Voicemail messages and follow-up
Record a caller's message when a live call cannot be answered and present it to operators for follow-up.
What it is
Voicemail captures a telephone message when your number's call handling sends a caller to voicemail. The recording is attached to a voice conversation for an operator to review. You can also request a text transcription.
Who uses it and why
- Callers leave a message when live help is unavailable.
- Operators listen to messages, review any transcription and follow up.
- Administrators with the Settings role choose when voicemail is offered and select its greetings.
Where to find it
At Settings › Voice › Voice Numbers, edit a number. Choose Voicemail in the relevant Business Hours action or the Assignment tab's Fallback.
Select Voicemail Greeting Message and Voicemail End Message on Music & Greetings. Enable Recording Transcription is on Number Setup. Operators open accepted voicemail work in the Voicemail console.
How it works
- A configured unavailable action or queue timeout sends the caller to voicemail.
- INSIDE temporarily postpones assignment while the message is being captured.
- The caller hears the selected greeting, followed by a beep, and records their message.
- The provider returns the recording and, if enabled, its transcription.
- The operator accepts the voicemail work and uses the audio player to listen. Transcription appears in the conversation when it arrives.
When transcription is off, finishing the recording clears the temporary postponement. When it is on, a returned transcription clears postponement. Audio and text can become available at different times.
Configure it
Choose the voicemail entry points for the number and save. Create suitable audio or spoken prompts in Settings › Voice › Music & Greetings, then select them on the number.
Turn on Enable Recording Transcription if the number should request text as well as audio. Operators need outbound permission to use Call Back for follow-up.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Recording Transcription | Settings › Voice › Voice Numbers › Number Setup | website | Off | Settings role | Requests text transcription of call and voicemail recordings for this number. |
| Voicemail Greeting Message | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the greeting played before the voicemail recording beep. No custom greeting plays when none is selected. |
| Voicemail End Message | Settings › Voice › Voice Numbers › Music & Greetings | website | Not set | Settings role | Selects the message played after voicemail capture finishes. No end message plays when none is selected. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Select voicemail fallbacks, greetings and recording transcription for a number. |
| Voice | Accept and handle voicemail work in the voice console. |
| Allow Outbound | Make an outbound follow-up call from an available calling number. |
Limits and good to know
- Standard voicemail capture stops after 5 seconds of silence and has a maximum length of 180 seconds.
- Recording begins after a beep.
- A transcription is optional and may arrive after the recording.
- Voicemail is recorded work, rather than a live caller waiting for immediate conversation.
- Ask Powerfront to confirm voicemail retention for your setup before relying on automatic audio deletion.
Depends on and works with
+2 more · this feature uses
- Telephone music and greetingsConfigured by
Reusable voicemail greetings and end messages are selected for each number.
- Telephone transcriptionEnhances
Recording transcription adds text to the conversation when enabled and returned by the provider.
+1 more · used by
- Voice, video and live show reportsEnhances
Voicemail handling supplies follow-up activity.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Voice permissions control operator access to voicemail work and outbound follow-up.
- Postponing conversationsEnhances
Operators can postpone voicemail work for later follow-up.
- Conversation history and searchRelated
Use conversation history to review voicemail recordings and saved transcription.
- Voice provider accounts and telephone numbersRequires
Voicemail uses the configured telephone number and provider account.
- Telephone business hours and fallback handlingConfigured by
Voicemail can be selected outside business hours or when no operator is available.
- Voice queue and call offersConfigured by
Voicemail can be the fallback when maximum queue waiting expires.
- Outbound calling permissions and restrictionsEnhances
Operators can make an outbound call to follow up the message.
- Telephone call transfersEnhances
Operators can transfer voicemail work for another operator to handle.
- Telephone music and greetingsConfigured by
Reusable voicemail greetings and end messages are selected for each number.
- Telephone transcriptionEnhances
Recording transcription adds text to the conversation when enabled and returned by the provider.
Used by
- Incoming chats and callsEnhances
Voicemail work has its own acceptance presentation.
- Postponing conversationsEnhances
Voicemail work has specialised postponement handling.
- Voice Autopilot call handlingEnhances
The agent can redirect a caller to voicemail recording.
- Voice Autopilot connection setupEnhances
An enabled voicemail action can redirect the caller to recording.
- Telephone business hours and fallback handlingEnhances
Voicemail can capture calls outside hours or when no operator is available.
- Voice queue and call offersEnhances
Voicemail is an available timeout fallback.
- Telephone music and greetingsEnhances
Voicemail uses greeting and end messages.
- Telephone transcriptionEnhances
Recording transcription can also supply voicemail text.
- Voice, video and live show reportsEnhances
Voicemail handling supplies follow-up activity.
FAQ and troubleshooting
Why is there audio but no text?
Check Enable Recording Transcription. Even when enabled, the provider must return a transcription before text can appear.
Why is a voicemail not offered immediately?
INSIDE postpones assignment during capture and transcription so operators do not receive an unfinished message.
Why did recording stop before three minutes?
The standard capture ends after 5 seconds of silence as well as at the 180-second maximum.
How do I finish handling a voicemail?
Listen and complete any follow-up, then use End Conversation. Use Transfer if another operator should handle it.