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What is Voicemail Detection?

When making outbound calls, Voxworks automatically detects when a call reaches voicemail instead of a live person. What happens next is up to you.

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Choosing what happens

The Voicemail field sits in your script’s Settings tab, under Call Settings. Pick one of three modes from the dropdown (“Select voicemail mode”): Leave SMS works for Australian mobile numbers only. The field notes this on screen: “Sent as a text to the contact’s number (Australian mobiles only — otherwise the call just hangs up).” If the contact’s number is not an Australian mobile, the call simply hangs up and nothing is sent. Leave Voicemail and Leave SMS both need a message. If the message box is empty, an amber warning appears — “No message set — the call will hang up instead.” — and that is exactly what happens on the call. If a script has never had a mode chosen, the mode is worked out from the message: a script with a voicemail message keeps leaving it, and a script without one hangs up. Once you save, the mode is stored explicitly.

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Writing a Voicemail Message

The message box appears under the mode dropdown whenever the mode is Leave Voicemail or Leave SMS. Type / to insert a variable — for example {{contact.first_name}} (string, e.g. Jane). Variables are filled in with the caller’s real values before the message is spoken or texted, so the same message works for every contact. A good voicemail message should:
  • Identify the caller — State who is calling and from which organisation
  • State the purpose — Briefly explain why you’re calling
  • Provide next steps — Tell them how to follow up or what to expect
  • Keep it concise — Respect their time with a focused message

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Example

The same wording, with the same variables filled in, is used for the text when the mode is Leave SMS — so keep it short enough to read as well as hear.

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Best Practices

  1. Keep it under 30 seconds — Long messages may get cut off or ignored
  2. Speak naturally — Write the message as you would say it, not formal letter style
  3. Include a callback number — Make it easy for them to return the call
  4. Mention the next step — Let them know you’ll try again or what action to take
  5. Match your brand tone — The voicemail should feel consistent with your organisation
  6. Check the mode matches the message — A message written to be spoken often reads badly as a text, and the other way around

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Next Steps

  • Scripts Overview — Learn about all Script components
  • Settings — Configure call duration and other options
  • Variables — The values you can insert into the message