About this tab
When a contact calls back one of a Campaign's numbers and no agent is free, the caller can leave a voicemail of up to 2 minutes. Each voicemail shows here, with the caller's number, the matched Record, the Campaign, and a player. The Voicemails item in the menu shows a New badge with the number of new voicemails; it refreshes on its own.
Voicemails also show in Call Logs as type Voicemail, with playback.
Who can access it
All roles: Agent, Admin, Super Admin, Account Owner, System Admin.
- Agents see the voicemails of the Campaigns they are assigned to. Voicemails assigned to them are listed on top, under Assigned to you; the rest are under Other voicemails.
- Account Owner, Super Admin, Admin, and System Admin see every voicemail, can filter by Campaign, and can assign a voicemail to an agent.
Step by step
- Open Voicemails.
- Optionally filter by Campaign (managers) and Status.
- Click play to listen. If transcripts are on for the Campaign, read the Transcript column.
- Take the voicemail:
- Agent: click Claim on a New voicemail that nobody holds yet.
- Manager: click Assign to agent and pick an agent on that Campaign. Click Reassign to move it to another agent.
- Click Call back. The call goes out from the Campaign's number, only to the number that left the voicemail. Once the call is placed, the status changes to Called back.
- Click Mark done when the voicemail needs nothing more.
- If the caller asked not to be called again, click Mark as DNC and confirm.
Statuses
New → Assigned (a manager assigned it to an agent) or Claimed (an agent took it) → Called back → Done.
Every change keeps who made it and when, and is written to Audit Logs under the Voicemails module.
Fields explained
- Caller: The number that called and left the voicemail.
- Matched lead: The Record with that number, or No match.
- Campaign: The Campaign whose number was called.
- Time / Length: When the voicemail was left and how long it is (up to 2 minutes).
- Play: Listen to the voicemail.
- Transcript: The voicemail as text, when Voicemail transcripts is on for the Campaign. Off means transcripts are not turned on.
- Status: New, Assigned, Claimed, Called back, or Done.
- Assigned to: The agent who holds the voicemail. You means it is yours.
- Claim: For agents. Takes a New voicemail that nobody holds.
- Assign to agent / Reassign: For managers. Only agents on that voicemail's Campaign can be picked. Assigning also puts a Callback badge on the Record for that agent, in the contact card and in Lists & Import.
- Call back: One call from the Campaign's number to the caller. Not shown for a voicemail held by another agent.
- Mark done: Closes the voicemail. The Record's Callback badge is cleared.
- Mark as DNC: Adds the caller's number to the internal DNC list. It will not be dialed again from any Campaign.