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Customizing the Voicemail / Not Answered Message (Legacy)


Note: These instructions are applicable to Classic Inbound Routing. To know how to configure voicemail preferences with Studio, please refer to our documentation.


When no agent is available to answer a call, the caller will be redirected to voicemail and the "Voicemail / Not Answered Message" will play (even when voicemail is disabled and the caller is not allowed to leave a recording).

To customize the Voicemail Message your callers hear, please follow these instructions:


  • Log in to your Talkdesk account as an administrator.
  • Select the 'Admin' section [1].
  • Click on the 'Numbers' tab [2], on the left-hand side.
  • Click on the phone number for which you would like to configure the customized voicemail message [3].


  • Select the 'Greetings' tab [4].
  • Scroll down until you see 'Voicemail / Not Answered Message' [5].
  • Add a new message by following the steps below:
    • Click the 'Add New Message' [6] link. Or, you can choose an already existing message [7].
    • Assign a name by typing it into the box next to 'Message Name' [8]. This will be the label applied to your Voicemail / Not Answered Message in Talkdesk and will be shown in the dropdown list. Callers will not hear this message name.
    • If you would like to type in a message to be converted to an audio voicemail message to play to callers, select 'Text to Speech' [9] and type your message next to the box labeled 'Message' [10].
    • Alternatively, if you have a pre-recorded message that you would like to play to callers, select 'Upload File' and click the 'Choose File' button. Talkdesk currently supports mp3 and wav file types. If you have a file saved in another format, you can convert it to a format we support by using this tool.
    • 'Save' your new message [11].
  • Once you have finished, select 'Save' at the bottom of the page.

Important: repeat these steps for each required phone number in your account.


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