How It Works
When a caller leaves a voicemail, Abby records the message and (if enabled) transcribes it into text.
You can then choose how and where you’re notified — by email, text, or through your portal activity list.
Voicemail Notifications (Email/Text): Instantly alert specific users when a voicemail arrives.
Voicemail Transcription (Add-on): Automatically transcribes audio messages to and delivers them by email or text.
Voicemail Visibility in Portal: Controls which users can view voicemails under the Activities → Voicemail page.
Managing Who Receives Voicemail Notifications
You can control who receives voicemail alerts directly from a Contact’s settings.
To Set Up or Update Notifications:
In your Abby Portal, go to Contacts.
Select the contact you’d like to update.
Click Edit Contact → scroll to Call Handling.
Under Message Notifications, locate these fields:
Assigned Voicemail – Select the voicemail box linked to that contact.
This determines which voicemail box emails or texts them when a message is left.
Assigned Voicemail Notifications – Add the email addresses or phone numbers that should receive notifications.
These recipients will receive the voicemail message and transcription (if your account includes the add-on).
📩 Notifications Include: Caller name, number, date/time, and (if enabled) voicemail transcription.
Tip: You can add multiple email addresses or phone numbers if several people need to receive notifications.
Granting Access and Viewing Voicemails in the Portal
You can decide which team members can view voicemails directly inside your Abby Portal.
Access is managed from Settings → Voicemail Settings and applies only to portal visibility — not to email or text notifications.
To Grant Access:
Log in to your Abby Portal.
Go to Settings → Voicemail Settings.
Find the voicemail box you’d like to update.
In the Contact field, click and select the user(s) who should be able to view that voicemail box in their portal.
Click Save.
To View Voicemails in the Portal:
Once added to a voicemail box:
Go to Activities → Voicemails.
You’ll see a list of messages for the voicemail boxes you have access to.
Each entry shows Caller ID, VMBox number, duration, transcription (if enabled), and date/time.
Click any voicemail to:
Play the recording
Read the transcription (if available)
Add Notes for tracking follow-up
Note: Adding notes to voicemails helps your team track follow-ups and maintain accurate records.
Upgrade: Voicemail Transcription
Take your voicemail management to the next level with Voicemail Transcription.
Voicemail Transcription Subscription – $12.99/month
Your voicemails are automatically transcribed and delivered in text format via email — perfect for quick review and recordkeeping.
Additional Voicemail Boxes: Add more transcribed mailboxes for your team at half price — just $6.49/month each.
💡Benefits:
Read voicemails instantly — no need to play audio files.
Share or forward messages quickly.
Save time while maintaining professionalism and responsiveness.
To upgrade, contact [email protected] and ask to add the Voicemail Transcription Subscription to your account.
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.