Voice includes a voicemail mailbox for every extension. When a call goes unanswered, callers can leave a message. Messages are stored in Voice, can be delivered to an email address, and are transcribed automatically if AI is enabled on your organization's plan.
This article covers setting up voicemail, recording a greeting, listening to messages, and configuring voicemail-to-email.
Setting Up Voicemail for an Extension
Voicemail is enabled on each extension individually. An admin configures it from the Extensions panel:
- Go to Extensions and open the extension you want to configure.
- Locate the greeting settings. Upload a pre-recorded audio file or use the record-in-browser option to capture a greeting.
- Save. The extension now has voicemail active.
If no custom greeting is uploaded, callers hear a default system greeting.
Recording an Extension Greeting
You can record a greeting directly in the admin interface:
- Go to Extensions and select the extension.
- In the greeting section, click Record Greeting.
- Follow the prompts to record via your microphone.
- Review the recording and save it.
Alternatively, upload an audio file if you prefer to record offline or use a professional recording.
Listening to Voicemail Messages
Users can access their voicemail messages in the Voicemail section of the Voice app:
- Go to Voicemail in the navigation.
- Messages appear in a list sorted by date. Each entry shows the caller's number, the date and time, and the duration.
- Click a message to play the audio.
- If transcription is enabled, the text of the message appears alongside the audio player.
- Mark messages as read or delete them once you've handled them.
Voicemail-to-Email
Voice can automatically email each new voicemail to a designated address, with the audio attached and the transcript included in the email body.
To enable voicemail-to-email:
- Go to Org Settings > Voicemail.
- Turn on Voicemail to Email.
- Enter the email address that should receive the messages.
- Save.
This sends all new voicemails across the organization to the same address. It is typically used to send messages to a shared mailbox or a help desk email.
Voicemail Transcription
When AI is enabled on your plan, Voice transcribes voicemail messages automatically. Transcription runs within seconds to about a minute after a message is left. The transcript appears in the message detail view and is included in the voicemail-to-email delivery.
If transcriptions are not appearing, confirm that AI is enabled on your org and that the transcription provider is set under Org Settings.
Forwarding and Downloading Voicemail
From the voicemail detail view, you can:
- Download the audio file to your device.
- Forward the message to another extension or email address.
- Delete the message when it's no longer needed.
FAQ
Can each user have their own voicemail greeting? Yes. Each extension has its own greeting. Admins set it from the Extensions panel. If a user has access to their own extension settings, they can record it themselves.
How long are voicemail messages kept? Voicemail retention follows the same recording retention settings as call recordings. Check Compliance Config for your organization's retention preset. Messages beyond the retention window are deleted unless legal hold is enabled.
What happens to voicemails when someone is on Do Not Disturb? When DND is on, calls that would normally ring the extension are sent directly to voicemail. See Do Not Disturb for full details.