---
title: "Assistants who work in Aircall"
description: "An Aircall virtual assistant works your queues, picks up overflow calls, tags conversations and keeps contact records tidy. Read about setting one up."
url: https://assistbpo.com/software/aircall/
updated: 2026-09-20
publisher: AssistBPO (SS Support Network LLC)
language: en-US
---

# Assistants who work in Aircall

AssistBPO's Aircall virtual assistant takes a seat in your own Aircall workspace. Answering queues in your company name, tagging and noting every call, assigning follow-ups, returning voicemails and callback requests, warm-transferring to your team and keeping IVR menus and business hours right.

- Business phone system
- Your account, your data

[Get a staffing plan](https://assistbpo.com/get-a-staffing-plan/) [Book a 20-minute call](https://assistbpo.com/book-a-call/) One named agent, a trained backup and a team lead who scores calls monthly on the QA scorecard.

In short

- Queues answered from your Aircall seat with every call tagged and noted
- Voicemails and callback requests returned inside your window
- Calls logged in Zendesk, HubSpot or Gorgias with the recording attached

Aircall

Business phone system by Aircall SAS · US, UK, CA, AU

Aircall is a product of Aircall SAS. The name and mark identify the software we work in; AssistBPO claims no partner, reseller or certification status unless held.

Updated September 2026 · Reviewed by [Issabela Masters](https://assistbpo.com/team/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

- Aircall and [Zendesk](https://assistbpo.com/software/zendesk/)
Creates a ticket for every call with the recording and note attached and updates open tickets when a customer calls back.
- Aircall and [HubSpot](https://assistbpo.com/software/hubspot/)
Logs calls on the contact timeline with outcome and next step and creates tasks for the deal owner.
- Aircall and [Gorgias](https://assistbpo.com/software/gorgias/)
Turns e-commerce support calls into Gorgias tickets with order context so refunds and reships are actioned in one place.
- Aircall and [Intercom](https://assistbpo.com/software/intercom/)
Attaches call notes to the Intercom conversation so chat and phone history read as one thread.
- Aircall and [Slack](https://assistbpo.com/software/slack/)
Posts urgent callbacks and escalations to your support channel with the Aircall link and a one-line summary.
- Aircall and [Pipedrive](https://assistbpo.com/software/pipedrive/)
Records outbound calls and dispositions on the deal and schedules the next activity.

## Which Aircall admin tasks can you delegate?

- Answer queue calls in your company name during your hours
- Tag and note every call using your taxonomy
- Assign follow-up calls to the right teammate as to-dos
- Return voicemails and callback requests within your window
- Warm-transfer callers with an introduction and reason
- Send SMS follow-ups with consent when a caller cannot be reached
- Run approved outbound lists through the power dialer
- Test IVR menus and business hours monthly from an outside line
- Add and remove users and team members under your admin
- Check integration sync so calls land on the right ticket or contact
- Review AI summaries for accuracy before logging
- Pull weekly missed call, wait time and service level reports

## Roles that work in Aircall

Customer support
### Customer support agent

Dedicated support agent - Clear written English that explains without condescending
- Product curiosity: learns features, limits and workarounds quickly
- Structured troubleshooting and clean bug reports

Works in Hire a remote customer support agent

[Customer support agent](https://assistbpo.com/roles/customer-support-agent/)

Customer support
### Help desk technician

Dedicated technician - Windows, macOS and mobile device troubleshooting at level 1
- Microsoft 365 and Google Workspace admin console basics: users, groups, licenses, MFA
- Ticket hygiene: clear subjects, reproduction steps, categories and priorities

Works in Hire a remote help desk technician

[Help desk technician](https://assistbpo.com/roles/help-desk-technician/)

## Services delivered in Aircall

- [Customer support outsourcing](https://assistbpo.com/services/customer-support-outsourcing/)
- [Phone answering service for small business](https://assistbpo.com/services/phone-answering/)
- [Outsourced help desk for small business](https://assistbpo.com/services/help-desk/)
- [Ecommerce customer service outsourcing](https://assistbpo.com/services/ecommerce-customer-service/)

## Other business phone system tools we work in

- [Comcast Business VoiceEdge](https://assistbpo.com/software/comcast-business-voiceedge/)
- [Dialpad](https://assistbpo.com/software/dialpad/)
- [GoTo Connect](https://assistbpo.com/software/goto-connect/)
- [Grasshopper](https://assistbpo.com/software/grasshopper/)
- [Nextiva](https://assistbpo.com/software/nextiva/)
- [Ooma Office](https://assistbpo.com/software/ooma/)
- [All tools](https://assistbpo.com/software/)

## Frequently asked questions

### What does an Aircall virtual assistant do in a typical shift?

They open the Aircall app on your seat, set themselves available in the assigned queues and start with the Activity feed: overnight voicemails and callback requests returned in order. Every inbound call is answered in your company name, resolved or warm-transferred, tagged, noted and assigned if someone else owns the follow-up. Calls land in Zendesk, HubSpot or Gorgias through your integration with the recording attached. Approved outbound lists are worked between inbound calls. The shift ends with the callback list empty and an end-of-day report of calls, outcomes and items waiting on you.

### Do you have Aircall certified assistants?

Aircall does not run a certification for agents, and we do not claim one. Our support and phone staff train on Aircall before joining a client workspace: the app, availability, queues, tags and notes, assignment, transfers, whispering, recording rules, the power dialer and the CRM and help desk integrations, followed by supervised calls scored by a team lead. AssistBPO holds no Aircall partner, reseller or affiliate status. The product name on this page identifies the phone system you already use; your numbers and recordings stay in your account.

### How much does an Aircall virtual assistant cost?

Plans depend on hours, desks and coverage. Get a staffing plan within 1 business day. Support phone coverage is priced per person for a block of monthly hours on the Customer support or Front desk & phones desk, in your time zone, not per call or per minute. Teams with low call volume often combine the Aircall seat with ticket work in the same help desk so one person covers phone and email. You provide the Aircall user license; we add no markup and resell nothing.

### How do we give the assistant a seat in Aircall?

You add the assistant as a user in your Aircall workspace, assign them to the numbers, teams and queues they should answer and leave admin settings such as IVR, recording and billing with your admin. They sign in from a managed device with multi-factor authentication under their own login, so every call, tag and note carries their name in the Activity feed and in your CRM. Our staff are employed, background-checked and under NDA. Deactivate the user and the seat goes quiet immediately with nothing else changed.

### How is call recording and consent handled?

Recording follows the rule your admin set per number, and the assistant states the notice each country requires before the call proceeds: two-party consent wording as the default in the US, and a clear statement in the UK, Canada and Australia. Card numbers are never spoken onto a recorded line; the assistant pauses recording or sends the customer to your payment portal. Recordings and AI summaries stay in your Aircall account under your retention settings. The team lead reviews a monthly sample for the QA scorecard, and you can listen to any call yourself.

### We run e-commerce support. Can the assistant handle calls and tickets together?

Yes, that is the common setup for Aircall with Gorgias or Zendesk. The assistant answers order calls in your store's name, looks up the order in the help desk sidebar, actions the refund, reship or address change in your store platform and logs the call on the ticket with the recording. Between calls they work the email and chat queue from the same desk, so the customer who called and then emailed gets one answer, not two. Calls and tickets are scored together on the QA scorecard, and peak season cover is added as extra hours, not a new contract.

Next step

## Your desk, staffed. Wherever you are.

Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.

[Get a staffing plan](https://assistbpo.com/get-a-staffing-plan/) [Book a 20-minute call](https://assistbpo.com/book-a-call/) Or call [+1-657-777-0006](tel:+16577770006) during US, UK or Australian business hours, or [hear our demo receptionist](https://assistbpo.com/demo-line/).

- A named assistant proposed within 72 hours
- Employed, screened and managed staff, never freelancers
- Your hours, your tools, your data

---

Source: https://assistbpo.com/software/aircall/ · Contact: https://assistbpo.com/contact/ · Full site map for agents: https://assistbpo.com/llms.txt