This training unit covers how to configure the Interactive Voice Response (IVR) Action ‘Voicemail’.


The voicemail IVR action sends the caller to a voicemail box. The resulting Voicemail can be owned by a User or, if Salesforce Omni-Channel is enabled (see separate training unit), a Queue. Setting up a Voicemail Action is a good first step when configuring IVRs as you can use it as the fallback action for any more complicated IVR Actions you build later. The settings for a Voicemail action are:

  • Introductory Automated Message: This is the message that plays when the fallback is hit – something like “We’re sorry we can’t help you right now, please leave a message”
  • Voicemail Owner type: Either User or, if Salesforce Omni-Channel is enabled, Queue
  • Voicemail Owner: The Voicemail object will be assigned to this owner – it should be the person who’s responsibility it is to action the message
  • Enable Voicemail Transcription: Enables Twilio transcription for the voicemail

Last updated: Fastcall v6.0.6, 2019-01-25