Voicemail

When callers can't reach you, voicemail captures their messages so you don't miss anything important. Voicemails show up in your inbox with an audio player and, when transcription is on, a written transcript, so you can read or listen and respond fast.

Setting Up Voicemail#

There are two places to configure voicemail: the call flow builder and the phone number settings. A Voicemail step in your call flow sends callers to voicemail at a point you choose. The phone number's Voicemail settings are the safety net for calls that go unanswered anywhere else, and they also control transcription for every voicemail on that number.

Adding Voicemail to a Call Flow#

Voicemail usually sits at the end of a call flow — after ringing your team or playing an IVR menu. If nobody picks up, the call falls through to voicemail.

1. Go to Settings → Phone Numbers and select your number
2. Open the Call Flow section and click View Complete Flow, or Configure call flow if the number doesn't have a flow yet
3. Add a Voicemail step to your flow

The Voicemail step has two sections, Greeting and Recording:

Greeting — Set what callers hear before the beep. Type a message for text-to-speech or point to an audio file by URL. A greeting is required. New Voicemail steps start with a default message you can keep or change: "Sorry we missed you. Please leave a message after the tone and we'll get back to you."

Recording — Control how the recording works:

• Max length (minutes) — From 0.5 (30 seconds) up to 10, in half-minute steps. New steps default to 5 minutes.
• Stop recording key — The key callers press to finish recording early. Options are # (default), *, or any digit 0-9.

Callers always hear a beep before recording starts. It's their cue to speak, so it can't be turned off.

Phone Number Voicemail Settings#

Each phone number also has a dedicated Voicemail section in its settings. These settings decide whether callers get voicemail when a call goes unanswered outside a Voicemail step — for example when:

• Everyone you rang lets the call ring out
• Nobody is available to ring
• An AI agent or a teammate transfers the caller and nobody picks up

The options:

• Enable voicemail — On by default. Turn it off and callers in those situations won't be offered voicemail. It doesn't stop a Voicemail step in your call flow, so delete that step too if you want no voicemail at all. The other options only appear while it's on.
• Voicemail greeting — A text-to-speech message played before the beep. There's no voice or language picker here, so it's always read by the default English voice. If you need another language, use a Voicemail step in your call flow or point to an audio file. Leave it empty to use the default greeting: "Sorry we missed you. Please leave a message after the tone and we'll get back to you."
• Maximum recording length — Pick from 30 seconds, 1, 2, 3, or 5 minutes. The default is 2 minutes.
• Voicemail transcription — Off by default. Turn it on to automatically transcribe voicemails on this number to text.

Viewing Voicemails#

When someone leaves a message, you get a New Voicemail push notification with the caller's name. You can find voicemails in two places: your Inbox and the Voicemails report.

In Your Inbox#

Voicemails appear in your conversation timeline alongside other calls, labeled Voicemail · Left a message with a voicemail icon. Each voicemail shows:

• When the call came in
• An audio player to listen to the message
• The transcript, if voicemail transcription is on for the number

If a caller reaches voicemail but hangs up without leaving a real message (less than about 3 seconds of audio), the entry shows as Missed call · No message left instead, with no audio player.

Voicemails Report#

Go to Reports, find the 📧 Voicemails card, and click View Detailed Report (it reads View Sample Report while you're viewing sample data) for a dedicated view of voicemails across your phone numbers. This page shows:

• Total voicemail count and combined message duration
• Caller name and number for each voicemail
• The name of the number that received it
• Message length and time received, with relative times (e.g., "5m ago")
• Inline audio player for quick playback
• Filters by date range and phone number

Click a voicemail to open its call details. Voicemails load 20 at a time — click Load More to see older ones.

Auto-Replies for Voicemails#

You can send an automatic text when you miss a call, including calls that went to voicemail. This is great for letting people know you got their call and will call back.

1. Go to your phone number's Auto-Replies section in its settings
2. Find the Missed call auto-reply toggle
3. Enable the auto-reply and write your message

The SMS goes out when the call ends. It's sent for any missed inbound call, whether or not the caller left a voicemail. If you use business hours, you set auto-replies separately for during and after hours.

By default, a caller gets at most 3 auto-replies per hour, and no auto-reply is sent while an AI message bot is handling the conversation.

Best Practices#

Include your business name in greetings — Callers want to know they've reached the right place. Mention your company name and set expectations for a callback.

Keep recordings reasonable — 2-3 minutes is plenty for most voicemails. Longer recordings rarely contain more useful information and take longer to review.

Turn on transcription — It's off by default. Reading a transcript is faster than listening to audio, especially when you're triaging a busy inbox. You can scan the text and prioritize callbacks.

Set up auto-replies — A quick "Got your message, we'll call you back shortly" text goes a long way. It reassures callers that their voicemail didn't vanish into the void.

Review daily — Voicemails from new leads or urgent customer issues need timely responses. Don't let them pile up.

What's Next#

• Call flows — decide when calls fall through to voicemail
• Phone number settings — find the Voicemail and Auto-Replies sections
• Business hours — route after-hours calls straight to voicemail
• Call recording — record live calls, not just voicemails