How to add voicemail

Voicemail allows callers to leave you a message when you can’t get to the phone. Voicemail can be part of a regular call flow, but is also commonly used to divert callers who ring outside of your regular business hours to leave a message so you can call them back the following day.

Follow the steps below to learn how to add voicemail. To learn how to manage your voicemail messages once received, please view our article on How to Manage Voicemails.

Step 1 - Under the Phone System menu, select Callflows.

Step 2 - Find the callflow you want to modify and click the edit button.

Step 3 - In your callflow, click on the widget selection button and drag a voicemail widget to the canvas.

Place the widget underneath a dial widget, queue widget or IVR menu and connect the widgets together. 

Step 4 - Click on the voicemail widget, name this widget if required, then enable the Custom Voicemail message field to upload your voicemail message.


Step 5 - If you want to be sent an email notification of this voicemail, enable the option for Send email notification. Then enter the email address and any CC emails that you want the voicemail to be sent to. Separate multiple emails with commas.

Important note - if a caller reaches your voicemail notification but hangs up without recording a voicemail, you will still receive the email above, but the voicemail link may have no file attached (or play the call recording if this feature is enabled).

If this occurs, please cross reference this call in your Inbound Calls report and ensure this call has a valid voicemail against it.

  

Step 4 - Click anywhere on the canvas to save the widget. Your callflow should now be at 100%.

You can save the callflow as a draft OR save as available to make the change live on all associated phone numbers.

Saving your callflow automatically creates a new version so that you can easily roll back any changes.