If you are unavailable to take a call, a customer can leave you a voicemail. Salesforce Agent delivers the voicemail as an inbound contact. For more information, see Fully Integrated Lightning Experience Salesforce Agent Voice.
- You can accept a voicemail by clicking Accept or decline the inbound voicemail by clicking Decline. Then use one of the following actions to handle the voicemail contact.
- If you want to rewind the voicemail recording play back, click Back 10 sec.
- If you want to listen to the voicemail again once it has finished, click Play to start listening again. Pause will pause the voicemail play back.
- If you want to place the voicemail on hold to answer another call or place an outbound contact, click Hold. To resume voicemail play back, click Resume.
- If you want to call this contact back, click Call Back and select an outbound voice skill. The voicemail will be placed on hold while the phone call is active.
- 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.
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Once you have finished handling the voicemail contact, click End.
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.
- If configured by your administrator, complete the task that populates in Salesforce regarding the contact.