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Sales Playbooks

⚠️ Please note this functionality is currently in Beta

The Playbook feature is part of Aircall's AI add-ons offer, and it provides sales reps with a structured, real-time conversation guide during calls. Built on proven sales methodologies, it helps reps stay on track with predefined key talking points, strategic questions, and AI-driven suggestions based on the live conversation. AI dynamically captures notes throughout the call, generating a structured summary that can be seamlessly logged into external systems. This enables managers to identify business opportunities, track team performance, and provide targeted coaching. Powered by live transcription, this feature ensures every conversation is optimized for success.

Access

  • Aircall Customers with AI add-on or AI add-on trial who signed up for the AI Beta Program.
  • Customers must have Aircall numbers that are eligible for the AI add-on. 
  • This feature is only available on Aircall Workspace and is meant for agents using the Workspace. Admins can configure the feature in the Aircall Dashboard.

How to Configure

To configure the playbook feature, follow these steps:

  1. Navigate to the Numbers tab in Aircall Dashboard
  2. Select the Aircall number for calls where you want to activate the Playbook feature
  3. Go to Settings and ensure Call Recordings and Transcriptions sections are ON and configured
  4. In Settings, go to Live Assistant Beta and enable Real time transcription
  5. Select the desired Playbook from the list of available options.

    • Playbooks are available in EN and FR for Aircall numbers with an AI add-on for EN and FR

Current Limitations when Configuring

  • The only available languages are EN and FR; it will work only for calls in these languages. DE and ES are coming up soon.
  • Playbooks are not currently customizable. Send us your playbook template so that we can add the customization feature.

Agent View

  • Agents can access and utilize Playbooks through Aircall Workspace
  • When a call rings on an Aircall line with the Playbook feature enabled, the Live Assist blue icon will appear on the call bar and left navigation
  • Agents can click on this icon to see the Playbook page

Click on the Live Assist blue button to open the Live Assist panel:

Click on Live Assist blue button to open the Live Assist panel.

  • Agents can follow the guided steps, and AI follow-up questions:
    • The AI Assist will listen to the conversation and highlight each section of the playbook as in “progress” or “complete” as the call unfolds
    • The AI follow-up questions are based on the conversation and are optional. Their goal is to ensure the agent asks for all the relevant information related to a section
  • Agent controls during the call: 
    • The agent can switch between the playbook guide, the dynamic summary, and the transcript. A recap of what has been discussed, particularly toward the end of the call, can be helpful
    • The agent can expand/collapse the playbook guide sections
    • The agent can exit the “Live assist” view at any time, and the summary will still be generated in the background

The selected Playbook dynamically follows the conversation and suggests AI questions:

  • Agent controls after the call: 
    • The agent can edit the summary, and copy-paste it
    • The agent can read the summary in the AI Insights Panel and also in the Call Details in Inbox/Conversation

 After the call ends, the complete playbook summary is generated:

Playbook summary available in the AI Insights and Call detail view for agents in Aircall Workspace:

Current Limitations in Agent View

  • The update in the CRM feature is not yet released; it is coming soon.

Future Iterations

This feature is in Beta, and we are collecting feedback for future iterations. These may include:

  • Open the playbook feature for DE and ES languages, coming soon
  • Improve UX based on user feedback, for example, improved visibility for the blue AI Assist icon
  • Update playbook summary in Salesforce and Public API, coming soon
  • Create your own custom playbook with custom fields to be updated in CRM

How to test and send feedback

  • Admins enable the feature on one or more lines
  • Agents can test it when making and receiving calls on those lines
  • Send us an email at ai.assist@aircall.io if you find bugs and/or have feedback for improvements

 

Available Playbooks Templates

SPICED Sales Framework - Structured Guide

1. Situation

Goal: Identify and understand the customer’s current environment, including key facts, circumstances, and background details.

Key Questions: 

    • Can you describe your current situation and any relevant context
    • What challenges or pain points are you facing
    • Who will be using the solution you are looking for? 

Short Summary: Understand the prospect's current environment.

2. Pain

Goal: Discover the customer's challenges and frustrations at the company, team, or individual level that led them to seek a solution.

Key Questions: 

    • What are the main issues you are experiencing
    • How are you handling these issues today?

Short Summary: Identify the problems they are facing.

3. Impact

Goal: Assess how the product/service can impact the prospect’s business objectives or personal goals.

Key Questions: 

    • What are the consequences of not solving these issues
    • How do these issues affect your company's bottom line and operations? 

Short Summary: Determine how those problems affect their business.

4. Compelling Event

Goal: Identify the timeframe within which they need a solution and the consequences of missing that deadline.

Key Questions: 

    • Is there a specific timeframe by which you need these issues solved?
    • What happens if you don’t meet that timeframe
    • What is the priority level of addressing these issues? 

Short Summary: Define the urgency or deadline for solving the problem.

5. Decision Makers, Process, and Criteria

Goal: Identify key stakeholders involved in the decision, their evaluation criteria, and the buying process.

Key Questions: 

    • Can you walk me through your purchasing process for solutions like this
    • Who are the key stakeholders involved in the purchasing decision
    • Do you have any concerns I can help address to make this decision easier? 

Short Summary: Learn about their decision-making process.

 

 

PACTT Sales Qualification Framework - Structured Guide

1. Pain

Goal: Identify the problem that needs to be solved.

Key Questions: 

    • What are the main challenges or pain points your organization is facing right now
    • How are you handling these issues today? 

Short Summary: Understand the prospect's key pain points and current solutions.

2. Authority

Goal: Confirm whether the prospect has decision-making power.

Key Questions: 

    • Can you walk me through your purchasing process for solutions like this
    • Who are the key stakeholders involved in the purchasing decision? 

Short Summary: Identify decision-makers and the approval process.

3. Consequences

Goal: Determine the impact of solving (or not solving) the problem.

Key Questions: 

    • What are the consequences of not solving the pain points
    • How do these issues affect your company's bottom line and operations

Short Summary: Assess the business impact of addressing or ignoring the issue.

4. Target Profile

Goal: Ensure the prospect fits your ideal customer profile (ICP).

Key Questions: 

    • Can you provide more details about your company's size, industry, and structure
    • What are you looking to achieve with a solution like ours
    • How does your company typically evaluate and implement a solution like ours? 

Short Summary: Confirm if the prospect aligns with your ideal customer profile.

5. Timing

Goal: Assess whether the timing is right for the deal.

Key Questions: 

    • What is your desired timeline for implementing this solution
    • Are there any deadlines or milestones we should be aware of
    • What happens if you don’t meet that timeframe?

Short Summary: Define urgency and timing for decision-making.

 

BANT Sales Qualification Framework - Structured Guide

1. Budget

Goal: Identify how much the customer is willing and able to spend on a solution like yours.

Key Questions: 

    • What is your allocated budget for this project or solution
    • Have you considered any financial constraints
    • Are you open to discussing different pricing options? 

Short Summary: Determine the financial feasibility of the deal.

2. Authority

Goal: Identify the decision-maker responsible for the purchase.

Key Questions: 

    • Who are the key decision-makers involved in this purchase
    • What is your role in the decision-making process
    • What’s the typical approval process for purchases like this? 

Short Summary: Understand who makes the final purchasing decision and the approval process.

3. Need

Goal: Determine if the customer has a problem that your solution can address.

Key Questions: 

    • What are the main challenges or pain points your organization is facing right now?
    • What specific outcomes are you looking to achieve? 
    • How does our solution align with your needs and objectives

Short Summary: Identify whether there is a strong need for your solution.

4. Timeline

Goal: Identify whether the customer has a defined timeframe for purchasing and implementing the solution.

Key Questions: 

    • What is your desired timeline for implementing this solution
    • Are there any deadlines or milestones we should be aware of

Short Summary: Assess the urgency and timeline for decision-making.

 

MEDDIC Sales Qualification Framework - Structured Guide

1. Metrics

Goal: Discover the quantifiable goals the buyer wants to achieve with your solution.

Key Questions: 

    • How will you measure the success of our solution
    • What specific outcomes are you looking to achieve

Short Summary: Identify the measurable benefits the prospect expects.

2. Economic Buyer

Goal: Identify the person who has the final say on the purchase and controls the budget.

Key Questions: 

    • Who holds the budget and would sign off on this purchase
    • Have you discussed the investment required with the economic buyer

Short Summary: Determine who has the ultimate authority over the purchase decision.

3. Decision Criteria

Goal: Understand the factors the prospect will use to evaluate and compare solutions.

Key Questions: 

    • What are the key criteria you'll use to evaluate potential solutions
    • How does our solution stack up against your criteria? 

Short Summary: Identify how the prospect assesses and selects vendors.

4. Decision Process

Goal: Understand the internal steps the prospect follows to approve and finalize a purchase.

Key Questions: 

    • What is the process in your company for approving this purchase
    • Are there any steps we should be aware of to help support your decision? 

Short Summary: Learn about the internal decision-making workflow.

5. Identify Pain

Goal: Discover the core business problems your solution should solve and their impact.

Key Questions: 

    • What are the most pressing issues or pain points that our solution can address
    • How have these pain points impacted your organization so far? 

Short Summary: Uncover the challenges that drive the need for your solution.

6. Champion

Goal: Identify internal advocates who have influence and can help drive adoption of your solution.

Key Questions: 

    • Who within your organization is a strong advocate for our solution
    • How can we work together to build support for our solution
    • What are some objections you think we’ll face? 

Short Summary: Find internal supporters who can help push for the solution within their company.

Ana