Voicemail

Who gets which voicemail

Hey Quad has three kinds of voicemail box:

• Personal box: every extension has one. Only you and your admins can hear what's in it.
• Shared boxes: for a team, like "Sales" or "Support". Admins pick who belongs to each one. A box can also include everyone in one or more queues, so it stays up to date when the queue changes.
• General box: one per organization, made for you. It catches after-hours messages and anything that isn't sent to another box. At first its members are the owner and admins.

A call to your extension that you don't answer goes to your personal box, unless your no-answer setting says otherwise. A queue or phone number can send its messages to a shared box.

Listen to your voicemail

You can listen in four places:

• The phone's Voicemail tab, in the browser or the desktop app.
• The Inbox, which has a folder for each of your boxes.
• Your email, if your box sends emails (see below).
• By phone: dial *97 from your desk phone or softphone (see Check voicemail by phone).

Each message shows who called, a written transcript and a one-line summary. While the transcript is being made, you'll see Transcribing….

On each message you can:

• Call back the caller.
• Mark it Done when it's handled. Done is shared, so your team sees it too. Reopen undoes it.
• Assign it to a coworker, or Claim it for yourself.
• Mark it Spam, or Not spam.
• Delete it. This deletes it for everyone in the box.

A message counts as heard only once you actually start playing it. Everyone has their own heard and unheard state.

Very short messages, under about two seconds, show as Missed call · no message. They don't send a notification.

Messages from callers marked as spam are kept, but they don't notify anyone. They go to the box's Spam view.

Messages the AI marks as urgent go to the top of the list and send a high-priority notification to everyone in the box.

Set your greeting

Admins can set any box's greeting from Settings → Voicemail.

Box settings (admins)

Go to Settings → Voicemail. Pick a box, or click New box to make a shared one.

• Members: pick People, and under Also include members of these queues, pick queues. Who gets these voicemails shows the result.
• Greeting: as above.
• After hours: tick Use a different greeting after hours and pick the schedule. Organization default hours uses your business hours.
• Message settings: Maximum message length (3 minutes unless you change it), Press # to finish, Stop after silence (seconds), Play a beep before recording, and an optional Thanks line.
• Email: send to Each member, by their notification settings, or Send to these addresses, for example a shared inbox.
• AI receptionist takes the message: instead of a beep, the AI receptionist asks for the caller's name, reason and a good time to call back. The audio is still saved. This needs the AI receptionist on your plan.
• Routed here: the queues and numbers that send messages to this box.

Voicemail by email

Each voicemail email has the audio attached, plus the transcript, the summary, the caller's name if they're in your contacts, and a link to open it in the Inbox.

The email goes out as soon as the transcript is ready, or after one minute, whichever comes first.

After-hours voicemail without a call flow

A phone number can send calls straight to voicemail when you're closed, without building a call flow. On the Phone numbers page, open the number and set After hours to Send to voicemail. Then pick the voicemail box and the schedule. Organization default hours uses your business hours. See Business hours.

An extension has the same option in its settings.

How long voicemail is kept

Voicemail is kept as long as your call recordings: 365 days unless the owner changes it. See Call recording.

Check voicemail by phone

You can hear your own voicemail (your extension's personal box) on any phone.

• From your desk phone or softphone: dial *97, or press the phone's voicemail key. You go straight in. If your organization asks for a PIN even on your own phone, you enter it first.
• From any other phone: call one of your organization's numbers whose call flow has a Voicemail access step (an admin adds it, for example "Employees, press 9"). Enter your extension number, then your PIN, each followed by #.

Once you're in, you hear how many new and saved messages you have. Then:

• 1 plays your messages, new ones first. While a message plays, or after it:
  • 5 replays it, 7 deletes it, 9 saves it, 6 goes to the next one, 4 to the previous one.
  • * goes back to the menu.
• 8 changes your PIN.
• * hangs up.

A new message counts as heard once you move past it, the same as playing it in the app.

Your PIN

Set your PIN in Settings → Voicemail, under Check voicemail by phone, or by phone with 8. It's 4 to 10 digits. It can't be one repeated digit or a run like 1234.

From outside your own phone, the PIN is always needed. Three wrong tries end the call. After five wrong PINs in a row, the PIN locks for 30 minutes. An admin can reset a forgotten or locked PIN on the same page.

For admins

On Settings → Voicemail, under Check voicemail by phone, you can:

• change the dial-in code from *97;
• ask for the PIN on people's own phones too;
• reset someone's PIN;
• re-send the message lights, for example after you assign a desk phone.

To let people check voicemail from outside, add the Voicemail access step to a call flow.

Desk phones

A desk phone's message light comes on when its extension's personal box has new voicemail, and goes off once the messages are heard, in the app or by phone. On most phones the dial tone stutters while it's on. The phone's voicemail key dials your dial-in code.

Shared and General boxes don't light a phone. Listen to them in the app or in email.