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Connect BuildBetter with Aircall to import your phone call recordings and transcripts, enabling you to analyze customer support, sales, and service conversations with BuildBetter’s AI.

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Overview

The Aircall integration enables you to:
  • Import call recordings and transcripts from Aircall
  • Analyze customer support and sales calls
  • Track call trends and patterns
  • Extract insights from phone conversations
  • Maintain automatic sync of new calls
Integration Type: One-way import (Aircall → BuildBetter) Authentication: Basic Authentication (API ID + API Token) Sync Frequency: Automatic polling every 6 hours

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Features

  • Call Recording Import: Import phone call recordings with audio
  • Transcript Support: Import full transcripts with speaker identification
  • Participant Tracking: Identify internal agents and external callers
  • Call Metadata: Duration, direction, status, and timestamps
  • Automatic Sync: New calls are automatically imported every 6 hours
  • Date Range Filtering: Control which calls to import by date

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Setup Guide

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Prerequisites

  1. Aircall Requirements:
    • Active Aircall account
    • API access enabled
    • API ID and API Token from Aircall settings
    • Call recording enabled in Aircall
  2. BuildBetter Requirements:
    • Active BuildBetter account
    • Admin privileges for integration setup

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Quick Setup

  1. Get Aircall API Credentials
    • Log in to your Aircall dashboard
    • Navigate to Settings > Integrations > API
    • Copy your API ID
    • Generate and copy an API Token
    • Keep these credentials secure
  2. Connect in BuildBetter
    • Go to Settings > Integrations in BuildBetter
    • Select “Aircall” from recording import integrations
    • Enter your Aircall API ID
    • Enter your Aircall API Token
    • Click “Connect”
  3. Configure Import Settings
    • Set date range for initial import
    • Review import configuration
    • Save settings
  4. Start Import
    • Click “Import” to begin importing calls
    • Monitor import progress in the dashboard
    • BuildBetter will automatically check for new calls every 6 hours

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Imported Data

When calls are imported from Aircall, the following data is preserved:

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Call Metadata

  • Call ID: Unique identifier from Aircall
  • Direction: Inbound or outbound
  • Status: Initial, answered, or done
  • Timestamps: Started at, answered at, ended at
  • Duration: Call duration in seconds
  • Phone Numbers: Caller and agent phone numbers

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Call Recordings

  • Audio URL: Call recording audio file
  • Recording Type: Full call recordings
  • Download: Audio files downloaded and stored

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Transcripts

  • Full Transcript: Complete word-level transcription
  • Speaker Identification: Internal (agents) vs external (callers)
  • Timestamps: Word-level timing information
  • Language: Detected language for each call

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Participants

  • Internal Agents: User IDs, names, and availability status
  • External Callers: Phone numbers and contact information
  • Speaker Mapping: Each speaker identified in transcript

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Contact Information

  • Contact Name: Caller name (when available)
  • Phone Number: Caller phone number
  • Email: Contact email (when available)

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Import Requirements

Important: Aircall calls must have either a recording or a transcript available to be imported. Calls with neither will be skipped.
  • With Recording: Calls with audio recordings are always imported
  • With Transcript: Calls with transcripts (even without recordings) are imported
  • Without Either: Calls lacking both recording and transcript are skipped

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Transcript Access

Transcripts require specific Aircall plan features:
  • 403 Error: Your Aircall plan doesn’t include transcript access
  • 404 Error: No transcript available for this call
  • Graceful Handling: Calls without transcripts can still be imported if they have recordings

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Call Types Supported

  • Inbound Calls: Incoming customer calls
  • Outbound Calls: Outgoing calls to customers
  • Answered Calls: Successfully connected calls
  • Completed Calls: Calls that reached done status

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Usage

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Viewing Imported Calls

  1. Navigate to the Calls section in BuildBetter
  2. Calls imported from Aircall will show “Aircall” as the source
  3. Filter by source to view only Aircall calls
  4. Access all standard BuildBetter features:
    • Listen to recordings
    • Read transcripts
    • Extract signals
    • Generate documents

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Analysis Features

Once imported, Aircall calls are analyzed by BuildBetter:
  • Signal Extraction: Detect customer issues, feature requests, and sentiment
  • Search: Search keywords across call transcripts
  • AI Summaries: Generate summaries of support calls
  • Trend Analysis: Identify patterns across calls
  • Agent Performance: Analyze agent interactions
  • Call Categorization: Organize calls by topic or issue type

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Automatic Updates

After initial setup, BuildBetter automatically:
  • Checks for new Aircall calls every 6 hours
  • Imports new answered and completed calls
  • Processes recordings and transcripts
  • Updates your call library

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Use Cases

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Customer Support

  • Analyze support call quality and resolution
  • Identify common customer issues
  • Track support agent performance
  • Generate coaching materials from calls

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Sales Calls

  • Review outbound sales call effectiveness
  • Identify successful talk tracks
  • Track objection handling
  • Analyze call outcomes

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Quality Assurance

  • Monitor call quality and compliance
  • Review agent adherence to scripts
  • Identify training opportunities
  • Track customer satisfaction indicators

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Product Insights

  • Extract feature requests from support calls
  • Identify product issues and bugs
  • Understand customer pain points
  • Inform product development priorities

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Limitations

  • One-Way Import Only: Calls are imported from Aircall to BuildBetter. No data flows back to Aircall.
  • Recording or Transcript Required: Calls must have either a recording or transcript to be imported.
  • Basic Filtering: Only date range filtering is currently supported.
  • No Real-Time Sync: Calls sync every 6 hours, not in real-time.
  • Transcript Access: Requires appropriate Aircall plan for transcript features.
  • Metadata Not Captured: Tags, comments, and team associations are not imported.
  • Voicemail: Voicemail URLs are available but not actively used.

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Troubleshooting

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Connection Issues

  • Verify your Aircall API ID and API Token are correct
  • Ensure API access is enabled in your Aircall account
  • Check that you have admin permissions
  • Confirm credentials haven’t been revoked

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No Calls Being Imported

  • Check your date range settings
  • Verify calls exist in Aircall for the specified period
  • Ensure calls have recordings or transcripts available
  • Confirm calls have status “answered” or “done”
  • Check that call recording is enabled in Aircall

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Missing Transcripts

  • Verify your Aircall plan includes transcript access
  • Check if transcription is enabled for your calls
  • Some calls may not have transcripts available
  • Calls can still be imported with recordings only

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Import Errors

  • Verify sufficient storage space in BuildBetter
  • Check network connectivity
  • Ensure Aircall API is accessible
  • Review error messages in import logs
  • Contact support if errors persist

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API Details

Base URL: https://api.aircall.io/v1 Authentication: HTTP Basic Authentication
  • Username: API ID
  • Password: API Token
Rate Limits: Subject to Aircall’s API rate limits

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Security & Compliance

  • Basic Authentication with encrypted credentials
  • Secure API communication over HTTPS
  • Encrypted credential storage
  • SOC 2 compliant infrastructure
  • GDPR compliant data handling
  • Audio files securely stored and transmitted

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Support

Need help? Contact us: