· Reviewed by Issabela Masters
Why do Aircall users need a virtual assistant?
Aircall is chosen by support and sales teams that already live in Zendesk, HubSpot, Gorgias or Intercom and want calls to land in the same place as tickets and deals. That works when someone is in the queue. When the team is small, the missed call rate climbs during lunch, after 5pm and every time two people are on calls at once; callback requests age; the Activity feed fills with calls nobody tagged, so the analytics say nothing. An assistant fixes the human part. They sit in your queues from the Aircall app in your hours, answer in your name, tag every call with your taxonomy, write the note, assign the follow-up to the right teammate, return voicemails and callbacks, and keep the IVR and hours accurate. Your numbers, your recordings, your integrations; a person who treats the queue as their job.
What can a virtual assistant do inside Aircall?
- Queues and Smartflows
- Answers as an available agent in the queues and teams you assign, follows the routing your Smartflows define, handles overflow the way your admin set it and clears callback requests in order.
- Call tags, notes and assignment
- Applies your tag taxonomy on every call, writes a note that the next person can act on and assigns the call as a to-do to the teammate who owns the follow-up.
- IVR and business hours
- Documents the IVR tree, keeps greetings, menu options, business hours and holiday closures correct, tests them from an outside line and proposes changes in writing for your admin to apply.
- Warm transfers and call whispering
- Introduces the caller and the reason before completing a transfer, and takes guidance through call whispering from a team lead on complex calls without the caller hearing.
- Call recording and AI summaries
- Works with the recording rules your admin set, states the notice each country and US two-party consent state requires, pauses recording for card details and reviews AI summaries before logging them.
- Voicemail and missed calls
- Works the Activity feed each morning, returns voicemails and missed calls within your callback window and sends an SMS follow-up with lawful consent and do-not-call scrubbing when the caller cannot be reached.
- Power dialer and click-to-dial
- Runs approved outbound lists through the power dialer with lawful consent and do-not-call scrubbing, records dispositions in your CRM and books meetings while the prospect is on the line.
- Analytics
- Pulls missed call rate, average wait time, service level and calls by tag weekly, adds a short note on what moved and flags the hours where the queue is understaffed.
Integrations we handle
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Aircall and Zendesk
Creates a ticket for every call with the recording and note attached and updates open tickets when a customer calls back.
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Aircall and HubSpot
Logs calls on the contact timeline with outcome and next step and creates tasks for the deal owner.
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Aircall and Gorgias
Turns e-commerce support calls into Gorgias tickets with order context so refunds and reships are actioned in one place.
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Aircall and Intercom
Attaches call notes to the Intercom conversation so chat and phone history read as one thread.
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Aircall and Slack
Posts urgent callbacks and escalations to your support channel with the Aircall link and a one-line summary.
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Aircall and Pipedrive
Records outbound calls and dispositions on the deal and schedules the next activity.
