When using the Voice Agent, calls can follow two possible paths:

  • Voice Agent only: The call is handled entirely by the Voice Agent without transfer.
  • Voice Agent → Aircall user: The Voice Agent transfers the call to a human Aircall user.

In both cases, calls are logged in HubSpot as inbound received calls to ensure accurate reporting and visibility.

Voice Agent only

For calls handled entirely by the Voice Agent:

  • Calls are logged as inbound received calls.
  • It is immediately clear from the log that the call was handled by the Voice Agent.
  • Voice Agent notes are included and are easily distinguishable from other notes.
CRM call log showing a connected outbound call handled by AI Voice Agent with a comment added and call details displayed..png

Voice Agent → Aircall user

When a call is transferred from the Voice Agent to a human Aircall user, logging depends on whether the transfer is answered or missed.

Answered transfer

If the agent answers the transferred call, it is logged as an inbound answered call. For reporting clarity:

  • The title includes both the Voice Agent and the agent’s name.
  • Notes from both the user and the Voice Agent are logged, with user notes appearing first.
  • Tags indicate it was a Voice Agent call, alongside any user tags.
CRM call log showing an inbound call answered by Bryan Ryu on a test voice agent, with comments, tags, and recording details..png

Missed transfer

If the agent does not answer the transferred call, it is logged as a missed call, but still marked as a Voice Agent transfer. The log will include:

  • A title showing that the call was transferred by the Voice Agent.
  • Notes from the Voice Agent.
  • The recording of the call.
  • Tags showing it was a Voice Agent call.
CRM call log showing a missed inbound call on Bryan Test 2 Voice Agent with call details, comment, and recording link..png

Missed transfer to voicemail

When a transferred call is not answered by the agent and the caller leaves a voicemail, Aircall records it as a Voicemail while maintaining its Voice Agent transfer status in the call log.

What appears in the call log

The call log for a missed transfer that results in voicemail includes:

  • Title indicating the call ended in voicemail after being escalated by the Voice Agent
  • Notes added by the Voice Agent
  • Voicemail recording from the caller
  • Tags showing that it was a Voice Agent call
CRM call log showing an inbound voicemail on Bryan Test 3 Voice Agent with escalation note, recording, and call details..png