Account Level and Agent-Specific Voicemail Drop Feature

Feature Overview

The Voicemail Drop feature allows agents to automatically drop a preselected agent-specific voicemail after the "beep" during a call. Preselected voicemails can either be account level or agent specific. 

For agent specific VM, agents can upload their own pre-recorded files, which can be associated with specific campaigns and contact sub-brands (if enabled). When dropping, VM will be automatically preselected based on the campaign and contact sub-brands. Agents can also manually select other VM's during call wrapping. This ensures both a personal touch and efficient call handling. Additionally, admins can review and edit these voicemails as needed, ensuring consistency and quality across the board.

Understanding the Different Types of Voicemail Recordings

What types of voicemail recordings are available in the app?
You can create two types of voicemail recordings, each serving different purposes:

1. Account-Level Voicemail Recordings

   • Usage: These recordings are created at the account level and can be used for voicemails in individual campaigns or manual outbound calls. See below on how to upload for each.
   • Characteristics: They are designed for general use and do not include personalization. They are ideal for situations where a consistent, brand-approved message is required.

2. Agent-Specific Voicemail Recordings

   • Usage: These recordings are uploaded by agents and can be used for call campaigns, outbound calls to contacts with sub-brands, and general outbound calls.
   • Characteristics: These recordings are personalized, allowing agents to maintain a closer connection with their contacts. They combine the personal touch of a tailored message with the efficiency of a pre-recorded voicemail, making them suitable for both campaign-specific and broad outreach.

How to Upload Voicemail Recordings

Audio Recording and Uploading Tips

Don't have the right software to record mp3 files?

• You can use this website to record and download mp3 files easily. Only true mp3 files can be dropped as voicemails successfully.

My mp3 file is rejected upon upload, what went wrong? 

• Incorrect file type - Simply updating the file type may not work. Verify your true recording type using this website. If your file type is not in mp3, use this website to record a new one. 
• File name exists - If the audio file has already been previously uploaded, you must update the audio file name or choose a new recording.

Account-Level Voicemail Recordings

Setting Default Voicemail: default VM is used for manual OB calls, or campaign calls when the default VM is selected as a particular campaign's voicemail option.

How to update: Settings > Recordings > New Recording or Edit existing Voicemail recordings

Campaign-specific Voicemails: campaign VM is the particular recording selected on the campaigns page, to be dropped for this campaign's calls in particular. Agent specific VM can override campaign level selection if enabled (see below).

How to update: Campaign > New Campaign or Edit existing phone call campaigns > Voicemail section

Agent-Specific Voicemail Recordings

Agents can upload their own recording and indicate whether it should be their default VM, associate with campaigns, or associate with sub-brands. 

Note: to use pre-recorded account level or agent specific voicemails on campaigns, the campaigns must be configured to allow "Pre-recorded Voicemail" under Voicemail Instructions. Choose to have a campaign-level voicemail as fallback, or only allow Agent-specific voicemails for the campaign. 

How to Upload Agent VM: Name top right corner > My Settings > Upload New Recording or Edit existing. Recording must be saved as mp3 format and shorter than 5 minutes. Instruct agents to associate specific campaigns and/or sub-brand based on needs. 

When to use Campaign association? (Applicable to all accounts)

• If the recorded voicemail is meant for specific campaign(s), select them in the dropdown. This will affect which agent voicemail is pulled up during the campaign calls.  If associated to a campaign, the agent VM will override the campaign level VM selection.
• Note: campaigns with "No Voicemail" setting will not show up in the dropdown list.

When to use Sub-Brand association? (Applicable to certain accounts only)

• If contact sub-brand is used to enable shared phone/email across multiple contact profiles  AND campaigns are shared across multiple sub-brands, then your agents will likely need to configure sub-brand for the voicemails as well. 
• For example, a brand may work with multiple schools. The same contact can apply to different schools and will require a unique profile to be created for each school. The admin set up call campaigns 1, 2, 3 to be shared across all schools. So in order to know which VM to use for OB campaign call with contact's profile for school A vs school B, you will need to instruct agents to associate accordingly. 

What does Agent Default VM do?

• When Agent Default VM is configured, it is automatically selected for the agent's manual OB calls. This is an optional setting. See below for more logic on automatic selection. 
• Note: If sub-brand is enabled, it's best to not use default agent VM, but instead set up a specific voicemail for each sub-brand and leave campaign selections empty. 

Admins to Edit Agent Voicemails

As an admin, you may choose to associate campaigns / sub-brands on behalf of agents for consistency. In that case, instruct agents to upload recordings and leave the other sections blank.

How to update as an admin: Settings > Recordings > filter for Agent Voicemail to see full list of agent uploaded voicemails.  

Using Voicemail Recordings In Agent Desktop

How do I (agent) drop a voicemail during a call?

1. Listen for the Beep: During manual outbound or campaign calls, wait for the voicemail prompt.
2. Preselected Voicemail: The system will prefill a voicemail based on set rules (see below).
3. Change Voicemail (Optional): Click the voicemail icon to select a different voicemail from the dropdown list if needed.
4. Drop the Voicemail: Once satisfied with your selection, click "Drop Voicemail" to send it.

How is the preselected voicemail determined for manual outbound calls?
For manual outbound calls, the system follows these rules:

• Preselected Voicemail: The agent's default voicemail is preselected if available.
  
  • If default is blank, but the contact has sub-brand on the profile, the earliest recording with ONLY sub-brand associated will be selected. 
• Fallback Option: If the agent doesn't have a default voicemail and there is no contact sub-brand, the brand-level default voicemail is used.
• Manual Selection: Agents can search and select from a list that includes all the account's default recordings (account level) and the agent's own recordings, displayed alphabetically.

How is the preselected voicemail determined for campaign calls when the contact has NO sub-brand?
For campaign calls without a sub-brand on the contact:

• Preselected Voicemail: The system preselects the agent’s first recording (by creation date) that matches the campaign.
• Fallback Options:
  • If no matching agent recordings exist, the agent’s default voicemail is used.
  • If the agent has no default, the campaign recording is used.
    • If campaign only allows agent-specific VM, the first agent VM in the list is used.
    • If no agent VM exists, voicemail buttons will be disabled. Agent can still manually record.
• Manual Selection: Agents can search and select from the account campaign-specific recording and all of their recordings.

How is the preselected voicemail determined for campaign calls when the contact has a sub-brand?
For campaign calls where the contact has a sub-brand:

• Preselected Voicemail: The system searches for a matching recording in the following order:
  1. The first agent recording (by creation date) that matches both the campaign and the sub-brand.
  2. If no such recording exists, it defaults to the agent’s recording that matches either the campaign or the sub-brand, prioritizing the sub-brand if there's a conflict.
• Fallback Options:
  • If no matching agent recordings exist, the agent’s default voicemail is used.
  • f the agent has no default, the campaign recording is used.
    • If campaign only allows agent-specific VM, the first agent VM in the list is used.
    • If no agent VM exists, voicemail buttons will be disabled. Agent can still manually record. 
• Manual Override: Agents can search and select from the brand's campaign-specific recording and all of their recordings.

Can I (agent) override the preselected voicemail?
Yes, agents can always search for and select a different recording from the available list, regardless of which voicemail is preselected.