If you are unavailable to take a call, a customer can leave you a voicemail. Salesforce Agent (SFA) delivers the voicemail as an inbound contact. For more information, see Salesforce Agent Voice.
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There are three ways to handle the inbound voicemail contact:
- If you want to transfer the voicemail to another agent, click Transfer and then selecting the agent to whom you want to transfer the voicemail.
- If you want to pause the voicemail, click Pause to pause the voicemail at any time.
- If you want to resume the voicemail, click Resume to continue listening to the voicemail.
A voicemail cannot be saved, and pausing may be necessary to take notes or review content prior to the end of the voicemail. Once it has ended, the voicemail will be deleted and cannot be retrieved.
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Click Dial Pad (indicated by the phone icon) to initiate a call back to the customer who left the voicemail.
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When finished, click Delete.
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If configured by your administrator, complete the task that populates in Salesforce regarding the contact.