28-October-2024
Feature Area |
Description |
More Information |
| New Live Monitoring |
Aircall has started the progressive rollout for the new Live Monitoring. What are the main features of Live Monitoring? Live Monitoring offers the same live call coaching/whispering, live user statuses and live call list you know and love, as well as even more live metrics, instant access to call details, as well as extra filters and data broken down per user (Pro plan) and per number (A+). Analytics+ users also have color-coded SLA thresholds, and can even drill down into live metrics! |
Live Monitoring |
| Dashboard Design Revamp - Integration and API Section |
We are revamping the designs of the Integration and API section of Dashboard to make it look more user friendly and easy to use. Along with UI changes we are also introducing new features such as Search of Integrations by Name or Custom Name, filter integrations by Category as well as a new section called as “Collections”. |
Changes to Integrations & API page in the Aircall Dashboard |
| Call scoring |
Call Scoring is the newest addition to our Aircall AI add-on, coming to customers in all AI-applicable languages (English, French, Spanish, German, Dutch, and Italian) Call Scoring allows sales and customer support managers to create custom scorecards that use a mix of AI and human-evaluated criteria to score calls faster and centralize QA processes in the Aircall Dashboard. Call Scoring also adds a new "Scorecard" tab to the Conversation Center of the Dashboard, where managers can see performance metrics across all of the calls they've scored. This helps them quickly pin-point areas for improvement, so they can coach more effectively. |
Call Scoring |
| Pipedrive Integration Enhancement - Call Transcription |
Aircall is integrating AI Call Transcription into the Pipedrive integration. For any users with the Aircall AI Package enabled, call transcriptions will be added to Pipedrive call records. |
Aircall-Pipedrive - Call Transcription |
21-October-2024
Feature Area |
Description |
More Information |
| Conference functionality | Conference calling is now available to iOS users | How to Initiate a Conference Call |
| New Webhook Events for Call Summary and Key Topics | Aircall has added 2 new events for AI Entities i.e. Call summary and Key Topics | Conversation Intelligence events |
14-October-2024
Feature Area |
Description |
More Information |
| MMS in Australia | MMS is now available for AU mobile lines. | - |
| Beta launch of SMS in Hubspot workflows | Configure the Aircall Send SMS action to automatically send SMS messages directly from HubSpot workflows, making it easier to engage with your customers based on specific triggers and criteria. This feature is available to all users and offers seamless integration with Aircall for streamlined communication. | Send SMS from HubSpot workflows with Aircall numbers (Beta) |
| Gorgias V2 |
Missed Call Tagging Never miss tracking a missed call! Aircall has added automatic “Missed Call” tags to tickets when a call is missed, so you can easily keep track of follow-ups. Public Messages in Tickets Aircall has switched from internal notes to public messages. This change ensures that tickets are properly updated and sorted by the most recent message, helping them reappear in your queue when they need attention. This way, nothing slips through the cracks, and your workflow stays efficient! Voicemail and Call Recording Uploads All voicemails and call recordings will now be uploaded directly to Gorgias. You’ll be able to access these files directly from the ticket, keeping all essential information in one place. SMS and MMS Logging Aircall is making it easier to keep track of customer communications. SMS and MMS messages—both sent and received—will now automatically create or update tickets in Gorgias. Whether it’s an inbound or outbound message, all SMS communications will be logged, and any attachments from MMS messages will be included, ensuring a complete conversation history. |