IVR node: Voicemail

The Voicemail node records a message from the caller when nobody can take the call at that moment (after hours, full queue, etc.). It plays a greeting, records what the caller says up to the configured limit, and can optionally transcribe the recording with AI, email an admin, and create a conversation in the inbox so an agent can follow up.

Requirements

• A greeting message (text or audio) to let the caller know they're about to leave a message.
• For automatic transcription, the AI model must be configured by the workspace admin at admin.omnifox.io/admin/ai-configuration.

Steps

1. Open Settings → Channels → (your calling channel) → IVR workflow editor.
2. Drag the Voicemail node onto the canvas, at the point where the call should land if no one answers.
3. Write the Prompt that plays before recording starts (e.g. "We can't take your call right now, please leave a message after the tone").
4. Pick a voice from the voice selector.
5. Adjust Max duration and Stop on silence based on how long you want the message to be.
6. Turn on Transcribe recording with AI, Email the admin, and/or Create a conversation in the inbox as needed.
7. Save and publish the flow.

Configuration

• Prompt: greeting played before recording starts.
• Max duration (seconds): recording cap (10 to 600 seconds).
• Stop on silence (seconds): how many seconds of silence to wait before cutting the recording; 0 disables this and it only stops at max duration or on the #/* key. 3 to 5 works well for most messages.
• Transcribe recording with AI: automatically converts the audio to text once it's done.
• Email the admin: sends an email when a new message comes in.
• Create a conversation in the inbox: generates a conversation in the Inbox so an agent can review and reply.

Example

Outside your business hours, a Schedule node routes the call to a Voicemail node with the prompt "Our hours are 9 to 6, leave your question and we'll get back to you as soon as we open", a max duration of 90 seconds, transcription on, and a conversation created in the inbox so the team can reply the next day.

Tips

• Pair it with a Schedule or Condition node beforehand, so the voicemail only kicks in when no one is really available.
• If you enable transcription, make sure the workspace's AI model is configured; otherwise the message still gets recorded, just without transcribed text.

Troubleshooting

• The recording is empty or the node fails to generate the greeting audio: check that the Prompt field isn't empty and that the chosen voice is still available.
• The conversation doesn't reach the Inbox: confirm Create a conversation in the inbox is turned on and the channel has the inbox enabled.