Enhance your call analysis and team coaching with HubSpot Conversational Intelligence (CI) integrated with Aircall.

HubSpot CI enables users to listen to, share, and analyze calls directly within HubSpot. With Aircall’s integration, you can access call recordings and transcriptions through HubSpot, even if some team members do not have an Aircall account.

Important: Before enabling Conversational Intelligence for Aircall calls, make sure the feature is already enabled in your HubSpot account.

Main features and HubSpot plan required

The Aircall–HubSpot CI integration enhances your CRM workflow by making recorded calls and transcripts available directly in HubSpot. The integration introduces several key features that help managers and teams monitor conversations, identify key terms, and extract valuable insights to improve sales and support performance.

FeatureDescriptionHubSpot plan required
Play recordingsListen to Aircall recordings directly within HubSpot (Sales Hub or Service Hub).All plans
TranscriptionAutomatically obtain transcriptions with a clear separation between agent and client dialogue. Supported in HubSpot’s default language list.Sales Hub or Service Hub Professional or Enterprise paid seat
Share recordingsShare entire or partial recordings with colleagues for collaboration and training.All plans
Search for keywordsUse the transcript search bar to find and analyze keywords in context.Sales Hub or Service Hub Professional or Enterprise paid seat
Set up key terms Term tracking and keyword search to identify themes or trends across conversations. When these terms appear in a call, the data becomes available in HubSpot’s custom report builder. Sales Hub or Service Hub Professional or Enterprise paid seat
Tip: When a tracked term is mentioned in a call recording, that data becomes available in HubSpot’s custom report builder, helping you analyze conversation patterns at scale.

Enabling HubSpot CI for Aircall

To enable Conversational Intelligence for Aircall calls, follow the steps below.

Steps:

  1. Go to Aircall Dashboard > Integrations & API.
  2. Select your HubSpot integration and go to the Settings tab.
  3. Scroll to the Conversational Intelligence section.
  4. Review and agree to the legal disclaimer displayed in the settings.
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  1. Make sure a default owner is selected.
    • The default owner cannot be set to “Nobody” due to a HubSpot limitation.
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  1. Ensure that the Aircall account includes the Aircall AI add-on if you plan to use the Enable Aircall Transcription Logging feature.
Important: The "Enable Aircall Transcription Logging" option is available only to accounts with the Aircall AI add-on.

Once enabled, Aircall recordings will be accessible and playable from HubSpot’s CI interface.

Frequently asked questions (FAQ)

Does Aircall send recordings to HubSpot?

No. Aircall does not transfer recordings to HubSpot. They remain stored on Aircall servers but can be played directly within HubSpot’s interface.

How long can I listen to recordings on HubSpot?

Recordings are hosted and stored by Aircall for 1 year. During that time, users can access and play them directly in HubSpot.

Will HubSpot charge for storing Aircall recordings?

No. Since Aircall stores the recordings, HubSpot does not apply storage or hosting fees for Aircall data.

Does Aircall send transcriptions to HubSpot?

No. While Aircall provides its own transcription service, HubSpot CI generates and stores transcriptions independently. Transcripts may differ between Aircall and HubSpot, and any hosting costs follow HubSpot’s own policies.

What format are the recordings?

Recordings are stored in MP3 format.

Are CI access permissions the same as in Aircall?

Recordings on HubSpot are accessible to all users with the right permissions in HubSpot, and Aircall does not have control over who can access recordings on HubSpot. If you are a user with an assigned Sales Hub or Service Hub Professional or Enterprise paid seat, you can use Conversation Intelligence (CI) to transcribe and analyze recordings.