Voicemail handling on outbound calls

What happens when an outbound call hits voicemail?

That's up to you. On the agent's settings page, the "On voicemail (outbound calls)" option controls what the agent does when an answering machine or voicemail picks up an outbound call:

• Do nothing (default): the agent talks as it would to a person - useful if you want the greeting itself to be the message.
• Hang up: the call ends immediately, so no time is spent talking to a machine.
• Leave a message, then hang up: the agent waits for the beep-side of the greeting, speaks your message once, and ends the call.

How do I set the message it leaves?

1. Open the agent, find "On voicemail (outbound calls)" and choose "Leave a message, then hang up".
2. Write the message in the text box that appears - for example: "Hi, this is Maya from Acme, sorry we missed you. Please call us back at your convenience."
3. Publish the agent. The message is spoken exactly as written, in the agent's voice.

How does this interact with campaigns and billing?

• Detection happens at the very start of the call, before the agent greets, so a machine is caught within the first seconds.
• Calls that hit voicemail are marked as voicemail in your call log, so campaign results separate real conversations from machines.
• A call answered by voicemail counts as answered by the carrier, so with "hang up" selected only those first few seconds are billed.
• Voicemail handling applies to outbound calls only - single trigger calls and batch campaigns. Inbound calls are always answered live.