Voicemail

Configuring voicemail settings and listening to messages left by callers.

When no one answers a call in time, the caller is sent to voicemail. They can leave a recorded message that your team can listen to later.

For operators: configuring voicemail

In Settings, you will find two voicemail options:

• Queue timeout — how many seconds the system rings staff before sending the caller to voicemail. You can set this between 30 and 300 seconds.
• Max voicemail duration — the longest recording a caller can leave, also between 30 and 300 seconds.

You can also record custom voice prompts for the voicemail greeting in each language your hotline supports. If you do not record a custom greeting, the system uses text-to-speech.

Some hotlines operate as voicemail-only services. If this is your use case, set the queue timeout to a short value so callers reach voicemail quickly.

For staff: listening to voicemails

Voicemails appear in the Calls page alongside regular calls. They are marked with a voicemail status so you can spot them easily.

Click on a voicemail entry to:

• Play the recording directly in your browser
• Read the transcript if transcription is enabled — the system automatically generates a text version of the message
• Write follow-up notes just as you would for a live call

Responding to callers

If your hotline has messaging channels enabled (SMS or WhatsApp), you may be able to follow up with a voicemail caller through text. Check with your operator about your team’s callback procedures.

Voicemail storage

Voicemail recordings are stored in your organization’s secure storage. They are encrypted at rest and only accessible to authorized team members.