Voicemail captures a message from callers when no one answers. This page shows how to add it to a call flow, listen to the messages later, and start from the Voicemail template.

Set up and listen to voicemail

Note

To use the templated setup instead, see: Start from a template.

Voicemail captures a message from callers when no one answers. You define a custom audio greeting the caller hears, choose whether voicemail activates immediately or only after a timeout, and access all recordings from your activity log.

Set up voicemail

  1. Open the Call Flow Builder

    Go to Call handlingCall Flows and click Create, then From Scratch, to start a new call flow, or click an existing call flow to add voicemail to it.

  2. 1Add the Voicemail routing action

    • Click the + button below the Dial destination.
    • Select Voicemail from the Routing Options menu.

    Note

    Add a Dial destination first: below a Dial action, Voicemail picks up the calls no one answers. To send every call straight to voicemail instead, click Voicemail under Instead in the routing step, or start from the Voicemail Call Flow template.

    Select a call-flow action✕

    Enhance the call experience with call add-ons and features

    • Routing Options
    • Voicemail1
    • Add-ons
    • Whisper
    • Call Survey
    The + below Dial offers Whisper, Voicemail and Call Survey. Click Voicemail (1).

  3. Configure the voicemail greeting

    • In Voicemail Audio (1), keep System (the default system audio) or pick your own file, uploaded on the Voicemails tab of the Media Library.
    • Optionally adjust the Call Timeout (2): how long the Dial rings before voicemail picks up (default: 30 seconds; range: 10 to 60 seconds in 5-second increments).
    Voicemail✕
    Voicemail Audio:
    System1
    Call Timeout
    30 Seconds2
    Include Instructions in Message?
    Pick the Voicemail Audio (1) and how long the Dial rings first (2).
    Main lineCall flow is valid. Assign to Tracking Number
    New Call
    Dial
    Main office(415) 555-0110
    Voicemail
    SystemAfter 30 seconds
    Voicemail sits below Dial and takes the calls the main office does not answer.

Listen to voicemails

  1. Open the Calls activity log

    Go to ActivityCalls.

  2. 1Play a voicemail recording

    • Find the call in the list and click play in the Recording column (1).
    • Use the recording player at the bottom right of the screen (2) to play, download, copy a link, or adjust playback speed.
    RecordingCaller NameTracking NumCall Duration
    MCMaya Chen(415) 555-014200:48
    1 call
    200:0000:481x
    Click play (1); the player (2) plays the message and lets you download it, copy a link or change the speed.

Optional: create a saved Voicemail view

If you receive voicemails regularly, save a filtered view for quick access.

  1. Filter your All Calls view and save it

    • In ActivityCalls, apply a filter for voicemail recordings.
    • Click Save as and name the view (for example, “Voicemail Recordings”).
    • Click Save.

🎉 Done. Voicemails are captured automatically whenever a call goes unanswered and will appear in your Calls log.

Detailed guide: Start from a template
Detailed guide: Manage audio files
Detailed guide: Assign a call flow

Start from a template

Note

To build this call flow manually using the full Call Flow Builder instead, see: Set up and listen to voicemail.

Voicemail captures a message from callers. The Voicemail Call Flow template sends every call straight to voicemail with a recorded message (“Send calls directly to voicemail with a recorded message”): it has no Dial action, so it needs no destination number. To ring a destination first and send unanswered calls to voicemail, build the call flow by hand instead (see Set up and listen to voicemail).

  1. Open the template picker

    Go to Call handlingCall Flows, click Create, then select From Template.

  2. 1Choose the Voicemail Call Flow template

    Hover over Voicemail Call Flow and click Use template.

    Call Flow TemplatesStart with a call flow template, customize as you go.
    Sequential Call Flow
    Ring multiple numbers one after the other until answered.AdvancedRouting
    Voicemail Call Flow
    Send calls directly to voicemail with a recorded message.BasicVoicemail
    Weighted Call Flow
    Distribute calls to multiple numbers based on percentage weights.AdvancedDistribution
    Click Use template (1) on Voicemail Call Flow.

  3. 1Check the voicemail message

    • The template is created and named automatically: New Call, a Voicemail block (with Voicemail Audio set to System), then End of Call.
    • To change the message callers hear, pick your own file in the Voicemail block’s Voicemail Audio (1).
    Voicemail Call FlowCall flow is valid. Assign to Tracking Number
    New Call
    Voicemail
    System
    End of Call
    The template's call flow: every call goes straight to voicemail.
    Voicemail✕
    Ring
    DialMultipleSequentialWeighted
    Instead
    Hang upVoicemail

    Sends callers straight to voicemail.

    Voicemail Audio:
    System1
    Pick your own message in Voicemail Audio (1), or keep System.

🎉 Your Voicemail Call Flow is ready. Assign it to a tracking number under TrackingNumbers to go live.

Detailed guide: Assign a call flow
Detailed guide: Manage audio files