⚠️ 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.
Instead of hold music, the system beeps and begins recording a voicemail after the greeting.
⚠️ Important: Uploaded audio and music cannot be combined. If you enable voicemail, the system will wait until the greeting 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: Calls follow your normal queue setup.
Outside Scheduled Hours: Calls follow the After Hours Call Flow you define — typically a different greeting and voicemail recording.
Order of playback is always: Text Greeting → Uploaded Audio → Music (if enabled) → Voicemail Beep & Recording.
Settings Reference
All of the following live in Call Routing → Queues → [your queue] → Edit:
Greeting input — pick one: Type a Message (text-to-speech), Upload Audio (MP3/WAV), or Record Message via microphone.
Is Voicemail toggle — on = beep and record after greeting; off = hold music after greeting.
Auto Accept toggle — system answers the call automatically before agent pickup.
Schedule tab — enable After Hours, set business hours, and define the After Hours Call Flow.
📌 Where to listen back: Go to the Voicemail tab on the left sidebar. In the upper-right, switch from Individual to Queue to see queue voicemails.
Pattern: Stop a Queue From Idling Indefinitely
If your agents step away and an inbound call rings in an empty queue forever, it's a bad caller experience. The fix is to drop unanswered calls to voicemail.
Add a Voicemail Fallback to the Queue
Open your queue in Call Routing → Queues.
Enable Auto Accept in queue settings.
Set a greeting: e.g., "Thanks for calling [Agency]. All our agents are busy right now — please leave a message and we'll call you back."
Toggle Is Voicemail = on.
Save.
✅ When no agent picks up, the caller hears the greeting and leaves a voicemail rather than ringing forever.
Pattern: Keep Callers Warm During Business Hours
If you expect reliable pickup and just want callers to hear a branded greeting while they wait:
Enable Auto Accept.
Set a greeting: e.g., "Thanks for calling [Agency], please hold while we connect you to an agent."
Leave Is Voicemail = off so hold music plays after the greeting.
Save.
⚠️ This is not a substitute for the idle-protection pattern above. If no agent picks up, the caller stays on hold indefinitely. If pickup isn't reliable, combine this with the voicemail fallback pattern, or use Scheduled Mode for after-hours coverage.
📌 If Auto Accept isn't routing to your agents: there's an account-level setting (related to billing-restricted queues) that may need to be adjusted on our side. Contact support and we'll take care of it for you.
Can an Auto-Accept Greeting Capture TCPA Consent?
No. An auto-accept greeting can play a TCPA disclosure ("This call may be recorded for compliance and quality purposes...") but it cannot legally capture express consent on its own — there's no two-way confirmation from the caller.
Use auto-accept for routing/greeting purposes only. If you need to capture consent:
Route to a live agent who reads the disclosure and verbally confirms consent.
Use a dedicated consent-IVR vendor that records affirmative caller response.
Dealing With Voicemail Spam or Abuse
If a specific number or robocall pattern is filling your queue voicemail box with junk (e.g., area-code-matching spam that mimics your DIDs):
Block known offenders yourself — add the numbers to your agency Suppression list and attach it as a Block Leads List on the queue. Full walkthrough in Blocking End-to-End — The Complete DNC & Suppression Guide.
For broad patterns, contact support with examples and timestamps. We can apply suppression at the queue level or coordinate to block the pattern.
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.