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Numbers and voicemail

How to set up your voicemail greeting

For the business, upload an MP3 or WAV file in Settings › Phone System › Call & Voicemail Settings. For a user, do the same in Settings › My Staff on that user's profile. Use 64 kbps audio and test by calling the number.

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Before you start

  • Record the greeting first with any recorder or audio editor and export it as MP3 or WAV at 64 kbps.
  • Record somewhere quiet, speak slowly and keep a steady volume.
  • You need permission to manage phone settings (for the business voicemail) or users (for each user's voicemail).
Where to find it

Settings › Phone System › Call & Voicemail Settings

Step by step

Business voicemail

  1. In the left menu, open Settings and click Phone System.
  2. Scroll down to Call & Voicemail Settings.
  3. Upload the MP3 or WAV file with your greeting.
  4. Click Save.
  5. Call the business number from another phone, let it ring out and check that the right greeting plays.

A user's voicemail

  1. Open Settings › My Staff.
  2. Click the edit icon for the user.
  3. Open Call & Voicemail Settings.
  4. Upload the user's MP3 or WAV file.
  5. Click Save and test by calling that user's number.

Drop a voicemail with an automation

  1. Open Automation › Workflows and open the workflow you want.
  2. Click + to add an action and search for Voicemail.
  3. Upload the MP3 or WAV file (64 kbps).
  4. Click Save Action and save or publish the workflow.
  5. Test with a test contact before using it with customers.

Tips

  • A user's greeting takes priority over the business one when the number or contact is assigned to that user.
  • You can use the same file for the voicemail greeting and the workflow action, as long as it meets the format.
  • Higher quality isn't better here: 64 kbps is what works most reliably with carriers.

Common problems

  • The file uploaded but doesn't play or sounds bad → Re-export the audio as MP3 or WAV at 64 kbps, upload it again, save and test again.
  • Callers hear their carrier voicemail instead of my greeting → The number's ring time is too long and the cell carrier picks up first. Lower the incoming call timeout to about 20 seconds.
  • The business greeting plays instead of the user's → Check that the number or contact is assigned to that user and that the greeting was saved on their profile.
  • The volume is too low → Record again closer to the microphone or raise the volume in your editor before exporting.

Frequently asked questions

What file format should I use?

MP3 or WAV, at 64 kbps.

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