Voicemail Management - Early Adopter Program

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. 

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 supervisor. 

If the assigned agent has not resolved the voicemail, it can be reassigned and resolved by another agent or supervisor 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.

This is enabled by default for Contact Centers and can be disabled on the Advanced Settings.

However, for Departments, the Department admin must enable it in the 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. 

Voicemail history

Checking the voicemail history will tell you what happened with the voicemail, including actions done and notes.

To access the voicemail history, go to a Contact Center or a Department on the Dialpad app

1. Select the Voicemail tab
2. Navigate to any voicemail
3. Select Option (that’s the 3 vertical dots on the right)
4. Select History

The history will display a summary of the voicemail, including the date, time, and who handles the voicemail.

Bulk voicemail management

Supervisors in the Contact Center and Department can make the following actions on voicemails handled by both agents and supervisors

• Assign / Reassign
• Resolve / Unresolve
• Delete 

Agents can only resolve and unresolve voicemails that are assigned to themselves. If enabled, they can also bulk delete their own voicemails. 

Assign and reassign multiple voicemails

Both agents and supervisors can assign and reassign multiple voicemails.

First, navigate to a Contact Center or a Department on the Dialpad app

1. Select the Voicemail tab
2. Select the voicemails that you want to assign or reassign 
3. Navigate to the Assign icon
4. Select an agent to assign the voicemail 
5. Select Assign all 

Once the voicemails are assigned, the agent will receive a Dialbot alert with the total number of voicemails assigned, the assignor, and the shared line to which the voicemails were assigned. 

If the voicemails are reassigned, the previous agent will receive a Dialbot alert informing them of the assignor, and the number of voicemails that have been removed. 

Resolve and unresolve multiple voicemails

Supervisors can resolve voicemails assigned to other agents or supervisors. The voicemails will then automatically be reassigned to the supervisor.

Agents can only manage voicemails assigned to them. If they resolve an unassigned voicemail, it will be automatically assigned to the user who resolves it.

To resolve multiple voicemails, go to a Contact Center or a Department

1. Select the Voicemail tab
2. Select the voicemails you want to resolve
3. Select Resolve or Unresolve  
4. Enter the resolution notes
5. Select Resolve all or Unresolve all 

Delete multiple voicemails

Looking to remove multiple irrelevant or outdated voicemails all at once? No problem. 

Supervisors can delete multiple voicemails assigned to other agents and supervisors.

To delete voicemails, go to a Contact Center or a Department

1. Select the Voicemail tab
2. Select the voicemails you want to delete 
3. Select Delete all 

Agents can only delete voicemails if the option is enabled in the Contact Center Advanced Settings.

Frequently asked questions

How do 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. 

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

Voicemail management is only available for Contact Centers and Departments, not your personal voicemails.  

Do assigned voicemails or resolution notes appear in analytics?

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