Voicemail Management - Early Adopter Program
  • 18 Oct 2023
  • 2 Minutes to read
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Voicemail Management - Early Adopter Program

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Article Summary

In the world of customer service, voicemail management is key to keeping clients happy and ensuring a smooth agent workflow. With Dialpad’s newest feature, Voicemail Management, managers can assign voicemails to specific agents (or themselves!) to ensure the customer receives a call back from the right team member. 

Not only that, Agents, Supervisors, Operators, and Coaches can leave notes when they resolve a voicemail, explaining why they resolved the voicemail, and what was discussed.

Let’s dive into the details. 

Voicemail Management is currently in an Early Adopter Program and is not yet available to all users.

Once released, this feature will be available to users on an Ai Contact Center or Ai Sales plan. If your Ai Voice plan includes a Department, you are also eligible for this feature. 

This feature is available in the Dialpad Desktop and Browser apps, it is not yet available on the mobile apps. 

Assign a voicemail 

Voicemails can be assigned to Agents, Supervisors, Coaches and Operators within a Contact Center or Department. 

To assign a voicemail:

  1. Navigate to your Contact Center or Department
  2. Select Voicemails
  3. Hover over the voicemail
  4. Select Assign
  5. Choose the assignee

When a voicemail is assigned to an agent, they’ll receive a Dialbot notification stating who assigned the voicemail, and from which Contact Center or Department. 

To see the voicemail, select View Voicemails

Once a voicemail has been assigned, it can only be resolved by the assignee.

However, other agents can re-assign the voicemail to themselves and then resolve the voicemail if needed.

Resolve a voicemail

Voicemails can be resolved by the assigned agent, or by any agent or supervisor in the Contact Center. 

If the assigned agent has not already assigned the voicemail, it can be re-assigned and resolved as needed.  

If a voicemail is unassigned when resolved, it will automatically be assigned to the resolving agent.

To resolve a voicemail:

  1. Select Resolve 
    1. This can be done from the Voicemail tab, or when viewing the voicemail in a conversation view.
  2. Enter the resolution notes
  3. Select Resolve

Note
Resolution notes help provide a complete picture of the interaction. By default, Resolution notes are mandatory for Contact Center voicemail resolution, but not for Department voicemails.

Mandatory resolution notes can be turned on and off for individual Contact Centers and Departments from the Agent Settings (found within Advanced Settings).

Unresolve a voicemail

Need to reopen a resolved voicemail? No problem!

To unresolve a voicemail:

  1. Navigate to the voicemail
  2. Select Resolved
  3. Enter the reason you’re unresolving the voicemail
  4. Select Unresolve

The voicemail will now display as unresolved, and can be re-assigned or resolved. 

Call back

Use the Call back button to instantly call the caller. 


Once the call has finished, you’ll be prompted to enter resolution notes. 

Frequently asked questions

How can I join this Early Adopter Program?

To join our Early Adopter Program, please contact your Customer Success Manager.

If you don’t have a Customer Success Manager, please reach out to Customer Support. 

Can I see all actions taken to a voicemail?

Yes! You can see each time a voicemail has been resolved and unresolved, along with the resolution notes, from the History menu. 

Select Options beside the voicemail (that’s the 3 vertical dots), then select history. 

Here, you can see which team members resolved and unresolved a voicemail, on what date. 

All resolution notes are also available in the transcript. 

Can I resolve multiple voicemails at once?

Not currently, but we’re working on it!

Why don’t I see the Resolve button on my personal voicemails?

Voicemail management is only available for Contact Centers and Departments. 

Do assigned voicemails or resolution notes appear in analytics?

Not currently, however, we plan on adding Voicemail Management details to our analytics very soon. Stay tuned! 




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