The Conversation Center is your central interface for call recordings and voicemails. Here you can find and listen to calls, view transcriptions, and access AI-powered insights if AI Assist is enabled on your account.

To open the Conversation Center, click the Conversation Center tab in the left sidebar of the Aircall Dashboard. 

How the Conversation Center works

In the Conversation Center, you will see all of your calls.

Conversation center view

If you do not have any recorded calls yet, please see Configuring Numbers: Activating call recording to enable call recording on your numbers.

Each call row in the Conversation Center shows:

  • Call direction

  • Aircall user name

  • Aircall number used

  • Customer number

  • Call duration

  • Date and time

  • Transcript icon (if a transcription is available)

Filters

You can narrow down the list using filters. Available filters include:

  • Users

  • Lines

  • Customer name or number

  • Call duration

  • Date

  • Type of call (inbound, outbound, or voicemail)

Understanding call transcriptions

If Transcription is activated on your Aircall number and a transcript is available for a call, a transcription icon appears in the Transcript column:

  • When you hover over the icon, a tooltip explains whether the transcription is available and why.

  • If no icon is visible in the Transcript column, the call is not eligible for transcription. For example:

    • Transcription is disabled

    • The call is too short

    • The language is not supported

You can learn more about transcription eligibility in How to use call transcription.

Viewing a call in detail

Clicking any call in the Conversation Center opens the conversation page in a new tab. There you can:

  • Listen to the call recording

  • Read the transcript, when available

  • See Aircall tags

  • View notes added by agents

  • Access AI-powered features if AI Assist is activated on your account

Using the preview panel

If you click Preview in the right column of the Conversation Center, a preview panel opens where you can:

  • Listen to the recording

  • Download the recording if available

  • View call tags and notes

  • Access AI-powered features, when available

To open the full conversation page, click Go to conversation.

image showing the go to conversation button

AI Assist insights in the Conversation Center

If you are subscribed to the AI Assist add-on, the conversation page and preview panel will also show AI insights, such as:

  • Call summaries

  • Talk ratio

  • Automatically detected keywords

These insights appear on the left side of the screen and complement the transcript and recording.

Downloading call recordings and voicemails

You can download an MP3 of a call recording or voicemail directly from the Conversation Center, either from the preview or opening the conversation detailed page.

Steps:

  1. Go to Aircall Dashboard > Conversation Center.

  2. Click on the conversation row directly or click on the Preview button.

  3. From the preview window, click on the Export button at the button to download the audio.

  4. From the conversation detailed page, click on the Export button at the top-right corner and select Download audio 

  5. Save the MP3 file to your device.

Note: There is no bulk download for recordings or voicemail MP3s.
Admins can export a list of recording links from the Aircall Dashboard, but not bulk MP3 files.

Frequently asked questions

Will calls in the Conversation Center be real time or close to real time?

Calls appear in the Conversation Center shortly after they have ended. This is faster than the Call History section, where calls are imported a few times a day.

Will the Conversation Center include non-recorded and missed calls?

No. The Conversation Center includes only recorded calls and voicemails.
Non-recorded and missed calls can be found in the Call History section.

I cannot find calls from before August 2023 in the Conversation Center. Why?

Calls start logging in the Conversation Center from the feature release date on your account. Older call recordings are not imported retroactively.

Do I need to pay to access the Conversation Center?

No. The Conversation Center is included in all Aircall plans.

To benefit from AI features, you must provision AI Assist licenses.

What roles can access the Conversation Center?

Users with at least Supervisor or Admin roles can access the Conversation Center.

I have a call with more than 5 seconds of recording shown. Why cannot I see it in the Conversation Center?

Calls must contain more than 5 seconds of audible audio to appear in the Conversation Center. For example, if a call is mostly silent and contains less than 10 seconds of audible audio, it will not be displayed.

Important: This time limitation does not apply to voicemails.

However, as with call recordings, a voicemail must contain audible content for a transcription to be generated.

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