Using the Record Voicemail Action in Workflows

Overview

The Record Voicemail action is a workflow step that enables your automated phone system (IVR) to capture audio messages from callers. When this action is triggered during a call flow, the caller is prompted to leave a voicemail. You have control over how the recording stops—it can end after a specified period of silence, when the caller presses a key, or when a maximum time limit is reached. Once recorded, the voicemail is saved and can be reviewed later within the CRM's conversation history for that contact.

Action Configuration

When adding the Record Voicemail action to your workflow, you will need to configure the following settings.

Required Settings

• Action Name: Provide a distinctive name for this step within your workflow, such as "After-Hours Voicemail." This field is mandatory.
• Stop Recording After (Seconds of Silence): Enter the number of seconds of silence the system should wait for before automatically ending the recording. This is a required setting.
• Max Recording Length: Set the maximum allowable duration for the voicemail in seconds. This is a required setting.

Optional Settings

• Play Beep: When enabled, a beep sound will play to signal to the caller that the recording has started.
• Stop Recording on Keypress: You can specify a key (such as # or *) that the caller can press to immediately end the recording.
• Add Voice Instructions: Enable this option to play a message for the caller before they begin recording. You can type a message for text-to-speech or upload a pre-recorded audio file with your instructions.

Example Scenario

Imagine you are creating an after-hours call flow. If the call is not answered, you want to give the caller an option to leave a message. Here is a sample configuration:

• Action Name: After-Hours Voicemail
• Play Beep: Enabled
• Stop Recording After (Seconds of Silence): 4
• Stop Recording on Keypress: #
• Max Recording Length: 180 (3 minutes)
• Add Voice Instructions: Enabled, with the text "Please leave your message after the tone."

Additional Notes

• The silence detection feature is helpful for automatically concluding the recording if the caller has finished speaking or is no longer on the line.
• Allowing a keypress to stop the recording gives callers a quick and easy way to indicate they are done.
• Setting a maximum recording length helps manage storage and ensures callers are concise with their messages.