Listening to Voicemails

After enabling phone calls, calls will go to voicemail if:

• The call is missed.

• There are no staff members available for calls.

• The Straight to Voicemail or Outside Business Hours Voicemail settings are enabled.

Conversations will be considered open if a voicemail is received. Staff members can also receive notifications when a voicemail is received.

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Listening to voicemails

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To listen to a voicemail, open the client’s conversation and locate the voicemail.

The voicemail will display an auto-generated summary, allowing staff members to see why the client called.

A Positive (green) or Negative (red) badge will also be included next to the summary, allowing staff members to easily see if the voicemail was positive or negative overall. For example, this can allow staff to quickly find negative voicemails and follow up with the client if needed.

Select Listen to listen to the voicemail and view a full transcript of the voicemail. Transcripts allow you to read the client's entire voicemail message and find key details at a glance.