Live Transcription converts speech to text in real time during calls, allowing agents to follow their conversations as they happen. This feature is available to users with an AI Assist Pro license and supports multiple languages.

Below, you will find answers to common questions about eligibility, setup, usage, and troubleshooting.

General questions

What is Live Transcription?

Live Transcription provides a real-time written record of a call, helping agents understand and recall conversations more accurately as they happen.

Who can use Live Transcription?

Only users with an AI Assist Pro license can access Live Transcription during calls.

Which languages does Live Transcription support?

Live Transcription currently supports English, French, German, Portuguese, and Spanish.

Note: Accuracy may vary depending on the speaker’s accent and audio quality.

Setup and configuration

Do I need to enable Live Transcription on every phone number?

Yes, Live Transcription must be enabled individually for each phone number you want to use it on.

Can I enable Live Transcription for specific users only?

Access is controlled by two elements:

  • The phone number must have Live Transcription enabled (configured by Admins).
  • The user must have an AI Assist Pro license.

You can manage access by:

  • Assigning Pro licenses to specific users
  • Assigning those users to phone numbers where Live Transcription is enabled
  • Or both

Using Live Transcription

When does Live Transcription start during a call?

Live Transcription starts automatically when a Pro-licensed user makes or receives a call on a number with Live Transcription enabled.

Can I see Live Transcriptions for calls made by users without Pro licenses?

No, Live Transcription is only generated when the agent has an AI Assist Pro license.

Note: Post-call transcription (a separate feature) is still available after the call ends, regardless of license status.

Does Live Transcription work on both inbound and outbound calls?

Yes, as long as:

  • The user has a Pro license, and
  • The phone number is Live Transcription-enabled

Can I edit the transcription during a call?

No, live transcriptions cannot be edited in real time.

Does Live Transcription identify different speakers?

Yes, it attempts to label different speakers during the conversation.

Note: Accuracy may vary based on audio quality.

Technical questions

How accurate is Live Transcription?

Accuracy typically ranges from 85 to 90 percent, depending on:

  • Audio quality
  • Speaker clarity
  • Background noise
  • Use of industry-specific terms

Is there a delay between speaking and seeing the text?

Yes, there is a minimal delay of 1 to 3 seconds as the AI processes speech.

Can I export live transcriptions?

No, live transcriptions are not exportable.

Note: You can export post-call transcriptions using the API after the call ends.

Privacy and compliance

Can supervisors see live transcriptions in real time?

No, only the agent on the call can see the live transcription.

Note: Completed transcriptions can be viewed after the call by other users, including supervisors.

Troubleshooting

Why is Live Transcription not appearing during my calls?

Check the following:

  • Ensure you have an AI Assist Pro license.
  • Verify that Live Transcription is enabled on the phone number you are using.
  • Confirm that Call Recording Transcription is enabled and that the correct language is selected.
Note: If the language spoken differs from the selected language, Live Transcription will not be generated.
  • Make sure you are using the latest version of Aircall Workspace.

The transcription seems inaccurate. How can I improve it?

Try the following:

  • Use a headset for clearer audio.
  • Speak clearly and at a moderate pace.
  • Minimize background noise.
  • Select the correct language in your call transcription settings.

Can I see transcriptions from past calls?

Yes, all transcriptions are saved with call records and can be viewed in the Conversation Center or individual call details, regardless of your current license status.

Live Transcription stopped working suddenly. What should I do?

  • Check that your AI Assist Pro license is still active.
  • Ensure that Live Transcription is still enabled for the phone numbers you are using.
  • If the issue persists, contact Support with specific details about when the problem started.

Integration questions

Does Live Transcription work with my CRM integration?

Live Transcription data can be included in CRM integrations, depending on your setup.

Note: Check with your Admin about CRM field mapping for transcription data.

Can I use Live Transcription with other AI features?

Yes, Live Transcription works alongside other AI Assist Pro features, such as:

  • Live Prompts
  • Playbooks
  • Automated call scoring
Is Live Transcription available through the API?

Live Transcription data is available via the API after the call ends.

Important: Real-time transcription is accessible through the API. For details, visit our API documentation.