How Voicemail Is Triggered
A caller may reach voicemail when:
A call type includes a voicemail action
A transfer attempt is skipped or unsuccessful
Your live receptionist instructions route certain calls to voicemail
Voicemail is not automatic for all calls. It depends on your configured handling rules.
What Happens After a Voicemail Is Left
When a voicemail is recorded:
The message is saved in your portal.
Notifications are sent based on your settings.
If enabled, the voicemail is transcribed.
Voicemail records are available under:
Activities → Voicemails
Each entry includes:
Caller ID
Date and time
Duration
Audio playback
Transcription (if enabled)
Notes section
Managing Voicemail Notifications
Voicemail notification recipients are configured at the contact level.
To update voicemail notifications:
Go to Contacts in your portal
Select a contact
Click Edit Contact > Call Handling
Under voicemail settings:
Assign a voicemail box
Add email addresses or phone numbers for notifications
Notifications include:
Caller name
Phone Number
Date/Time
Transcription (if enabled)
Multiple recipients may be added.
Voicemail Visibility in the Portal
Portal visibility is managed separately from notification delivery.
To grant portal access:
Go to Settings → Voicemail Settings.
Select the voicemail box.
Assign the users who should have access.
Save changes.
Only assigned users can view that voicemail box in the portal.
Voicemail Transcription (Optional Add-On)
Voicemail Transcription converts audio messages into text and includes the transcription in email notifications and the portal.
Subscription:
$12.99/month per voicemail box
Additional voicemail boxes: $6.49/month each
To enable transcription, contact:
Best Practices
Review voicemail settings quarterly to ensure messages route correctly.
Check that voicemail greetings reflect your current business hours or availability.
Use voicemail transcription to speed up response times and keep accurate records.