Voicemail

Who gets which voicemail

Hey Quad has three kinds of voicemail box:

• Personal box: every extension has one. Only you and your admins can hear what's in it.
• Shared boxes: for a team, like "Sales" or "Support". Admins pick who belongs to each one. A box can also include everyone in one or more queues, so it stays up to date when the queue changes.
• General box: one per organization, made for you. It catches after-hours messages and anything that isn't sent to another box. At first its members are the owner and admins.

A call to your extension that you don't answer goes to your personal box, unless your no-answer setting says otherwise. A queue or phone number can send its messages to a shared box.

Listen to your voicemail

You can listen in three places:

• The phone's Voicemail tab, in the browser or the desktop app.
• The Inbox, which has a folder for each of your boxes.
• Your email, if your box sends emails (see below).

Each message shows who called, a written transcript and a one-line summary. While the transcript is being made, you'll see Transcribing….

On each message you can:

• Call back the caller.
• Mark it Done when it's handled. Done is shared, so your team sees it too. Reopen undoes it.
• Assign it to a coworker, or Claim it for yourself.
• Mark it Spam, or Not spam.
• Delete it. This deletes it for everyone in the box.

A message counts as heard only once you actually start playing it. Everyone has their own heard and unheard state.

Very short messages, under about two seconds, show as Missed call · no message. They don't send a notification.

Messages from callers marked as spam are kept, but they don't notify anyone. They go to the box's Spam view.

Messages the AI marks as urgent go to the top of the list and send a high-priority notification to everyone in the box.

Set your greeting

Admins can set any box's greeting from Settings → Voicemail.

Box settings (admins)

Go to Settings → Voicemail. Pick a box, or click New box to make a shared one.

• Members: pick People, and under Also include members of these queues, pick queues. Who gets these voicemails shows the result.
• Greeting: as above.
• After hours: tick Use a different greeting after hours and pick the schedule. Organization default hours uses your business hours.
• Message settings: Maximum message length (3 minutes unless you change it), Press # to finish, Stop after silence (seconds), Play a beep before recording, and an optional Thanks line.
• Email: send to Each member, by their notification settings, or Send to these addresses, for example a shared inbox.
• AI receptionist takes the message: instead of a beep, the AI receptionist asks for the caller's name, reason and a good time to call back. The audio is still saved. This needs the AI receptionist on your plan.
• Routed here: the queues and numbers that send messages to this box.

Voicemail by email

Each voicemail email has the audio attached, plus the transcript, the summary, the caller's name if they're in your contacts, and a link to open it in the Inbox.

The email goes out as soon as the transcript is ready, or after one minute, whichever comes first.

After-hours voicemail without a call flow

A phone number can send calls straight to voicemail when you're closed, without building a call flow. On the Phone numbers page, open the number and set After hours to Send to voicemail. Then pick the voicemail box and the schedule. Organization default hours uses your business hours. See Business hours.

An extension has the same option in its settings.

How long voicemail is kept

Voicemail is kept as long as your call recordings: 365 days unless the owner changes it. See Call recording.

Desk phones

Voicemail lives in the app and in email. A desk phone's message light doesn't come on, and its voicemail key isn't connected.