Voice Calls & Voicemail

Last updated May 2, 2026

Voice Calls & Voicemail

When you have a dedicated phone number, inbound calls are routed through your account with options for call forwarding, voicemail greetings, and recordings. All call activity appears in your Inbox.

Requirements

How inbound calls work

When a customer calls your dedicated number:

  1. If call forwarding is set up, the call rings your forwarding number for the configured timeout (10–30 seconds). If you answer, the call connects normally.
  2. If you don't answer and voicemail is enabled, the caller hears a greeting and can leave a message.
  3. If call forwarding is not set up but voicemail is enabled, callers go directly to voicemail.
  4. If neither forwarding nor voicemail is configured, the call is declined.

Configuring call settings

All voice settings are managed from Settings → Phone & SMS:

  • Forwarding number — the phone number where inbound calls ring (your cell, office line, etc.). Enter a 10-digit US or Canadian number.
  • Ring timeout — how long the call rings before going to voicemail (10–30 seconds). Shorter timeouts reduce the chance of the caller's carrier voicemail picking up instead of yours.
  • Voicemail enabled — toggle voicemail on or off.

Voicemail

When voicemail is enabled, callers hear: "You have reached [your business name]. Please leave a message after the tone. Press pound when done."

  • Recordings can be up to 3 minutes long.
  • Voicemails appear in the Voicemails tab of your inbox with the caller's information and recording duration.
  • New voicemails are flagged until you listen to them.
  • Audio is stored securely in cloud object storage (similar to other attachments) and streamed for playback in the app.

Voicemail transcription

If your plan includes voicemail transcription, new voicemails may be processed into text for quicker scanning in the inbox and customer timelines. If your plan does not include transcription, the recording is still saved — only the automatic text step is skipped. See Voicemail Transcription.

Missed call text-back

When a call is missed, you can automatically send a text message to the caller. See Missed Call Text-Back for setup details.

Viewing call history

All calls — answered, missed, forwarded, and voicemail — appear in the Calls tab of your Inbox. Calls also appear in the timeline of the customer's conversation thread alongside SMS messages.

Troubleshooting

Callers say they reach a generic voicemail instead of mine. Your ring timeout may be too long. If the caller's carrier voicemail picks up before your system's timeout, reduce the ring timeout in Settings → Phone & SMS (try 15–18 seconds).

I don't see a forwarding number option. You need a dedicated phone number assigned to your account. If your number is still in the "Requested" state, wait for our team to provision it.

Call recordings aren't playing. You need the calls.listen permission (and Voice must be on your plan). Ask your account owner to update your permission profile. Playing recordings is separate from merely seeing call history (calls.view).

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