Phone basics
Voicemail
Voicemail gives callers a fallback when the team is unavailable, after hours, or when a call flow intentionally sends callers to leave a message.
Before you begin
- Create or choose the inbox that should receive voicemail.
- Prepare a greeting audio attachment for call-flow voicemail if you want a custom greeting.
- Decide which call outcomes should count as unhandled in the inbox.
Where to find it
Voicemail can be part of the inbox call flow. Use the call-flow builder and add a Voicemail node, or rely on voicemail as the after-hours or fallback behavior in your flow.
Step-by-step
- Open the target inbox.
- Open the call-flow builder.
- Drag in a Voicemail node or select the existing voicemail step.
- Attach or update the greeting audio if a custom greeting is needed.
- Connect the previous call-flow branch to voicemail.
- Save the draft, then publish the flow.
What happens next
- Calls routed to voicemail can appear in call history and unhandled filters.
- Voicemail outcomes can be included in the inbox unhandled disposition settings.
- Teams can use call history and conversations to follow up after the caller leaves a message.
Best practices
- Keep greetings short and say when callers should expect a response.
- Send urgent callers to another branch before voicemail if you have on-call coverage.
- Review voicemail-related missed calls at the start of each day.
Troubleshooting
- If callers do not reach voicemail, check the published call flow connections.
- If the greeting is wrong, update the voicemail audio attachment and republish.
- If voicemails do not show as unhandled, check the inbox unhandled disposition settings.