Voicemail: enabling it, receiving messages, transcription, and email alerts

Voicemail lets a customer record a message when no one is available to take the call, instead of hanging up with nothing to follow up on. The message is saved, shows up as a conversation in your inbox, and can be transcribed automatically with AI.

Requirements

• A connected calling channel with its own IVR flow.
• Permission to edit the channel's IVR (Channel settings → IVR).
• An active AI agent if you want automatic transcription of the message.

How to enable it

1. Go to Channels → the voice channel → the IVR tab.
2. In the visual flow editor, add a Voicemail node at the point where you want to offer it (for example, after "no one answered" or as a menu option).
3. Set the greeting the caller hears before recording.
4. Set the maximum message length (defaults to 120 seconds).
5. Optional: turn on silence detection so the recording stops on its own once the caller stops talking.
6. Turn on "Email alert" if you want the team notified by email.
7. Pick an AI agent for automatic transcription if you need it.
8. Save and publish the flow.

What happens when a customer leaves a message

• The audio is saved and shows up as a new message in the contact's conversation, inside the inbox.
• If you turned on the email alert, workspace admins/owners get an email letting them know a new message is waiting.
• If you assigned an AI agent for transcription, the message's text is added to the conversation automatically in the background.

Concrete example

Outside business hours, the IVR says: "No agents are available right now. Please leave your message after the tone." The customer records their question. Minutes later, the team gets an alert email and sees the conversation in the inbox with the audio and its transcription, ready to reply over WhatsApp.

Tips

• Keep the greeting short and clear: tell the customer what to say (name, reason for calling, best time to call back).
• Pair voicemail with the Callback Queue so nothing falls through the cracks.
• Check periodically that the alert email isn't landing in spam.

Troubleshooting

• The alert email isn't arriving: check that the option is enabled on the node and that your user has admin/owner role in the workspace.
• No transcription is showing up: confirm you picked an AI agent on the node; without one assigned, no transcription is generated.
• The message cuts off too early: check the configured maximum duration and whether silence detection is too sensitive.