⚠️ Note: Queue Voicemail is supported only for self-created queues. Marketplace queues do not support voicemail.
Two Main Modes for Voicemail
1. Auto Accept Mode (Voicemail Without Scheduling)
This mode doesn’t require scheduling. Instead, the system automatically answers calls and plays your chosen audio. You can configure it in two ways:
Auto Accept with Hold Music (Live Queue)
Call is answered immediately.
A text-to-speech greeting, uploaded audio, or recorded message plays (e.g., “Thanks for calling _______ Agency, please hold while we connect you to an agent”).
Hold music plays until an agent picks up.
This is ideal for normal customer support queues.
Auto Accept with “Is Voicemail” Enabled
Call is answered immediately.
Greeting plays (text-to-speech, uploaded, or recorded).
Instead of hold music, enabling Is Voicemail makes the system beep and begin recording a voicemail after the greeting.
Example: “Thanks for calling ________ Agency. All our agents are busy right now, but you can leave us a message and we’ll call you back.”
⚠️ Important: Uploaded audio and music cannot be combined. If you enable voicemail, the system will wait until the greeting (text-to-speech or uploaded audio) finishes before playing the beep and recording. Avoid using long files, since callers may hang up before reaching voicemail.
2. Scheduled (After-Hours) Mode
This mode requires enabling scheduling in the queue settings. It lets you handle calls differently during and outside of business hours.
During Scheduled Hours (e.g., Mon–Fri, 9–5)
Calls follow your normal queue setup (Auto Accept with/without voicemail, as configured).
Outside Scheduled Hours
Calls follow the After Hours Call Flow you define.
You can set a text-to-speech or uploaded greeting (e.g., “You’ve reached ______ Agency after hours. Our office is open Mon–Fri, 9–5.”).
Optionally enable voicemail: after the greeting plays, the system will beep and record the caller’s message.
Order of playback is always:
Text Greeting → Uploaded Audio (if any) → Music (if enabled) → Voicemail Beep & Recording.Remember: greetings and music cannot be combined into a single sequence.
Step-by-Step Setup
Access Your Call Queues
Go to Call Routing > Queues and select the queue you want to configure.Configure Auto Accept or Schedule Mode
For Auto Accept Mode: go to call routing and enable Auto Accept in queue settings.
For Scheduled Mode: open the Schedule tab, enable After Hours, and set your business hours.
Add a Greeting
Choose one of:Type a Message → converts to audio via text-to-speech.
Upload Audio (MP3/WAV).
Record Message directly via microphone.
Enable Voicemail (Optional)
Toggle Is Voicemail in queue settings (for Auto Accept).
Or enable Voicemail in After Hours settings (for Scheduled Mode).
System plays greeting/audio first → then beeps → records message.
Customize Hold Music (Optional)
Available when Is Voicemail is off.
Choose default system music or upload your own.
Enable Auto Accept for Agents (Recommended)
Routes calls to available agents instantly without requiring manual pickup.
Checking Voicemail
To check your voicemail, go to the Voicemail tab on the left. In the upper-right corner, switch from Individual to Queue, and you will see your queue voicemails.
Best Practices
Test thoroughly: Place calls during business hours and after hours to confirm routing and voicemail behavior.
Keep greetings short & clear: Avoid long audio before voicemail, since callers may hang up.
Don’t combine audio types: Use either uploaded audio or music, not both.
Update regularly: Adjust schedules, greetings, and music as business needs change.
Professional voicemail: Always include your business name, reason for voicemail, and expected callback time.