In Aircall, call recordings and voicemails can be transcribed. Transcripts let you read through past calls and voicemails instead of listening to the entire audio, helping you save time and better monitor your team's performance.
How to access call transcription
Call transcripts are available from the Conversation Center tab in the Aircall Dashboard. For more information about the Conversation Center, please visit How to use the Aircall Conversation Center.
Calls with a transcript available display an icon in the Transcript column. Clicking anywhere in the row will open a view of the transcript and recording.
Transcripts can also be accessed in both the Aircall Dashboard and directly in the Aircall Worskspace phone app:
Go to Aircall Dashboard > Call History and click the Play icon to open the call detail view. From that view, click on the View Conversation button.
In some CRM and Helpdesk integrations, the asset link for a recording or voicemail is logged after a call, allowing you to click and open the Aircall Dashboard link from your call log.
For more information about voicemails transcriptions, please see Voicemail Transcription.
Functionality
On the transcription page, you can see:
Transcription section: Speakers separated transcription text of the call. Sentences can be played karaoke style with auto scroll.
Smart player: Call details (participants, dates, duration), audio speed controls, skip 10 seconds, share link, download audio.
Speakers separated bars: Visual indications of the speech time of the agent and the customer. You need to select the expand button in the Smart player to show this view.
FAQs
Who can see the call transcription in the Aircall Dashboard?
The rules for access to call transcription are the same as those for call recordings:
All users or teams assigned to the call distribution of the line.
Users who are assigned to phone numbers where the feature is enabled will be able to listen to all call recordings within the Phone application for that phone number.
Admins and Supervisors also have permission to access any call recording.
How soon is transcription available for a new call?
Calls are transcribed immediately after they end. In most cases, transcription is completed in about 30 percent of the call duration.
For example, a 10 minute call will usually take about 3 minutes to be transcribed and appear in your dashboard.
Is transcription available for my calls?
Transcription must be enabled in the line configuration settings.
Steps:
Select the number for which you want to enable call transcription.
Click Settings.
Scroll to the Transcription section.
Select the language of the transcription.
Only calls that are recorded can be transcribed.
Which languages are available for transcription?
Transcription is available in English, French, Spanish, German, Dutch, and Italian.
By default, transcriptions use the language configured in the line settings. However, if the transcription engine detects that the call is spoken in another language that we cover (for example, French when the line is set to English), it will automatically generate the transcription in the detected audio language.
I do not see a transcription for one of my calls, why is that?
When there is no transcription for a recording or voicemail in the Dashboard, you will see a “no transcription” icon. There are several possible reasons, for more details on how to check it, please visit Missing transcription for calls or voicemails
Can I turn the transcription feature off?
Yes. You can either deactivate Transcription in the line settings, or deactivate recordings altogether.
Transcription configuration is done at the line level.
To enable or disable transcription on a line:
Go to Aircall Dashboard > Numbers.
Select the relevant number.
Go to the Settings tab and navigate to the Transcription sections
Does it support calls with more than two speakers?
Yes, it supports up to 5 participants.
Where is transcription stored?
Transcription is currently stored on US servers. Aircall is working on adding support for EU storage.
If you do not want US storage of transcription, you can deactivate the transcription feature in the line settings.
Can I export call transcripts?
If you wish to download transcriptions via API, this feature is accessible with AI Assist. The Aircall AI API is specifically designed for customers who have purchased AI Assist. Enabling this functionality grants you access to event endpoints such as Call Transcript, Call Summary, Key Topics, and Sentiment Analysis through Webhook or REST API.
You can find more information in our developers page.
If you are interested in acquiring AI Assist, you can purchase it or request a quote in your Aircall Dashboard. For more information, please visit Purchasing add-ons in Aircall.
Important: Exporting call transcriptions is only possible via API.
Aircall's Support Team is not able to provide call transcript exports for you.
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