More information: Provision unified routing

You must be on the latest version of the product to use voicemail.

The voicemail will be offered if the agent isn't available. The bot can't offer to take a voicemail.If the customer is unable to record the voicemail, an automated message is played for the customer that informs the voicemail couldn't be recorded and they should call back again.However, the recording will include voicemail only. The transcript includes any conversation, such as conversation with the bot that occurs before the voicemail. Voicemails will always be transcribed irrespective of whether you've enabled the voice call transcription.If you don't want to use the out-of-the-box prompt for the voicemail, you can customize it in the automated message or workstream settings.Voicemails can be recorded for up to five minutes only.The salient features of voicemail are as follows:

You can reduce on-hold calls when customers communicate their concerns promptly through voicemails and call back later for a status check. Voicemails help your customers leave messages for agents when they come across long wait times or their direct calls to agents are unanswered.

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