Voicemail, call recording and transcripts
Take voicemails with your own greeting, record calls with a notice to the caller, and turn recordings and voicemails into text on the ticket.
On this page
Voicemails and call recordings are saved on the call's ticket, where agents play them. Transcripts appear under them once they are ready, usually a minute or two after the call.
Voicemail#
Voicemail is a step in the call flow, so you choose where callers reach it: after a queue nobody answered, outside business hours, or as a menu option. Open the line's Call flow tab and click the Voicemail step, or add one with +. See Call flows and phone menus.
Greeting: text read aloud in a female or male voice, or an MP3 or WAV recording you upload. Say who you are and when you will call back.
Let callers leave a message: on records a message after the greeting; off plays the greeting and ends the call.
Longest message: 10 to 300 seconds.
A voicemail opens a ticket, or joins the caller's recent call ticket, with the recording and, if voicemail transcription is on, its text. In reports, a call that went to voicemail counts as missed.
Record calls#
On the voice line's General tab, turn on Record incoming calls, Record outgoing calls or both, then save.
The Recording notice is read to the caller before a recorded call is connected, for example "This call may be recorded." Write your own in the box.
During a call the agent can pause the recording and start it again from the call bar, for example while a customer reads out an address. Recording pauses on its own while the caller is on hold. See Answer and make calls.
Your business is responsible for getting consent to record where the law requires it; some states and countries need every party on the call to agree. Never take payment card details on a recorded call: pause the recording first, or ask the customer to pay another way.
Transcripts#
On the line's General tab:
Transcribe recorded calls turns each call recording into text.
Transcribe voicemails does the same for voicemails. It is on for new lines.
Transcripts are made by the carrier and can contain mistakes, especially with names, order numbers and background noise. Play the recording when the detail matters.
Who can hear recordings#
Anyone who can open the ticket can play its recordings. Each recording is a file with a long private link; anyone who has the link can play it, so do not paste it outside the helpdesk.
Related articles
- Call flows and phone menusBuild what callers hear and where each call goes: hours, menus, queues, voicemail, forwarding and more, as a tree of steps you edit on the voice line's page.
- Take phone calls in the helpdeskPut a voice line on one of your numbers so calls ring your agents in the browser, every call becomes a ticket, and you control greetings, queues, voicemail and recording.
- Answer and make callsTake calls in the browser, from the incoming call banner to the call bar (mute, hold, record, transfer, hang up), call a customer from a ticket, and fix calls that do not ring.
- Call queuesQueues hold callers and ring your agents. Choose who rings, one at a time or all at once, how long callers wait, priority, capacity, wrap-up time and hold music.
Still stuck?
Write to the Growth Dept team and a person answers. Say which helpdesk you work in and what you were trying to do.