If your AI Voice Agent transfers a call to a human, the AI portion of that conversation isn't saved as a transcript. This article explains why, what that means for Conversation Center, your CRM, and the agent picking up the call, and which settings are worth checking to make sure everything that can be captured is captured.

Note: This is expected behavior on transferred calls today, not a sign of a misconfigured setting. See "Settings worth checking" below to rule out a separate, genuinely fixable issue.

How recordings and transcripts work on AI Voice Agent calls

What's saved depends on whether the call is transferred to a human and what happens next:

  • Handled fully by the AI Voice Agent, no transfer: recorded and transcribed, and appears in Conversation Center as a Voice Agent recording.
  • Transferred and answered by a human agent: saved as a standard call recording and transcript of the segment after the transfer, when transcription is enabled.
  • Transferred but the caller reaches voicemail: saved as a voicemail.
  • Transferred but never reaches a human or voicemail: no recording is saved.
Important: Once a call is handed off, the AI Voice Agent portion of the conversation is excluded from the transcript in Conversation Center, whether or not an agent answers. Only the segment after the transfer is captured. This applies regardless of whether recording and transcription are correctly enabled. See Aircall's AI Voice Agent overview for more on how recording works across all AI Voice Agent call types.

What this means for HubSpot and other CRMs

Because the AI portion of a transferred call isn't transcribed, it's not available to sync downstream. Voice Agent calls are logged in HubSpot as inbound calls, with a title, notes, tags, and the post-transfer recording, so the call activity itself appears on the record correctly.

Note: The title, notes, and tags on a transferred call's HubSpot log are structured metadata about the call, not a transcript or AI summary of the exchange the caller had with the AI Voice Agent before the transfer. A correctly logged call and a complete transcript are two different things, and only the first is available for the pre-transfer portion.

This also applies to HubSpot's own transcription feature. HubSpot Conversational Intelligence transcribes the recording Aircall makes available to it. Since no recording of the AI portion exists, HubSpot CI can't produce a transcript of it either. Enabling CI doesn't change this.

What this means for the agent taking the transfer

For the same reason, the agent who picks up a transferred call won't see the earlier AI-to-caller exchange in the incoming call window. They receive the live call and can continue from there, but the pre-transfer conversation isn't displayed to them today.

Settings worth checking

The settings below don't change the behavior above, but they make sure everything that can be recorded, transcribed, and synced is set up correctly, and they rule out a separate, genuinely fixable transfer problem before you conclude it's this limitation:

  • Recording and transcription are enabled for the line.
  • Your account has the Aircall AI add-on, which the HubSpot transcription logging option depends on.
  • In your HubSpot integration settings, Enable Aircall Transcription Logging and Expose Call Recordings to HubSpot are both set to Yes, and the integration is enabled for the specific line.
  • In your Smartflow, a Ring To widget is placed immediately after the Voice Agent. If a voicemail, audio message, or any other widget comes first, the caller can be sent to voicemail even though the AI says it's connecting them to a person. Please see Aircall's AI Voice Agent overview for how this misrouting happens. To always end the call after the AI instead of transferring, remove any widgets that follow the Voice Agent.
  • To see AI Voice Agent conversations in their Workspace, users need to be added to the Call and data access group under Teams and Users.

Other reasons a recording or transcript may be missing

If you've checked the above and something still looks wrong, these are separate, unrelated causes worth ruling out:

  • The call was shorter than five seconds, in which case it's not processed, in line with other call recordings.
  • Recording or transcription was turned off at the time of the call.
  • The transfer was attempted but the agent didn't answer and the call didn't reach voicemail.
Note: Capturing the AI Voice Agent portion of transferred calls is an area we're actively improving. Behavior may change as updates are released, so it's worth re-checking this article after product updates.