What is the Conversation Center?
The Conversation Center is your central interface for call recordings. Easily find and listen to your team’s calls, get call transcriptions, and more AI-powered features.
To access the Conversation Center, simply navigate to the tab on the left of the Aircall Dashboard.
How does the Conversation Center work?
In the Conversation Center, you will find all of your call recordings and voicemails.
If you do not have any calls recorded yet, head to this page to learn more about how to activate call recordings.
If you have recorded calls, they will appear in the list:
From there, you can easily filter for:
- Users
- Lines
- Call duration
- Date
- Type of call (inbound, outbound or voicemail)
Each call will show the direction, the Aircall user Name, the Aircall Number used, the Customer’s number, the Duration of the call, the Date & Time and Transcription link (if available).
- If Transcription is activated on your Aircall Number and available for a call, then the transcription icon will show under the Transcript column:
- If no transcription is available, the icon below will appear:
When hovering over the transcription icon, a tooltip shows if available or not and why.
- If no icon is visible under the Transcript section, it means that your call is not eligible for transcription (transcription disabled, call is too short, languages not supported. Learn more here)
Clicking on any call in the Conversations Center opens a new tab where you can listen to the recording, read the transcript, view Aircall tags and agent-provided notes for the call, and benefit from additional AI-powered features if activated on your account:
💡If you click "Preview" in the rightmost column of the Conversation Center, you can open a preview panel where you can also listen to the recording, view the call's tags and notes, and benefit from AI-powered features if activated on your account. To see the expanded view, you can click "Go to conversation."
If you are subscribed to the Aircall AI add-on, then the recording page and the preview panel will also show AI Insights:
On the left side of the screen Call Summaries, Talk Ratio, and Automatic Keyword detection will appear. We are committed to continuously improving Aircall AI features over time.
Frequently asked questions:
Will calls in the “Conversation Center” be realtime or close to realtime?
Calls appear in the Conversation Center shortly after they have ended. It 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?
Conversations Center only includes 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 Conversations Center, why is that?
Calls will start logging in the Conversation Center on the release date, when the feature is rolled out to your account. Old call recordings will not be imported retroactively.
Do I need to pay in order to access the Conversations Center?
No, the Conversations Center is included in all Aircall plans. To benefit from AI features, you must purchase the Aircall AI add-on.
What are the roles that can access the Conversations Center?
Users that have at least a supervisor or admin role can access the Conversations Center.
I have a call with more than 5 seconds of recording showing, why can't I see it in the Conversation Center?
Even if a call recording is longer than 5 seconds, calls need to have more than 5 seconds of audible audio to be displayed in the Conversation Center. If for example, a call is mostly silent with less than 10 seconds of audio that can be heard, it will not show up in the Conversation Center.
⚠️ Please Note: The time limitation does not apply to voicemails. However, similar to call recordings, the voicemail must contain audible content for transcriptions to occur.