Why it matters
Not every call reaches a live person. Your AI agent needs clear rules for what to do when voicemail is detected. Configuring voicemail actions ensures consistent behavior, prevents unintended messages, and supports workflows that depend on knowing whether a call was answered. Although AI agents can also message, voicemail settings apply specifically to calls.
Key Concepts
Voicemail detection: The system’s ability to determine whether a call is answered by a person or a voicemail system.
Voicemail action: The behavior your agent performs when voicemail is detected: hang up, play a static message, or generate an AI-written dynamic message.
Static message: A fixed, pre-written message delivered verbatim.
Dynamic message: An AI-generated voicemail created from your prompt instructions.
Variables: Dynamic fields such as organization or contact name used to personalize voicemail content.
Step-by-Step: Configure Voicemail Behavior
Open your agent and scroll to the Voicemail action section in the editor.
Choose a voicemail handling option from the dropdown:
No message
Static message
Dynamic message
If using Static message:
Enter the message text or insert a template.
Add variables if personalization is needed.
If using Dynamic message:
Write a short, clear prompt describing what the voicemail should say.
Click Save to apply the configuration.
Test voicemail behavior using a Phone preview to confirm timing and delivery.
Tips and Best Practices
Choosing the Right Voicemail Mode
Use No message when you want to log call attempts without leaving a voicemail.
Use Static messages when compliance or auditing requires exact wording.
Use Dynamic messages when voicemails need personalization or context-sensitive language.
Writing Effective Voicemail Content
Keep messages short and direct.
State the purpose early.
Include organization name and optional callback instructions.
Avoid sensitive or overly detailed information.
Improving Detection Accuracy
Test voicemail handling with multiple devices and carriers because detection timing varies.
Keep the Begin message brief to help the system detect voicemail sooner.
If misdetections occur, adjust voice pacing or test with alternate carriers to compare timing.
Testing and Iteration
Run several preview calls to real voicemail boxes to validate behavior.
Review transcripts for dynamic messages to ensure instructions were followed.
Update voicemail content whenever workflow or compliance requirements change.
Troubleshooting
Issue | Possible Cause | Fix |
Agent leaves a message when it should not | Voicemail action set incorrectly | Switch to No message and save |
Voicemail message cuts off | Carrier timing differences | Shorten the message or reduce any initial pause |
Dynamic message varies too much | Prompt too vague or broad | Rewrite the prompt with direct, specific instructions |
Incorrect details in message | Variables missing or misconfigured | Review static message template and variable placement |