Aircall's Playbook feature provides sales representatives with a structured, real-time conversation guide powered by AI Assist Pro. Based on proven sales methodologies, Playbooks help agents stay on track during live calls with pre-set key talking points, strategic questions, and AI-driven prompts. As the call unfolds, AI captures notes and generates a structured summary, making it easier to review key information and share insights after the call. This empowers managers to spot opportunities, track performance, and deliver targeted coaching.
Playbooks rely on Live Transcription and are available to agents using Aircall Workspace.
Access requirements
To access and use Playbooks, the following are required:
- An AI Assist Pro license or AI add-on trial
- Enrollment in the AI Beta Program
- An Aircall number eligible for the AI add-on
- Use of Aircall Workspace (only agents using Workspace can see Playbooks)
- Admin configuration in the Aircall Dashboard
Note: Playbooks are currently available in English (EN), French (FR), German (DE), Portuguese (PT), Italian (IT) and Spanish (ES). Only calls conducted in these languages will be supported.
How to configure Playbooks (admins)
Steps:
- Go to Aircall Dashboard > Numbers.
- Select the Aircall number for which you want to enable Playbooks.
- In Settings, ensure that Call Recordings and Transcriptions are turned ON and properly configured.
- Scroll to Live Assistant Beta and enable Real-time transcription.
- Choose the desired Playbook from the available options.
Allow agents to switch Playbooks during a call (admins)
Admins can allow agents to change the active Playbook during a live call. This setting is configured at the line level.
Steps:
- Go to Aircall Dashboard > Numbers
- Select the number and go to the Settings tab and navigate to the Live Assist section.
- Turn ON Allow playbook switch.
Note: The Playbook dropdown shown to agents is automatically filtered to match the line’s default language.
Agent experience during a call
Agents can access and interact with Playbooks in Aircall Workspace when handling calls on a line with the feature enabled.
Steps:
- When a call comes in, a blue Live Assist icon appears on the call bar and left navigation menu.
- Click the icon to open the Live Assist panel.
- Follow the structured Playbook steps and use AI-suggested follow-up questions:
- As the conversation progresses, each Playbook section is marked as in progress or complete.
- AI follow-up questions are optional and designed to help agents gather complete information.
Switch Playbooks during a live call
On lines where switching is enabled, agents can change the active Playbook at any time during the call. Agents can also select No Playbook for calls that do not require guidance or a structured summary.
Switch from Live Assist:
- Open Live Assist during an active call.
- Use the Playbook dropdown to:
- Keep the default Playbook
- Select a different Playbook better suited to the current topic or stage
- Select No Playbook
- Continue the conversation while the system updates.
What happens when you change the Playbook
When an agent switches Playbooks during a call, the system:
- Regenerates the summary based on the newly selected Playbook
- Uses the entire call context so far, not only what happens after the switch
- Displays an updating indicator while the summary refreshes
Important: The final summary after the call is generated using the last Playbook selected before hang-up.
If the last selection is No Playbook, no Playbook summary is generated
Agent controls during the call
Agents can:
Switch between Playbook guide, Dynamic summary and Transcript
Expand or collapse Playbook sections
Exit the Live Assist view at any time (the summary will still be generated)
Important: The AI dynamically adjusts the Playbook in real time based on the conversation flow.
Agent experience after the call
Once the call ends, the system generates a complete Playbook summary.
The summary is available in:
The AI Insights panel
The Call details view in Inbox / Conversation
Agents can:
Review and edit the summary
Copy and paste the summary for use elsewhere
Available Playbook templates
Aircall offers several structured templates aligned with leading sales qualification frameworks.
SPICED Sales Framework
| Section | Goal | Sample questions | Summary |
|---|---|---|---|
| Situation | Understand the customer’s current environment | - Can you describe your current situation? - What challenges are you facing? - Who will use the solution? | Understand context |
| Pain | Discover key frustrations | - What are the main issues? - How are you handling these today? | Identify problems |
| Impact | Assess business effect | - What are the consequences of not solving this? - How do these issues affect your bottom line? | Determine impact |
| Compelling Event | Identify urgency | - Do you have a deadline? - What happens if you miss it? | Define urgency |
| Decision Makers, Process, and Criteria | Understand decision process | - Who are the stakeholders? - What’s your buying process? | Learn approval process |
PACTT Sales Framework
| Section | Goal | Sample questions | Summary |
|---|---|---|---|
| Pain | Identify problems | - What challenges are you facing? - How are you handling them today? | Understand key issues |
| Authority | Confirm decision-makers | - Who is involved in the purchase? - What is the approval process? | Identify stakeholders |
| Consequences | Understand impact | - What happens if problems are not solved? - How is your business affected? | Assess impact |
| Target Profile | Fit with ICP | - What’s your company profile? - What are your objectives? | Confirm customer fit |
| Timing | Evaluate readiness | - What’s your timeline? - Are there deadlines? | Define urgency |
BANT Sales Framework
| Section | Goal | Sample questions | Summary |
|---|---|---|---|
| Budget | Understand financial constraints | - What is your allocated budget? - Are you open to pricing options? | Determine feasibility |
| Authority | Identify decision-makers | - Who makes the final decision? - What’s your role? | Understand purchasing process |
| Need | Determine solution fit | - What are your challenges? - What outcomes do you expect? | Validate need |
| Timeline | Gauge urgency | - When do you plan to implement? - Are there critical milestones? | Assess timing |
MEDDIC Sales Framework
| Section | Goal | Sample questions | Summary |
|---|---|---|---|
| Metrics | Define success metrics | - How will success be measured? - What results do you expect? | Identify quantifiable goals |
| Economic Buyer | Find budget owner | - Who controls the budget? - Has the investment been discussed? | Determine authority |
| Decision Criteria | Understand selection process | - What criteria are important? - How do we compare? | Learn evaluation benchmarks |
| Decision Process | Outline steps to purchase | - What’s your approval process? - How can we support it? | Map decision flow |
| Identify Pain | Discover core issues | - What are your biggest challenges? - What’s the impact so far? | Highlight key pain points |
| Champion | Identify internal advocates | - Who supports our solution? - What objections might arise? | Find internal influencers |
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