What Are Action Items?
Action Items are key tasks Aircall’s AI Assist identifies after a customer call. These tasks often require follow-up by the sales agent or support team and are surfaced automatically based on conversation analysis.
Whether it’s scheduling a meeting, sending a recap email, or escalating an issue, Aircall's AI helps your team stay on track and take action efficiently.
How does it work?
After a call ends, Aircall's AI analyzes the conversation and highlights any follow-up tasks. These are shown in the AI insights panel and Call Details within the Agent Workspace and the Conversation Center on the Conversation page.
Agents can also create their own manual action items.
Examples:
- “Schedule a demo on Monday at 3 PM.”
- “Send a recap email to the customer.”
- “Create a support ticket and escalate.”
If no tasks are required, you’ll see “No action items.”
Agent Experience
- View action items when reviewing past calls.
- Edit, add, or delete action items.
- All changes are logged with the editor’s name.
Manager Experience
- See on the Conversation Page in Conversation Center, which calls have action items to understand the post-call workflow.
Who Is It For?
This feature is especially helpful for:
- Sales Teams: Account Executives (AEs) handling post-sales conversations.
- Support Teams: For calls involving escalations.
Why Use It?
- Stay Organized: Make follow-ups clear and trackable.
- Save Time: Automate next steps, reducing manual work.
- Boost Productivity: Let agents focus on what matters—customer relationships.
- Improve Coaching: Managers get clear visibility into team follow-ups.
Access
- Requires: AI Assist add-on
- Applies to: All languages (excluding voicemails)
- Where you’ll see it: Aircall Workspace, Conversation Center (Conversation Page)
- Triggered when: Call has a transcript, for calls > 1 minute
Interoperability
Action items are available via the Aircall Public API:
Documentation: