Voicemail
Voicemail setup with call flows, notifications, and voicemail transcriptions.
Voicemail Transcriptions
Your voicemails can be transcribed into text automatically. We use an AI speech-to-text model to turn the voicemail audio into text, so you can read a message instead of listening to it, and search it later. The transcription is included in the voicemail email notification and shown on the voicemail's details, so in most cases you can tell what a caller wanted without playing the recording at all. Enable Voicemail Transcription In Your Call Flow To enable transcriptions, select the Transcriptions option on the Voicemail Step in your Call Flow. Example Voicemail Transcription Once transcriptions are enabled, new voicemails are transcribed as they arrive. The text is added to the voicemail details and sent with the email notification. Transcribing Calls As Well Voicemails are transcribed as a single speaker. Regular phone calls can be transcribed too, and because both sides of a call are recorded on separate audio channels, a call transcript is laid out as a conversation with the caller and the person answering labelled separately. Call transcription is turned on per tracker with Transcribe Call Recordings. See Updating Tracker Settings.
Voicemail Notifications
A voicemail nobody knows about is a missed customer. Set up a notification and every voicemail arrives in your inbox, with the transcription included. Create the Notification Go to Settings → Activity Notifications in your company and press Create Notification. Set: - User — who receives it. Notifications go to users on the account, so if you want them at a shared address like sales@, invite that address as a user first. - Tracker — all trackers, or just one. Use a single tracker when only one campaign matters to that person. - Notification Trigger — choose Voicemails. Press Create Notification and it takes effect immediately. What the Email Contains The email includes the caller's number, which tracker the call came in on, and — if transcription is enabled — the full text of the message. That last part matters more than it sounds: with the transcription in the email, you can usually tell whether a voicemail needs an urgent callback without opening the app or playing the audio at all. More Than One Notification You can create as many as you need, and they're per user. A common arrangement is one person receiving voicemails from every tracker, plus a campaign owner receiving only theirs. To get notified about calls and SMS as well, create separate notifications with the matching trigger — see Call Notifications and SMS Notifications.
Voicemail Overview
When nobody answers, a voicemail is the difference between a missed call and a lead. Every voicemail left on your tracking numbers is collected here, with the recording, a transcription, and a link back to the call it came from. Important Callers can only leave a voicemail if a Voicemail step exists in a call flow that is handling inbound calls. Without one, an unanswered call simply ends. All Your Voicemails Open Voicemails in the navigation bar. Each row shows who called, which tracking number they rang, when, and how long the message runs. Voicemail Details Open a voicemail to see the whole picture: - Call Details — the caller, the tracker, the time, and where they were calling from. - Voicemail — a player with the waveform, so you can skip to where the message actually starts. - Transcription — the message as text, when transcription is enabled on the voicemail step. - Edit Call Details — the same value, tags and notes as any other call, because a voicemail is a call. Reading Instead of Listening Transcription is what makes a voicemail queue quick to work through. Instead of playing each message to find out whether it's a customer or a supplier, you skim the text and play only the ones that matter. The transcription is also included in the voicemail email notification, so you often know what a caller wanted before you open the app at all. See Voicemail Notifications. Voicemails Count as Calls A voicemail is attached to the call that produced it, so it carries the same tracker, source and campaign attribution as any other call, and appears in your call reports. Tagging and valuing a voicemail works exactly as it does for an answered call — worth doing, because a voicemail that turns into a customer is attributable revenue.