Using Aircall call transcripts in HubSpot

You can send Aircall AI generated call transcripts to HubSpot using HubSpot’s third party transcripts API. This allows your teams to work with Aircall transcripts directly in HubSpot, while you continue to control whether call recordings are sent to HubSpot or kept only in Aircall.

Before you start

Make sure you have:

• An Aircall admin account
• The HubSpot integration installed and connected in the Aircall Dashboard
• Call recordings enabled in Aircall, since transcripts are generated from recordings
• Calls that last longer than 1 minute
• To enable Aircall transcripts in HubSpot, your account must include AI Assist or AI Assist Pro. 

Important: If your account does not include AI Assist or AI Assist Pro, the transcript setting will appear in the HubSpot integration but will be greyed out. A message will explain the requirement and provide a link to learn how to upgrade.

For more information on Aircall AI features, please visit our Help Center section Aircall AI features. If you still need to connect HubSpot,  please check our article Installing your HubSpot integration.

How the settings work

In the HubSpot integration settings in the Aircall Dashboard, the Conversation Intelligence section contains two independent options:

• Expose Call Recordings to HubSpot: Controls whether HubSpot users can play the audio recording from the call record.
• Enable Aircall Transcript Logging: Determines whether HubSpot should use Aircall transcripts or HubSpot transcripts for supported calls.

You can:

• Use Aircall transcripts with or without sending call recordings to HubSpot
• Continue using HubSpot transcripts while choosing whether or not to send call recordings
• Update these options at any time for future calls

Step 1: Open the HubSpot integration settings in Aircall

1. Go to Aircall Dashboard > Integrations and API.
2. Search for and select HubSpot.
3. Scroll to the Conversation Intelligence section.
4. Locate the settings for call recordings and transcripts.

Step 2: Decide whether to send call recordings to HubSpot

This step is optional but recommended for many teams.

1. In the Conversation Intelligence section, find Expose Call Recordings to HubSpot.
2. Select your preferred behavior:
   • YES: HubSpot will display a link or player for the Aircall call recording.
   • NO: The recording stays in Aircall only, and HubSpot users will not be able to play it.

Tip: This recording setting does not affect whether transcripts are sent. You can send Aircall transcripts even if you choose not to send call recordings.

Step 3: Turn on Aircall transcripts in HubSpot

Choose Aircall as the transcript source

If you have AI Assist or AI Assist Pro

1. In the Conversation Intelligence section, find Enable Aircall Transcription Logging.
2. Select YES from the dropdown to choose Aircall transcripts as the source in HubSpot.

Once enabled:

• Aircall generates the transcript after each eligible call ends
• Aircall sends the transcript to HubSpot using the third party transcripts API
• HubSpot displays the transcript on the corresponding call engagement

Note: You can switch back to HubSpot transcripts at any time. The new choice applies only to future calls and does not change transcripts already stored in HubSpot.

If you do not have AI Assist or AI Assist Pro

• The Enable Aircall Transcription Logging option will be greyed out and cannot be enabled.
• A notice will explain that this option is available only with AI Assist or AI Assist Pro, and link to more information or purchasing options.
• You can still configure other HubSpot integration settings, but you cannot export Aircall generated transcripts without the required AI package.

What you will see in HubSpot

Once everything is configured and your account includes the required AI package, supported calls in HubSpot will display:

• The call record
• A transcript from Aircall, if Aircall transcripts are selected
• A recording player or link, if you chose to send call recordings

Your teams can:

• Read the transcript directly in HubSpot
• Use HubSpot Conversation Intelligence tools such as search, filters, and notes on top of the Aircall transcript content

Note: If your HubSpot plan includes Conversation Intelligence features, your HubSpot admins will continue managing those settings. This feature only determines where the transcript text originates.

Limitations and expected behavior

Keep these points in mind:

• Plan requirement: Exporting Aircall transcripts to HubSpot requires AI Assist or AI Assist Pro.
• Call duration: Calls under 1 minute do not generate transcripts.
• Not real time: Transcripts are generated after the call ends, not during the call.
• Independent settings: Recording and transcript settings do not depend on each other. You can:
  • Use Aircall transcripts without recordings
  • Send recordings without using Aircall transcripts
• Existing calls: Changing transcript sources does not update transcripts already stored in HubSpot. Only new calls are affected.

Frequently Asked Questions

Do I need to send call recordings to use Aircall transcripts in HubSpot?

No. Transcripts and recordings are independent.

What happens if I switch between HubSpot transcripts and Aircall transcripts?

The change applies only to future calls. Existing transcripts remain unchanged.

Will I see two transcripts for the same call?

No. HubSpot uses only one transcript source per call record.

Why is a transcript missing for some calls?

Check these factors:

• The call lasted less than 1 minute
• Your account does not include AI Assist or AI Assist Pro
• The HubSpot integration settings are incomplete
• Recording was disabled for this number or user

Does this change how HubSpot Conversation Intelligence works?

No. HubSpot Conversation Intelligence features stay the same. This setting only changes where the transcript text comes from.

Which property field in Hubspot is used for mapping the transcripts of voicemail recordings?