If your team handles calls in more than one language on the same number, you can add a second transcription language. Aircall detects which of the two languages was spoken and transcribes the call in that language.

Overview

Every Aircall number has a primary transcription language. You can also set a secondary transcription language on that number. For each call, Aircall identifies which of the two configured languages was spoken and processes the call in that language.

Key benefits:

  • Cover bilingual teams on a single number without splitting traffic across two numbers.
  • Get transcripts, summaries, and scorecard evaluations for calls in either language.
  • No agent action required. Detection happens automatically on each call.

How it works

  1. An admin sets a primary and a secondary transcription language on a number.
  2. After a call ends, Aircall identifies which of those two languages was spoken.
  3. The transcript, and everything generated from it, such as the summary and scorecard evaluation, is produced in the detected language.
  4. If Aircall can't determine which language was spoken, it uses the primary language.
Note: Detection chooses between the two languages you configured. It does not detect any other language.

How to add a secondary transcription language

Steps

  1. In the Aircall Dashboard, go to Numbers.
  2. Select the number you want to configure.
  3. Open Settings, then Transcriptions.
  4. Confirm the primary language is correct.
  5. Select a secondary language.

Important considerations: this applies to completed calls, not live features

The secondary language is used after a call ends. It applies to:

  • Call transcripts
  • Call summaries
  • Action items
  • Scorecard evaluations
  • Voicemail transcripts
Important: This does not apply to anything happening during a live call. Live transcription, playbooks, and live prompts use the primary language only. If an agent takes a call in the secondary language, the live transcript and any on-screen guidance won't work correctly.

FAQs

Can I add more than one secondary language?

No. Each number supports one primary and one secondary transcription language.

Does this apply to calls that already happened?

No. Calls transcribed before you saved the setting are not reprocessed.

What happens if someone speaks a third language on the call?

Aircall chooses between the two languages you configured. A call in any other language is processed using the primary language.

What if both languages are spoken on the same call?

Aircall identifies the main language of the call and uses that one throughout. A single transcript is not split between two languages.

Do agents need to do anything?

No. Detection is automatic. Agents don't select a language.

Do I have to set a secondary language?

No. It's optional. A number with only a primary language transcribes every call in that language.