Setting Up Voicemail for Your Business and Users
Introduction
Your CRM allows you to configure voicemail greetings for your business as a whole or for individual users. This guide explains how to upload voicemail files, adjust timeout settings, and troubleshoot common issues to ensure callers hear the correct message when you're unavailable.
Recording a Voicemail Greeting
You can record your own voicemail greeting using any online audio recording tool that saves files in MP3 format. Many free websites offer this functionality. Once recorded, save the file to your computer for uploading.
Uploading Voicemail Files
Voicemail files are uploaded in two different locations depending on whether you're setting a message for the entire business or for a specific user.
For Individual Users
Navigate to Settings > My Staff tab, select the user you wish to edit, and expand the Call & Voicemail Settings section. Here, you can upload an MP3 or WAV file. This voicemail will play when a call comes into a Twilio number assigned to that user, or when a call is from a contact assigned to that user, and the call isn't answered.
For Your Business
Navigate to Settings > Business Profile tab and scroll down to the Call & Voicemail Settings section to upload an MP3 or WAV file. This voicemail will play when a call comes into a Twilio number that is not assigned to any user and the calling contact is also not assigned to any user.
How Voicemail Works
When a contact calls your Twilio number, the system will ring the configured forwarding number. If the call isn't answered within the set timeout period, the system will play the appropriate uploaded voicemail recording. To review these recordings later, ensure call recording is enabled. You can then listen to them via the Call Reporting section or on a contact's Conversation page.
Controlling Timeout Settings
To ensure your uploaded voicemail plays instead of the forwarding number's default voicemail, you must configure a timeout value. Without a custom timeout, calls will ring for a default of 60 seconds, often triggering the original voicemail. You can set a timeout value in three places:
- User Settings: Edit a user and navigate to their Call & Voicemail Settings.
- Phone Number Settings: Go to Settings > Phone Numbers and click the pencil icon for a specific number.
- Company Settings: Navigate to Settings > Company tab.
Timeout Priority
The CRM checks for a timeout value in a specific order when a call arrives. It first looks at the user settings for the user the Twilio number is attached to. If none is found, it checks the phone number's own settings. Finally, it checks the company-wide settings. If a timeout is found but no voicemail file is located, a default message is played.
Troubleshooting Voicemail Issues
If your business voicemail isn't playing, check the following:
- Ensure the Twilio number is not assigned to a user who has uploaded their own voicemail file.
- Verify a forwarding number is configured. The call must be forwarded somewhere to trigger your uploaded voicemail.
- Check the call timeout setting. The maximum recommended timeout is 20 seconds. If set higher, the forwarding number's original voicemail may play instead. Try setting it to 1 second initially for testing, then gradually increase it.
- Test calling your forwarding number directly. If it goes straight to its own voicemail immediately (e.g., in Do Not Disturb mode), you will not be able to override it. The goal is to set your CRM's timeout to drop the call before the forwarding number's voicemail answers.