Aircall-Zendesk: Call Transcription

With the Aircall-Zendesk integration, and Aircall AI, users can now log their Call Transcriptions to their Zendesk Tickets.

Important: Users must have Aircall AI in order to make use of this feature.

Logging Call Transcriptions

To start logging transcriptions, please ensure all of the following are true:

• Your Zendesk integration is active

• The Aircall Numbers whose calls you would like logged are associated with the integration. Please see How to configure your Zendesk Integration for more information.

• Your company is using Aircall AI

• Call Transcription is enabled for the appropriate Aircall Numbers

Important notes

• Call transcription is generated for calls which have a duration of more than 1 minute. For calls shorter than 1 minute, no transcription will be created or logged in Zendesk.

• Users who have the Ticket view setting enabled and have selected the Transcript field to show will see a Call Transcription label twice in their tickets. One will be in the internal notes and is the actual transcription, while the other will be found in the voice comment via the call object and is the call summary.

• Call Transcription logging in Zendesk can be managed through the integration setting "Log Call Transcription in Zendesk" by setting it to "Yes" or "No". By default, the value is set to "Yes".

Note: If AI Assist or AI Assist Pro Package is not enabled for a company the settings related to Call Transcription and Key Topics logging will be disabled.