Live Prompts work alongside Live Transcription to provide real-time, contextual guidance to agents during calls. This guide explains the setup process, including prerequisites, creating and assigning prompts, and tips for effective prompt content.

Prerequisites

Before using Live Prompts, make sure the following requirements are met:

  • An Admin user with an AI Assist Pro license is available to configure Live Transcription and prompts.

  • Live Transcription is enabled on the phone numbers where Live Prompts will be used.

  • Agents using the feature are assigned Pro licenses.

Creating Live Prompts

Access the Live Prompts manager

  1. Go to Aircall Dashboard > Numbers.

  2. Click on a number from the list.

  3. Navigate to the Settings tab.

  4. In the Live Assist section, find the Live prompts dropdown.

  5. Click Configure Live Prompts to open the Live Prompts manager.

Image showing where to find: configure live prompts

Choose a prompt category and create

Steps:

  1. Click on a category button: Objection, Competitor, FAQ, or Other.

  2. Alternatively, click the Create Prompt dropdown and choose a category.

  3. The prompt creation form will open.

image showing prompt creation window

Configure prompt details

The required fields vary based on the selected category.

For Objection prompts:

  • Title: A clear name for the prompt.

  • Objection field: Enter a trigger phrase (for example, "We don't have the right budget"). This helps AI recognize related language in real time.

  • Prompt message: The message agents will see.

  • Link more information (optional): Add supporting resources if needed.

  • Keywords (optional): List related words, separated by commas.

  • Language: Choose the prompt language.

For Competitor, FAQ, or Other prompts:

Each follows a similar structure, adapted to the type of guidance:

  • Competitor: Triggers based on competitor mentions.

  • FAQ: Designed for common questions and prewritten answers.

  • Other: Flexible use for general call assistance.

Click Save to create your prompt.

Image showing prompt creation configuration

Assigning prompts to phone numbers

Important: Creating a prompt does not automatically activate it. You must assign prompts to each phone number individually.

Steps:

  1. Go to Aircall Dashboard > Numbers.

  2. Select the desired number

  3. Go to the Settings tab.

  4. In the Live Assist section, confirm Real time transcription is enabled.

  5. Under Assign prompts, choose the prompts you want to activate for this number.

  6. Repeat this process for each phone number that requires prompts.

Image showing where to assign prompts
Note: You can assign different prompt sets to different numbers depending on their function (for example, sales vs support).

Prompt content best practices

Effective trigger keywords

  • Use real terms customers are likely to say.

  • Include synonyms and phrasing variations.

  • Add competitor names for relevant prompts.

Good prompt messaging

  • Keep responses concise: 2–3 sentences max.

  • Focus on talking points, not word-for-word scripts.

  • Include relevant data or proof points.

  • Suggest next steps or follow-up questions.

Example: Objection prompt

  • Category: Objections

  • Keywords: expensive, costly, budget, too much

  • Prompt message:
    "Emphasize ROI: Our customers typically see 3x return within 6 months. Ask about their current costs for comparison. Offer to schedule a ROI analysis call."

This setup provides agents with quick, contextual guidance to respond effectively in the moment.