VoiceMail
4 min
Overview
The Voicemail feature allows callers to leave a recorded message when agents are unavailable (e.g., outside of business hours or when all agents are busy). Supervisors can later access these messages and respond, ensuring no customer inquiry is lost.
How It Works
When a call is routed to a voicemail node in the call flow, the caller hears a prompt and can leave a message. The system saves the recording as a .wav file. Supervisors access these voicemails through the Voicelogs tab in their console, where they can play, download, or delete the messages.
Prerequisites
- A routing nodeflow must be configured by an administrator to include a voicemail path.
- Audio prompts for instructing callers must be uploaded.
Configuration Steps
- Voicemail Access (Supervisor): This is a built-in feature and does not require configuration to access.
- Location: Supervisor > VoiceMail
- Action: Navigate to the VoiceMail tab. Use the search filters to find specific voicemails and use the Play, Download, and Delete icons to manage them.
Use Cases
- After-Hours Support: A customer calls a business after closing time and is automatically directed to leave a voicemail for a callback.
- Queue Overflow: During unexpected peak call volumes, callers can be offered the option to leave a voicemail.
Benefits
- Capture All Customer Inquiries: Ensures that every customer has an opportunity to leave a message, preventing lead loss.
- Improved Customer Satisfaction: Gives customers an alternative to abandoning a call, showing that their inquiry is valued.
- Operational Flexibility: Allows businesses to manage customer service outside of standard operating hours.
Have a question?
Our knowledgeable support team and an awesome community will get you an answer in a flash.
To ask a question or participate in discussions, you'll need to authenticate first.