Missing transcription for calls or voicemails

If a call or voicemail does not display a transcription, it may be due to several configuration, timing, or audio quality factors. This article explains the most common causes and how to resolve them.

Possible causes

Number settings and configuration

A call or voicemail may not be transcribed if the necessary features are not enabled or properly configured.

Possible issues:

• Call recording is not enabled for the number.
  • You can enable this in the Aircall Dashboard under Number > Settings.

• Transcription is not enabled, or the language setting does not match the spoken language of the call or voicemail.
  • To resolve this, go to Number > Settings in the Aircall Dashboard, enable Call transcription, and set the transcription language to match the language spoken on your calls or voicemails.

Note: By default, transcriptions use the language configured in the line settings. However, if the transcription engine detects that the call is spoken in another language (for example, French when the line is set to English), it will automatically generate the transcription in the detected audio language.

Important: Transcriptions will only apply to calls and voicemails made after the transcription feature is activated. Historical recordings are not transcribed retroactively.

Call length

Calls or voicemails that are too short or too long will not be transcribed.

Transcription processing time

Transcriptions may take some time to appear. On average, the processing time is about 30% of the call duration. For example, a 10-minute call may take approximately 3 minutes to generate a transcription and display it on your dashboard.

Audio quality

Transcriptions may fail if the audio quality is poor or unclear.

Common reasons include:

• The transcription engine detects low accuracy in the speech recognition.
• The recording has poor acoustics or background noise.
• No speech is detected in the recording.

Solution

Follow the steps below to ensure transcriptions are generated correctly.

Steps:

1. Enable call recording on the relevant number in the Aircall Dashboard under Number > Settings.
2. Enable call transcription and select the correct language for your calls and voicemails.
3. Confirm that transcription was enabled before the call or voicemail was made, as older recordings cannot be transcribed.
4. Ensure the call length meets transcription requirements:
   • Inbound calls longer than 15 seconds and shorter than 4 hours.
   • Outbound calls longer than 25 seconds and shorter than 4 hours.
   • Voicemails longer than 2 seconds.
5. Allow sufficient processing time for transcriptions to appear on your dashboard.
6. Check your audio quality by improving your network connection and using high-quality devices to reduce noise and ensure clear speech.

Tip: If transcription issues persist, review your number and language settings, or test with a short call in the correct language to confirm the configuration works as expected.