In this article, you'll learn how to find and play your voicemails in the phone app and on the web, switch between the speaker and the earpiece, and hide the ones you're done with.
Every voicemail left on your CRM numbers ends up in Conversations. You can listen to it, read what was said and call back without leaving the CRM.
To open your voicemails on the phone app:
- Tap Conversations at the bottom of the screen.
- Tap the Voicemail tab. It sits between Unread and Starred.
The number on the Voicemail tab is how many voicemails you haven't marked read yet. They're listed newest first and grouped by day. Each row shows who called, the time and how long the message is. Unread ones have a bold name and a dot on the right.
Playing a voicemail on the phone app
- On the Voicemail tab, tap the voicemail. The conversation with that caller opens.
- Find the bubble that starts with Voicemail and tap the play button.
- Drag along the bar, or tap a spot on it, to skip ahead or back.
There's a row of buttons under the bar:
- The transcript button shows everything the caller said. It only appears once the message has been transcribed. A short summary of the message already shows under the buttons.
- 1X switches the speed to 1.5X, then 2X. Tap it again to go back to 1X.
- The forward arrow sends the voicemail to someone by text or email.
- The speaker button picks where the sound plays (more on that below).
Choosing the speaker or the earpiece
Voicemails start on the speaker. The speaker button shows where the sound is going. Filled in dark means the speaker. Plain white means the phone's earpiece.
- Tap the speaker button to move the sound to the earpiece, so you can hold the phone to your ear.
- Tap it again to go back to the speaker.
If a Bluetooth headset is connected, tapping the button shows your choices instead. On an iPhone you get the iPhone's own audio menu. On Android you get a Play through list with Phone, Speaker and your headset.
Marking voicemails read or unread
On the phone app, opening a voicemail doesn't mark it read on its own. Two things do:
- On the Voicemail tab, swipe a voicemail to the right until Read shows. Do the same on a read one to mark it unread again. The count on the tab updates right away.
- In the open conversation, tap the envelope at the top of the screen. That marks everything in the conversation read, the voicemail included.
Hiding a voicemail
Once you've dealt with a message, you can clear it out of the list.
- On the Voicemail tab, swipe the voicemail to the left.
- Keep swiping until Hide shows. It's hidden as soon as the swipe finishes.
Hiding only takes it off the list and out of the count. The call, the recording and the transcript stay in that contact's history.
Seeing hidden voicemails again
- On the Voicemail tab, tap the filter button to the right of the search box.
- In the Show sheet, tick Hidden.
Hidden voicemails show with a grey Hidden label. To put one back, swipe it to the left until Unhide shows. Untick Active if you only want to see the hidden ones.
Voicemails marked as suspected spam
If the spam filter thinks a call is spam, it sends the caller straight to voicemail without ringing anyone. Those voicemails still show up. On the Voicemail tab you'll see Suspected spam after the length, and the bubble in the conversation starts with Suspected spam. Give one a listen before you call back, just in case.
Listening to voicemail on the web
To open your voicemails on the web:
- In the menu, click Conversations.
- Click the Voicemail tab.
- Click a voicemail. The conversation opens, and the voicemail is marked as read.
- Use the player in the Voicemail bubble to play it.
- Click View transcript to read what the caller said. Click Hide transcript to close it.
- Click ⋮ on the bubble for Forward by text, Forward by email or Download.
To hide a voicemail on the web, hover over its row on the Voicemail tab and click Hide. On a touch screen you can swipe it to the left instead. To see hidden ones, click the filter button beside the search box and tick Hidden. A hidden voicemail's row shows Unhide in the same spot.