Configuring voicemail options

When you can't answer calls, Zendesk Talk has built-in voicemail. When customers leave a voicemail, a ticket is created with the voicemail attached. Additionally, you can optionally transcribe the voicemail right into the ticket.

Customers can leave a voicemail of up to two minutes in length. Any voicemails that are shorter than three seconds will not create a ticket.

In this article, you'll find the information you need to set up and configure voicemail.

Configuring voicemail settings

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. Select the Numbers tab.
3. Click the number you want to edit voicemail settings for, then select the Voicemail tab.
4. Configure the settings you need from the following table.

   Setting	Description
   Voicemail	Turn voicemail on or off. By default, voicemail is enabled. For details, see Managing greetings when voicemail is off below. Note: Customers on the Lite plan cannot disable voicemail.
   Greeting (voicemail on)	Select the voicemail greeting that customers hear when voicemail is on. This field is shown only when voicemail is enabled.
   Greeting (voicemail off)	Select the greeting that customers hear when voicemail is off. This field is shown only when voicemail is disabled. For details, see Managing greetings when voicemail is off below. Make sure to use a greeting that doesn't instruct customers to leave a message. For details on creating greetings, see Creating a custom greeting.
   Transcribe voicemails?	Turn transcription on or off. By default, voicemails left in English are transcribed into the resulting ticket. Other languages are not transcribed.
   Delete voicemails after	Automatically delete voicemails after the selected amount of time or select Never to always keep voicemails. Although voicemails get deleted from a ticket, any transcriptions made from a voicemail are not deleted.

Managing greetings when voicemail is off

When you disable voicemail for a number, customers won't have the option of leaving a message. Accordingly, greetings that usually prompt customers to leave a message need to change when voicemail is off.

Available agents greeting

The default Available agents greeting, which is in the Settings tab for each number, also prompts customers to press 1 to leave a message. When you disable voicemail for a number, we automatically update the Available agents greeting for when voicemail is off to a version without the prompt for customers to leave a message.

The Available agents greeting only applies to group routing. If you have IVR enabled, the available agents greeting will not be played. See Routing incoming calls to groups of agents and Routing incoming calls with IVR.

Note: This behavior applies to newly-added numbers only. For numbers added prior to the availabilty of voicemail disabling: When voicemail is disabled for the first time, the Available agents greeting is replaced with the Available agents greeting you have set for voicemail on. Make sure you change your greeting to a version that does not prompt customers to leave a message.

If you want to change the Available agents greeting to a custom version without the prompt for customers to leave a message, you can create your own version (see Managing outgoing greetings) and then manually change it yourself following the steps below.

To manually change the Available agents greeting for a number to a custom version

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. Select the Numbers tab.
3. Click on the number you've disabled voicemail for that you want to edit.
4. In the Settings tab, select your customized version in the Available agents greeting (voicemail off) field.

Managing voicemail settings with business hours applied

When you apply one or more schedules to call routing, you see two versions of the following settings:

• Voicemail
• Greeting (voicemail on)
• Greeting (voicemail off)

For details, see Routing calls based on business hours (Talk Team, Professional, and Enterprise).