Voicemail

Configuring voicemail settings and listening to messages left by callers.

This guide covers Desktop, iOS, and Android. Where the experience differs, platform-specific instructions are noted.

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 admins: configuring voicemail

In Settings, you will find two voicemail options:

• Queue timeout — how many seconds the system rings users before sending the caller to voicemail (30–300 seconds)
• Max voicemail duration — the longest recording a caller can leave (30–300 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 users: listening to voicemails

Voicemails appear in the Calls section alongside regular calls, marked with a voicemail indicator.

Open a voicemail entry to:

• Play the recording — audio plays through your device’s speaker or headset
• Read the transcript — if transcription is enabled, the system automatically generates a text version
• Write follow-up notes — just as you would for a live call

Playback by platform

On Desktop: Click the voicemail entry in the Calls page. Use the audio player controls to play, pause, and seek.

On iOS: Tap the voicemail entry in the Calls tab. Tap the play button to listen. Transcript appears below when available.

On Android: Tap the voicemail entry in the Calls screen. Use the built-in audio player. Transcript appears in the same view.

Responding to callers

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

Voicemail storage

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