Voicemails

When a transfer goes unanswered, a caller asks to leave a message, or a call arrives after hours, your AI agent can capture a voicemail.

The voicemail inbox

Voicemails is a dedicated inbox: each item shows the caller, the agent that captured it, duration, and a transcription with an AI summary. Unheard items are highlighted; playing or marking one keeps the team's view in sync.

Working a voicemail

For each voicemail you can:

• Play the audio and read the transcription side by side.
• Mark it heard / unheard.
• Log the follow-up action you took — returned the call, sent a text, created a task, escalated, resolved, marked spam, or blocked the caller — optionally with a note, so teammates see it's handled.
• Jump to the full call record it came from.

Where voicemail behavior is configured

Voicemail capture is a per-agent setting — see AI Agents. Pair it with business hours so after-hours callers get a courteous message and a recording prompt instead of a transfer that can't succeed.

Automation

Voicemail events can fire webhooks (e.g. voicemail.received) so you can create tickets or notify an on-call channel the moment a message lands.