How to Add or Edit Voicemail Settings from the Dashboard

Create a mailbox or update the right existing one

First identify which mailbox your call flow actually uses. Editing a greeting in a different mailbox will not change what your callers hear.

1. Open Voicemails

1. Go to Settings → Phone Numbers.
2. Click Call Flow for the correct number.
3. Choose Voicemails in Sections. Check the Voicemail ID, Mail To and Description to identify the mailbox.

2. Create a new mailbox

1. Click Add Voicemail.
2. Mail to is optional. Enter an email address to receive voicemail messages in your inbox, or leave it empty to keep messages only in the mailbox.
3. Add a useful Description, such as “Sales unanswered calls.”
4. Choose a greeting source and complete it using the options below.
5. Click Create.

Set the voicemail PIN before creating the mailbox: use a private PIN of 4 to 8 digits. This PIN is used to listen to messages from a phone. If you create a mailbox without a PIN, it uses 1234; choose a private PIN instead of keeping the default.

3. Choose the greeting

• Use default greeting: use the standard greeting when a custom recording is not needed.
• Upload file: enter Audio Name and attach the greeting file. Use the audio types and size limit displayed by the form.
• Text to Speech: enter Speech Name, select Language and Voice, and type the Message. Use Play for preview speech before saving.

Example greeting: “Thank you for calling [Business]. We cannot answer right now. Please leave your name, phone number and a brief message, and we will return your call.”

4. Caller key options and recording

Under Options, click Add Option to let callers press a key during the greeting instead of leaving a message. Enter a Key (0–9), choose the Destination and optionally add a Description. Without options, callers proceed directly to recording a message. Mention the available keys in your greeting.

Under Recording, configure:

• Play instructions before recording: callers hear recording instructions before the tone.
• Let callers review their message: after recording, callers can press 1 to listen, 2 to save or 3 to record again. When disabled, the message is saved immediately.

5. Update an existing mailbox

Use the pencil in its Actions column. Verify the mailbox and optional email, choose the greeting source and save with Save or Update. If the form shows Current Greeting or Replace Greeting, use those controls to review or replace the audio. Do not click Add Voicemail just to change an existing greeting.

Changing the PIN: enter a new numeric PIN only to replace it. When editing a mailbox, leaving PIN empty keeps its existing PIN. Save to apply changes.

6. Connect a new mailbox to the route

Choose it as the IVR option, Ring Group timeout destination or Business Hours alternate destination that should receive messages, then save that block. For a number that should go straight to voicemail, choose it in Select Action for Incoming Calls and save. Creating a mailbox alone does not route calls to it.

7. Test the greeting and delivery

1. Call from an external phone through the intended route.
2. Let the call reach voicemail and confirm the greeting and any configured key destinations.
3. Leave a short test message and check the recording and review options you enabled.
4. Check Calls → Voicemail. If you entered a Mail to address, also check that inbox and spam folder. Without an email address, messages remain only in the mailbox.

If the wrong greeting plays, trace the route and mailbox ID first. If a message is in the portal but not in email, check the saved email address and mail filtering. Ask your administrator if required controls or mailboxes are unavailable.

Related guide

Create a Ring Group and choose its voicemail fallback

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