Getting Started

After a call ends, Aircall generates AI insights about your call. In this initial guide we will cover the four items listed below. But there are also dedicated guides for summaries, playbooks, and QA evaluations.

If you are going to try some of the code examples make sure you have:

• An Aircall account with access to AI and Transcription API
• Transcription enabled on at least one phone number. See our help center article. for a full walkthrough
• A valid OAuth access token or Basic Auth credentials

About AI insights data

Transcripts and insights are generated asynchronously after a call ends. Each data insight has a dedicated webhook and REST API endpoint. See the table below for orientation

Webhooks setup

To receive Conversation Intelligence events, create a webhook that includes the events you need. Full tutorial on webhooks here. Example:

const createWebhook = async (accessToken) => {
   const response = await fetch('https://api.aircall.io/v1/webhooks', {
      method: 'POST',
      headers: {
         'Authorization': `Bearer ${accessToken}`,
         'Content-Type': 'application/json'
      },
      body: JSON.stringify({
         custom_name: 'YOUR_APP_NAME',
         url: 'https://your.server.com/aircall/webhook',
         events: ['transcription.created', 'sentiment.created', 'topics.created', 'action_item.created']
      })
   });

   const data = await response.json();

   if (!response.ok) {
      throw new Error(data.message || 'Failed to create webhook');
   }

   const webhookToken = data.webhook.token;
   return webhookToken;
};

Transcription

Transcription payload and delivery is a bit different from our standard webhook events due to the fact that transcriptions can be too big to be sent in a webhook and processing them might also take longer time.

Because of that, the recommended approach is

1. Subscribe to transcription webhook. This webhook, with event name transcription.created, will notify you once the transcription is ready but it will come without the transcription payload. It will provide a Conversation intelligence object which will contain a call ID.
2. Grab the call ID Retrieve the transcription use the transcription REST API endpoint. You can find an example of the payload in the API reference.

Sentiments

Sentiment analysis evaluates the overall mood of each external participant on the call. It returns a single value per participant — not a per-utterance breakdown. The data comes inside the webhooks but you can also fetch it with the API.

Possible values

Topics

Aircall identifies the key subjects discussed during a call and returns them as an array of short descriptive strings — for example, "billing", "IVR setup", or "account migration". Same as sentiment, data is inside the webhook events but you can also fetch it using the API.

Topics are useful for routing, tagging, or categorizing calls in your integration. You could auto-tag calls in your CRM based on the topics returned, or build dashboards that track topic frequency across your team.

Action items

Action items are specific tasks or follow-ups extracted from the conversation — things like "send the pricing proposal" or "schedule a follow-up call for next Tuesday".

Action items are particularly valuable for CRM integrations. You can automatically create follow-up tasks from the actions Aircall extracts, ensuring nothing from the call falls through the cracks.

You can also fetch the data by sending a request to our REST API: GET /v1/calls/:call_id/action_items

Action Item webhook example

{
  "resource": "conversation_intelligence",
  "event": "action_item.created",
  "timestamp": 1725377226,
  "token": "abcdefghijklmnop123456",
  "data": {
    "id": "12345678",
    "call_id": "123456789",
    "call_uuid": "CAaeb06cacd3e82e839ed5b850df61a472",
    "content": "Create an engineering escalation ticket flagged as high priority for the webhook event delivery problem affecting customer's production workflow.",
    "number_id": 1144850,
    "created_at": "2026-04-28T11:53:45.815Z"
  }
}