Why are my Aircall calls missing?

Airspeed ingests your Aircall calls automatically, but several conditions must be met for a call to appear. Below are the most common reasons calls go missing, and what you can do about each one.

1. Your email in Airspeed does not match your email in Aircall

When Airspeed fetches calls from Aircall, it checks the email address of the Aircall user who handled the call against the list of Airspeed users who have call recording permission. If the two emails do not match exactly, the call is skipped.

Common causes:

• The user has different email addresses in Aircall and Airspeed (e.g. a personal address in one and a work address in the other)

• The Aircall user account belongs to a shared inbox or team number rather than an individual

What you can do:

• Check the email address on your Aircall user profile and make sure it matches exactly what is in Airspeed (Settings → Users)

• If you use a shared Aircall number, contact us — we can investigate whether those calls can be attributed correctly

2. The user does not have call recording permission in Airspeed

Only users with a Recording seat in Airspeed are included when calls are fetched. If a user's seat type is set to anything other than Recording, their Aircall calls will never be imported, even if everything else is configured correctly.

What you can do:

• Go to Settings → Users and check the seat type for the affected user

• If it is not set to Recording, an admin can update it from that same page

3. The call was too short

Airspeed only imports Aircall calls that are at least 60 seconds long. Shorter calls — missed calls, brief check-ins, or calls that went to voicemail — are filtered out before ingestion.

What you can do:

• Check whether the missing call was under a minute in Aircall's own call log

• If the call was longer than 60 seconds and is still missing, move on to the other checks below

4. The call was not recorded in Aircall

Airspeed requires an audio recording to process a call. If recording was disabled for the call in Aircall — either for the number, the user, or the specific call — there is nothing for Airspeed to import.

What you can do:

• Check the call in Aircall's Activity Feed and confirm a recording exists

• If recording is not enabled on your Aircall numbers, enable it in your Aircall settings. Note that recordings are only available for calls made after recording is turned on

5. The call is marked as private or is not visible to you

Even if a call was successfully imported into Airspeed, it may not be visible to everyone. Calls can be set to private by the participant or by an admin, in which case only the participants and admins can see them.

What you can do:

• Ask the call participant or an admin to check whether the call exists in Airspeed with a private visibility setting

• Admins can review and change call visibility from the call page

6. The Aircall integration was not connected when the call happened

Airspeed only ingests calls that occurred while the integration was active. Calls made before the integration was set up are not backfilled automatically.

Note: If you recently reconnected the Aircall integration (e.g. after rotating a token or reinstalling), calls made during the gap will also be missing.

What you can do:

• Check when the integration was first connected in Settings → Organizational → Aircall

• If you need historical calls imported from before the integration was live, contact us and we can look into a manual backfill

Still need help? If you've checked the above and calls are still missing, please reach out to us with:

• The date and approximate time of the missing call

• The email address of the Aircall user who handled it

• A link to the call in Aircall's Activity Feed if available

We'll investigate and get it sorted for you.