Aircall Workspace gives teams an easy way to review customer conversations, listen to call recordings and voicemails, and quickly understand key details using AI insights. This article explains who can access each type of information and how to find and use these features in Workspace.

Important: Before enabling Call Recording, confirm that call recording is legal in your region. If required, add a disclosure to your Welcome Message or call greeting.

For information on how to access and download call recordings and voicemails via de Aircall Dashboard, please refer to our articles: 

Call recordings in Aircall Workspace

Who can access call recordings

Access to call recordings depends on role and participation.

Admins and Supervisors:

  • Can access all call recordings and voicemails for numbers they manage.
  • Can access recordings through Aircall Workspace and through the Aircall Dashboard (Call History, Conversation Center, Live Monitoring, and exports).

Agents:

  • Can access call recordings only for calls they participated in. This includes calls they answered, handled, transferred, received by transfer, or joined via conference.
  • The agent has been assigned to that specific number.

Where Call Recordings are stored

When Call Recording is enabled on a number, Aircall can record inbound and outbound calls for quality, training, or compliance.

  • Recordings are assigned to the Aircall number the call was made from or received on.
  • Internal calls are not recorded.
  • Calls that do not meet technical requirements are not saved. See Technical limits for recordings below.
Important: If an agent places a call on hold, the call recording will continue to record the agent's voice.

Listen to a call recording in Workspace

Steps:

  1. Open the Aircall Workspace desktop, web, or mobile app.
  2. Go to the Calls or Conversation tab.
  3. Select the call you want to review and choose Show call details (top-right icon in the conversation tab).
Image showing how to access call details
  1. Use the player in the call details panel to play, pause, or seek within the recording.
Note: A recording is available only if Call Recording was enabled on that number at the time of the call.

Copy a link to a call recording from Workspace

You can share a recording with someone who has permission to access it.

Steps:

  1. In the call details panel, locate the recording.
  2. Select the Share the audio icon to copy the URL.
Image showing where the share the audio button is under call details.
  1. Paste the URL into a browser or send it to a teammate who has access rights.
  2. When opening the link:
    • Log in with your Aircall credentials.
    • If you cannot access the link, clear your browser cache and cookies, restart your browser, and try again. For instructions, please visit our article Google Chrome: Clearing Cache & Cookies.

After logging in, the recording can be played directly in the browser.

For more information, please visit our article Activating call recording in Aircall.

Retention and historical access

  • Recordings from the last 6 months are available in the Aircall Dashboard or through a data export.
  • For recordings older than 6 months:
    • Contact Aircall Support to request historical call data or recording links.
    • Support can provide links when available but cannot download recordings for you.
Note: Recordings can also be accessed through Aircall’s API, according to your configuration and permissions.

Technical limits for recordings

Recordings are not saved when they do not meet Aircall’s minimum criteria. 

  • Longer than 4 hours
  • Shorter than 5 seconds
  • Fewer than 2 participants
  • All internal calls
  • When saved, recordings are always assigned to the Aircall number used for the call

To learn more about recording rules, please see our article Activating call recording in Aircall.

Use voicemails in Aircall Workspace

Who can access voicemails

  • Admins and Supervisors can access all voicemails for numbers they manage.
  • Agents can access voicemails for shared lines according to number assignments and Dashboard permissions.

Listen to voicemails in Workspace

Steps:

  1. Open the Aircall Workspace app.
  2. If you received a voicemail, you will be able to see and access it when browsing through Conversations in the left-side menu 
  3. Open the conversation that contains the voicemail.
Image showing how the voicemail looks like in the Conversations section

  1. Select See more.

    Image showing where the see more button is

  2. Play the voicemail using the player at the top of the extended call window.

    Image showing where the recording is

For more information, please visit our article Configuring Numbers: Voicemail, Music, and Messages.

AI insights in Aircall Workspace

Who can access AI insights

  • All agents assigned to the same line can view AI insights for calls on that line.
  • Admins and Supervisors can also access insights based on their standard Dashboard permissions.
Tip: AI insights let teammates quickly understand a conversation and next steps without needing to listen to the full recording.

Where to find AI insights

You can find AI insights in the Call Details section of the conversation. AI insights help teams quickly understand what happened during a call, without needing to listen to the full recording. Insights include the call summary, key topics, and action items generated automatically after the call.

For more information on how to check the AI Insights, please visit our article Aircall Workspace: Call details.

If AI insights are missing:

  • Confirm that AI features are enabled for your account.
  • Check that the call meets minimum requirements such as supported language or minimum duration.

Privacy, security, and compliance

Recordings, voicemails, and AI summaries may include personal or sensitive information. Keep in mind:

  • Only users with the correct role and permissions can access them.
  • You may be required to inform callers that their calls are recorded or processed. You can configure an auto-message in your call distribution in Smartflows, please learn more about it in our article Prompting callers for recording consent using the Smartflow IVR widget
  • Follow your company’s data retention and deletion policies, especially when downloading or sharing MP3 files.

If needed, consult your Admin or your organization’s internal guidelines for configuration details such as enabling Call Recording or managing retention.