Call flows
Call Flow Voicemail
A Voicemail node records the caller after a menu, ring attempt, business-hours check, or any other branch where a human is not available.
Before you begin
- Prepare a voicemail greeting audio file if you need a custom message.
- Decide which branches should end at voicemail.
- Confirm the inbox team knows how voicemail-related calls are reviewed.
Where to find it
Open the inbox call-flow builder and add or select a Voicemail node.
Step-by-step
- Add the Voicemail node.
- Attach a greeting resource if needed.
- Connect the branch that should send callers to voicemail.
- Use voicemail after no-answer, after-hours, or menu choices where leaving a message is the best outcome.
- Save the draft.
- Publish the flow when ready.
What happens next
- Calls that reach voicemail can be tracked as voicemail or unhandled outcomes depending on inbox settings.
- The caller hears the configured greeting before leaving the message.
- The team can follow up from call history and related conversations.
Best practices
- Tell callers what information to leave.
- Use different greetings for after-hours and busy branches if needed.
- Review voicemail follow-up as part of the daily routine.
Troubleshooting
- If saving fails, check whether required greeting settings are missing.
- If callers bypass voicemail, check flow connections and published version.
- If voicemail calls are not visible in filters, review unhandled dispositions.