Voicemail: leaving a message or hanging up

Leave a message or hang up

With Leave a voicemail on, which is the default, the agent leaves a message when a call reaches a voicemail. With it off, the call hangs up when an answering machine is detected and leaves nothing. The switch is under Configure on the Voice calls card in Outreach channels.

The default message

Without a message of your own, the agent leaves a short standard one in the language of its profile, with the shopper's first name, the agent's name and your brand filled in. For an abandoned checkout in English it reads:

Hi {{first_name}}, this is {{agent_name}} calling from {{brand_name}}. It's about the items left in your cart. We'll follow up by text and email. Have a good day.

With Say it’s an AI at the start on, on the Compliance step, the first sentence reads “this is {{agent_name}}, an AI assistant calling for {{brand_name}}” instead. The reason changes with the campaign's objective. The line about what follows names a text, an email, both or neither: a channel is named only when it is on for the campaign and the sequence has a step on it. The message is the same for every shopper of that language profile; it does not check whether a particular shopper can be texted.

Write your own

1. Open Advanced > Agent settings in the campaign's setup.
2. Turn on Custom voicemail message and write it in Voicemail message, up to 1,000 characters. Merge fields work.
3. Save, then publish. The next call uses it.

Your text replaces the default entirely, and the AI setting does not change it, so say there what you want said. One message covers every language, unlike the standard one.

What a voicemail does to the run

• The interaction shows Voicemail, and the call counts toward Voicemail rate on the Reach page.
• It is not sorted as a reply, so no follow-up starts.
• With Leave a voicemail on, ACR does not call again straight away; the sequence moves on to its next step. With it off, a machine counts as nobody answering, and Retries when nobody answers applies.
• ACR counts voicemails on each run but sets no limit, so later call steps still go out however many voicemails came before.