questions about Aircall features, configuration, and troubleshooting.

Get an explanation of how any Aircall feature works.
Get guided through troubleshooting or setup.

For example, you could ask "How do I set up an IVR?" or "Why aren't my calls being recorded?"

Important things to know

It only shows what you can already see. Ask Aircall inherits your existing Aircall permissions. If your account has restricted access to certain numbers, teams, or users, Ask Aircall's answers are scoped the same way. It won't show you data you couldn't already see in the Dashboard.
It works from historical data, not live data. Ask Aircall can't tell you what's happening right now, such as calls currently waiting in the queue or how long someone has been in their current status. For that, use Live Monitoring in the Dashboard. A few specific metrics also aren't available yet: time spent in IVR, declined versus missed ringing attempts, and the raw count of SLA-breaching calls (SLA is available as a percentage). Ask Aircall typically looks back around six months, depending on how much call history and transcription data your account has.
It answers one type of question at a time. If you mix a data question and a product question in one message, Ask Aircall answers the data part first and the product help part next. Combined answers that address both in a single response are planned for a future update.
It doesn't remember past sessions. Within a session, Ask Aircall remembers your conversation as you navigate. It doesn't carry context from one session over to the next. Each session's history is saved and viewable, but the assistant starts fresh each time you begin a new conversation.
It can't make changes to your account yet. Ask Aircall can explain how a setting works, but it can't create or edit things like Smartflows, numbers, or routing rules on your behalf. It also doesn't yet have full access to your account settings; for example, it can't check integration status (CRM connections, Zendesk, Shopify, and similar) or access billing or other account settings. Use the Aircall Dashboard or Help Centre directly for those. Write actions and expanded account access are on the roadmap.
It answers in the language you ask in. Call transcripts and product localisation follow Aircall's existing supported languages.
Your conversations are private to you. Only you can see your Ask Aircall sessions; teammates cannot view your conversations. The ability to share a conversation with others is planned for a future update.

Important: Ask Aircall is designed for generous usage, and most users won't reach any limits during normal use. AI-powered analysis features are subject to fair usage thresholds based on system load and usage patterns. If a threshold is reached, any query already in progress always completes in full, AI data and analysis features may be temporarily limited until the next usage cycle.Product guidance and how-to questions remain available at all times. You can request increased usage limits if you need them. These thresholds may be adjusted during Beta as real-world usage becomes clearer, and packaging may change after Beta.

Best practices

Ask specific and time-framed questions rather than broad ones. "What's our answer rate for the Support line this week" gets a more precise answer than "How's support doing?"
Use the source links on product and how-to answers to confirm details or go deeper.
For data answers, spot-check the numbers against the referenced call, transcript, or record, especially for calculated or complex metrics.
If an answer looks off, incomplete, or like a guess, use the thumbs up or down feedback option so the team building Ask Aircall can review it.
If your question needs advanced analytics, such as heatmaps or SLA-adjusted KPIs, use Analytics+, which is purpose-built for that level of analysis.

What's coming next

Ask Aircall is being rolled out and improved in phases:

Deeper knowledge: connections to more of your Aircall data and knowledge sources.
Actions, not just answers: the ability to make configuration changes, like setting up a Smartflow, directly from chat, with your confirmation before anything is applied.
Extending to Aircall Workspace: allowing agents to ask about their own calls and performance for coaching, prepare for upcoming calls with contact history, get quick product help, and search their own knowledge base.

We'll share updates as new capabilities become available. If you run into issues or have ideas, use the feedback option in the chat panel; it goes straight to the team building this.

FAQs

Is Ask Aircall a new product, or does it replace Ask AI Assist?

Do I need a specific role or plan to use it?

Is there a cost to use it?

Not during Beta. It's included with your existing plan at no extra charge. That may change as the feature moves out of Beta.

Why do fair usage limits exist?

Can it take actions in my account, like updating a Smartflow?

Not yet. Today, Ask Aircall can explain how features and settings work, but it can't make changes for you. Action-taking is planned for a future release.

Does it work in my language?

Yes. It answers in the language you use to ask your question.

How long is the Beta?

The Beta doesn't have a fixed end date. Aircall will notify customers well in advance of any changes and provide access options after Beta.

How far back can Ask Aircall look?

Typically around six months, based on how much call history and transcription data your account has.

Why can't Ask Aircall answer every analytics question?

Is my call data used to train AI models?

No. Your call data, recordings, and transcripts aren't used to train any internal or third-party AI models.

Can I trust the numbers it gives me?

Can I give feedback on an answer?

Yes. Every response has a thumbs up or thumbs down option. Your feedback goes directly to the team building Ask Aircall.

Will it always give the same answer to the same question?

Not necessarily word for word. Ask Aircall is an AI assistant, not a fixed lookup, so the underlying data stays consistent, but the exact phrasing of an answer can vary between asks.

Can other people at my company see my conversations?

No. Your conversations are accessible only to you.