# 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.

*Release 3.3 · admin, operator, visitor*

**Settings › Voice › Voice Numbers**

## 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

1. A configured unavailable action or queue timeout sends the caller to voicemail.
2. INSIDE temporarily postpones assignment while the message is being captured.
3. The caller hears the selected greeting, followed by a beep, and records their message.
4. The provider returns the recording and, if enabled, its transcription.
5. 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

### This feature uses

- **Requires** [Voice provider accounts and telephone numbers](RTC-001.md): Voicemail uses the configured telephone number and provider account.
- **Configured in** [Roles and permissions](ADM-008.md): Voice permissions control operator access to voicemail work and outbound follow-up.
- **Configured in** [Telephone business hours and fallback handling](RTC-002.md): Voicemail can be selected outside business hours or when no operator is available.
- **Configured in** [Voice queue and call offers](RTC-003.md): Voicemail can be the fallback when maximum queue waiting expires.
- **Configured in** [Telephone music and greetings](RTC-012.md): Reusable voicemail greetings and end messages are selected for each number.
- **Works better with** [Postponing conversations](CHAT-012.md): Operators can postpone voicemail work for later follow-up.
- **Works better with** [Outbound calling permissions and restrictions](RTC-005.md): Operators can make an outbound call to follow up the message.
- **Works better with** [Telephone call transfers](RTC-007.md): Operators can transfer voicemail work for another operator to handle.
- **Works better with** [Telephone transcription](RTC-014.md): Recording transcription adds text to the conversation when enabled and returned by the provider.
- **Related** [Conversation history and search](CHAT-024.md): Use conversation history to review voicemail recordings and saved transcription.

### Used by

- **Enhances** [Incoming chats and calls](CON-019.md): Voicemail work has its own acceptance presentation.
- **Enhances** [Postponing conversations](CHAT-012.md): Voicemail work has specialised postponement handling.
- **Enhances** [Voice Autopilot call handling](AI-013.md): The agent can redirect a caller to voicemail recording.
- **Enhances** [Voice Autopilot connection setup](AIP-025.md): An enabled voicemail action can redirect the caller to recording.
- **Enhances** [Telephone business hours and fallback handling](RTC-002.md): Voicemail can capture calls outside hours or when no operator is available.
- **Enhances** [Voice queue and call offers](RTC-003.md): Voicemail is an available timeout fallback.
- **Enhances** [Telephone music and greetings](RTC-012.md): Voicemail uses greeting and end messages.
- **Enhances** [Telephone transcription](RTC-014.md): Recording transcription can also supply voicemail text.
- **Enhances** [Voice, video and live show reports](REP-027.md): 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.