Aircall allows you to activate or deactivate the call recording feature on each phone number. Recordings can be used to improve customer service, support employee training, and ensure compliance. You can enable recordings for inbound calls, outbound calls, or both.

Only Aircall users with Admin permissions can activate call recording.

Important: Before enabling call recording, make sure that it is legal in your country or region.

How to activate call recording

Steps:

  1. Go to Aircall Dashboard > Numbers
  2. Select the number you want to configure.
  3. Click the Settings tab.
  4. Scroll down to the Call Recording section.
    • You will see the options Start recording automatically and Allow the user to start & pause recording for both Incoming calls and Outgoing calls
  5. Toggle on the settings you wish to apply.
Image showing the call recording settings

Once activated, call recording applies to all users and teams assigned to that number. Users can access recordings for their own calls directly within Aircall Workspace.

Playing a call recording announcement before outbound calls

To meet compliance requirements, you can enable a pre-call announcement that plays before the recipient answers. This message is played before recording starts. The agent hears the message but is muted until it finishes.

Steps:

  1. Go to the number’s Settings tab.
  2. In the Call Recording section, locate the Outgoing calls settings.
  3. Toggle Play call recording announcement before connecting.
  4. Choose one of the following message types:
    • Text-to-speech
    • Custom file
    • Recording

Recording rules and limitations

When using call recording in Aircall, certain limitations apply. Here are the rules that determine whether a call recording is saved and how it is stored.

Recording conditions

Recordings will not be saved in the following cases:

  • The recording is longer than 4 hours
  • The recording is shorter than 5 seconds
  • The call has fewer than 2 participants
  • The call is an internal Aircall call

Number assignment for recordings

  • Recordings are assigned to the Aircall number that the call was made or received on.
  • If a call is received on a Smartflow number where recording is not enabled and is then redirected by an IVR widget to another number with recording enabled, the call will be recorded.
  • In this case, the recording will be stored under the second number where recording is active. Learn more about the Smartflow IVR Widget.