Using Swiftner with Aircall

Once Aircall is connected, Swiftner works on two timelines: it coaches the rep while the call is happening, and it analyses the call once it ends. This guide covers both, and the settings that decide how much of each you get.

If you have not connected Aircall yet, start with Connect Aircall.

What a coached call looks like

A rep works at phone.aircall.io in Chrome. Before dialing they open the Swiftner extension, pick their workspace, and press Start assistant.

From that point Swiftner is listening to the call and coaching against the workspace playbook. The rep sees guidance in the extension while they talk, rather than reading feedback hours later.

The extension is what captures audio for real-time coaching. Without it running, the call is not coached live. It can still be analysed afterwards if Process call recordings is on, but nobody gets help in the moment.

Workspaces decide the playbook

The Aircall team a call comes from determines its Swiftner workspace, and the workspace determines how the call is coached: its checklists, its product information, and its coaching framework.

That mapping is what makes coaching specific rather than generic. A rep calling about one product is coached against that product's talking points, not a company-wide average.

Two consequences worth knowing:

• A call from an unmapped Aircall team is skipped rather than coached against a default. Coaching against the wrong playbook is worse than no coaching.
• An unmapped agent has no Swiftner user attached, so their calls arrive with nobody to coach. The call still lands in Aircall as normal.

Both are fixed on the Teams and Users tabs of the integration.

During the call

Live coaching is the part that needs a Live seat and the Chrome extension. While the rep talks, Swiftner follows the conversation against the workspace's checklist and product information, and surfaces guidance in the moment.

This is aimed at situations where the help has to arrive before the call ends: newer reps, unfamiliar products, or a script that people drift away from.

After the call

When the call ends, Swiftner produces a coaching report: what went well, what to improve, and how the conversation tracked against the checklist.

Some of that can be written back onto the Aircall call itself, so the record lives where your team already looks. Under Behavior on the Settings tab you choose what gets posted:

• Summary: a short account of what the call covered.
• Link to the full report: opens the detailed version in Swiftner.
• Coaching feedback: the improvement notes.
• Interest verdict: how interested the prospect appeared.

Each one toggles separately, so you can post a summary and keep coaching notes in Swiftner, or post nothing at all.

Settings that shape the results

Three settings do most of the work.

Call write-back decides what Swiftner posts back onto the Aircall call, as described above.

Minimum talk time filters out calls too short to be worth coaching. Calls below the threshold are not coached and not written back. The default is 60 seconds, which removes wrong numbers and immediate hang-ups.

Process call recordings tells Swiftner to fetch the recording from Aircall and transcribe it. This is what rescues calls the extension missed: no live coaching happened, but the call still gets analysed and still produces a report.

Following progress over time

Individual reports help one rep after one call. The wider value shows up in aggregate: trends per rep and per team, which parts of the checklist get missed, and whether coaching is changing anything.

That view lives in Swiftner rather than in Aircall, and it draws on every call that was coached or analysed. The more consistently the extension is used, the more complete the picture.

Getting the most out of it

• Have reps start the assistant before dialing, not after. Coaching begins when the assistant does.
• Keep team mappings current. A new Aircall team with no mapping means silently skipped calls.
• Turn on Process call recordings if extension use is inconsistent. It will not coach anyone live, but it stops calls disappearing from your reporting.
• Revisit the workspace checklists as your product changes. The coaching is only as good as the playbook behind it.

Related

• Connect Aircall: first-time setup.
• Webhooks & API: push call data into Swiftner or receive events when a report is ready.