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[Preview] Voicemail
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Important note: This feature is available in Preview for selected accounts.

 

Overview

Talkdesk Voicemail allows Admins to configure account-wide voicemail settings and lets agents manage personal mailboxes, greetings, and messages from a single inbox.

 

Table of Contents

 

Configuring General Voicemail Settings

The General tab shows the account-wide voicemail settings that apply to every mailbox on the account. To access it, follow these steps: 

  1. Navigate to Admin [1] > Service Settings [2] > Voicemail [3].
  2. Select the General tab [4].
  3. Click Edit in the top-right corner.
  4. Update the desired fields.
  5. Click Save.

  • Service pattern [5]: The internal number users dial to reach their own voicemail box (the Voicemail Pilot number). It also serves as the base pattern for indirect scenarios, such as leaving another user a voicemail directly, or a call that is transferred or forwarded to voicemail, using the format *<Service pattern><extension>. Default value: 8500.
  • Delete voicemails after [6]: The retention period. Voicemails older than this period are permanently and automatically deleted, regardless of their state (new, saved, resolved, or already deleted by the user). Default value: 180 days.
  • Maximum duration of message [7]: The longest a caller can record when leaving a voicemail (one to ten minutes). Default value: 5 minutes.
  • Default voicemail PIN [8]: The PIN assigned to new mailboxes by default, used to access voicemail by phone. Clicking the eye icon [9] reveals it. Users can change their own PIN afterwards. Default value: 12345.

Managing Voicemail Users

The Users tab lists everyone who currently has a voicemail box enabled on the account, showing each user's Name, Email, and Role.

To access it, follow these steps: 

  1. Navigate to Admin [1] > Service Settings [2] > Voicemail [3].
  2. Select the Users tab [4].
  3. Click Add users in the top-right corner.
  4. Search by name or email and select one or more users.

  1. Click Add in the bottom-right corner.

Note: Voicemail boxes can also be enabled directly from Admin > People > Users > Telephony.

  1. To disable a user's voicemail box, select the “Disabled” option.

Using the Voicemails App

Agents access voicemail day-to-day from the Voicemails app, organized into three tabs:

  • Assigned to me: Voicemails routed to a specific agent.
  • All voicemails: Every voicemail visible to the agent's role on the account.
  • Personal voicemails: Messages left directly in the agent's own mailbox.

Each row shows the caller's Name (with a status tag, such as "New", and, when applicable, the reason the call landed in voicemail, for example, "CFA" for Call Forward All), the Duration, and when the message was received. 

Hovering a row surfaces quick actions:

  • Play: Previews the recording inline.

  • Call: Calls the contact back directly.

  • More actions (⋯): Marks the message "Mark as read" or selects "Delete voicemail".

Personal Voicemail Details

Clicking a row opens the Voicemail details panel:

  • Recording tab: An inline audio player, with options to play, pause, download, or delete the recording.

  • Snapshot tab: Metadata about the message, including Activity type (Voicemail), Status, Contact (with a one-click call icon), Via (the number or pattern the call arrived on, useful for confirming which Service pattern or dedicated line delivered it), When, Duration, and Session ID (for troubleshooting with support or engineering).

Voicemail Settings

Agents manage their own mailbox from Voicemail > Voicemail Settings, accessible from the Settings (gear) icon at the top right of the Voicemails list.

  • Security > Personal voicemail PIN [1]: Shows the account's default PIN until changed. Clicking Configure personal PIN [2] sets a personal PIN, used to authenticate when checking voicemail by phone.
  • Voicemail greetings [3]: Separate greetings for Internal calls and External calls. Clicking Add greeting [4] records or uploads a message. Callers hear the account's Default System Greeting when no personal greeting is set. Custom greeting recording or upload requires that the mailbox is tied to a dedicated line. Mailboxes without a dedicated line always use the account default greeting.

Understanding How Calls Reach Voicemail

Voicemail is reached the same way whether a caller dials directly, is transferred, or is forwarded, driven by the Service pattern configured by the Admin.

  • Checking a personal mailbox: Dialing the Service pattern (the Voicemail Pilot number) from a phone or the Talkdesk dialer reaches the PIN-protected mailbox menu.
  • Leaving another user a voicemail directly: From the Talkdesk dialer, switching the dial mode to "EXT" and dialing *<Service pattern><extension> (for example, *85002000) goes straight to that person's greeting, without ringing their line.
  • Transfers and call forwarding: When a call is transferred to voicemail, or forwarded there (Call Forward All, No Answer, or Busy), it lands in the target's mailbox.

 

Prerequisites

Permissions:

  • Admin role for the General and Users tabs. 
  • Agents configure personal voicemail settings without Admin permissions.
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