--- title: "View and manage Voicemails from Follow Ups in Contact Center Pro" slug: "view-and-manage-voicemails-in-contact-center-pro" updated: 2026-10-29T18:00:48Z published: 2026-10-29T18:00:48Z canonical: "help.servicetitan.com/view-and-manage-voicemails-in-contact-center-pro" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # View and manage Voicemails from Follow Ups in Contact Center Pro ## Overview The Contact Center Pro *Voicemails* tab provides a centralized inbox for all voicemail messages left across your voicemail boxes. It enables Customer Service Representatives (CSRs) and managers to review recordings, assign follow-ups to team members, and track each voicemail through to resolution—ensuring potential leads and customer inquiries are never missed. > [!NOTE] > **Note:** This article covers viewing and acting on voicemails visually from the *Voicemails* tab under *Urgent Follow Ups*. You can also reach the same voicemails by phone—see in [Access your voicemails by phone in Contact Center Pro](/construction/docs/access-your-voicemails-in-contact-center-pro#overview). These are two ways to work with the same voicemail messages. --- ### #### Who uses this feature - Customer Service Representatives (CSRs), administrators, and managers - Applies to all business types - Applies to all trades #### Feature configuration - This feature is currently in Private Preview and is subject to change. - Contact Center Pro requires an [Enterprise Hub](https://help.servicetitan.com/landing-page/enterprise-hub) network. Contact your Customer Success Manager or Pro Account Manager to request a network. - The *Edit Voicemail Follow Ups* permission is required to view and act on voicemail follow-ups assigned to you. The *Assign Follow Ups to Others* permission is required to assign or unassign voicemails for yourself and others. Both permissions are off by default—contact the account administrator on your team to have them enabled. - The *Edit User Voicemail Boxes* permission is required for an administrator to add or remove the voicemail boxes assigned to a user. - The *View Transcript* permission in ServiceTitan is required to see voicemail transcripts. Until call recording and transcript permissions move to ServiceTitan, the *Listen to Call Recordings* permission in Enterprise Hub also gives access. For more, see [Manage Contact Center Pro permissions](/construction/docs/manage-contact-center-pro-permissions). ## Things to know - As a CSR, you can only view voicemails from the group voicemail boxes you are assigned to in User Management, plus your own personal voicemail. To change which voicemail boxes a user can access, an administrator can update the user's voicemail assignments in User Management. - **Email notifications do not grant access to voicemail follow-ups.** If a user was previously set up to receive email notifications for a group voicemail box, they will get the email but will not see those voicemails in the *Voicemails* tab until an administrator assigns them that voicemail box in User Management. - **Voicemail transcripts appear in the *Voicemail Details* flyout.** Transcripts are available for both personal and group voicemails, below the recording. Voicemail email notifications don't include the transcript. - **Follow-up status and your phone inbox stay in sync.** The status you set in the *Voicemails* table is reflected in your phone voicemail inbox, and vice versa. Marking a voicemail **Resolved** deletes it from your phone voicemail inbox right away, freeing up space there, in addition to updating the follow-up. The recording and transcript aren't affected — you can still see and listen to the voicemail from the *Done* tab in Contact Center Pro. The only change is that you can no longer reach it by dialing into your voicemail box. - **Coming ST-82: Resolve voicemails to keep your phone inbox from filling up.** Your phone voicemail inbox has a message limit. Marking a voicemail **Resolved** removes it from that inbox and reduces the count, the same as deleting it by phone. Marking a voicemail **Contact Attempted** or **Follow-up Needed** updates the follow-up but does not remove the message—it still counts toward the limit. If the inbox reaches its limit, callers can no longer leave a voicemail, so resolve messages once you have finished acting on them. - **The follow-up is a permanent record of the voicemail.** Resolving a follow-up, or deleting the message from your phone inbox, does not delete the follow-up itself. The follow-up remains in the *Voicemails* tab as a record of the voicemail's history. ## Voicemails overview The *Voicemails* tab displays voicemail messages from all of your assigned voicemail boxes. You can assign each voicemail to an employee to follow up with potential leads. ### Access the Voicemails screen 1. Go to Contact Center Pro. 2. In the side panel, select **Urgent Follow Ups** > **Voicemails**. ![Menu options include voicemails, urgent follow-ups, and abandoned calls for management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voicemails-in-contact-center-pro-image-fy6tz5ln.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A08Z&se=2026-10-31T03%3A40%3A08Z&sr=c&sp=r&sig=THLfDScXMx2By8%2F56aqra8gc2hPA2A8N%2BScFNYGeZnc%3D) The *Voicemails* screen opens, organized into three tabs: - **Open**: Contains all new voicemails that have not yet been marked as *Resolved*. - **Cold**: Contains voicemails that remain unreviewed for 7 days. This keeps the *Open* tab focused on recent items. Cold voicemails can be revisited, followed up on, or resolved as needed. - **Done**: Stores all voicemails marked as *Resolved*. ![Table displaying voicemails with statuses, dates, and assigned employees for follow-up.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voicemails-in-contact-center-pro-image-jhzmal1h.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A08Z&se=2026-10-31T03%3A40%3A08Z&sr=c&sp=r&sig=THLfDScXMx2By8%2F56aqra8gc2hPA2A8N%2BScFNYGeZnc%3D) ### Filter Voicemails Click **Filter** next to a column header to narrow down the displayed results. You can refine voicemail details using the following filters: - **Status**: The current follow-up stage of the voicemail, including *New*, *Contact Attempted*, *Follow-up Needed*, and *Resolved*. - **Date**: The date and time the voicemail was received. - **Account**: Identifies the tenant account associated with the voicemail. - **Customer**: Displays the customer's name, if available; otherwise, shows the phone number used to place the call. - **Voicemail Name**: The name of the voicemail box the message was left in. - **Campaign**: Shows the marketing campaign number the customer used to place the call. - **Assigned To**: Indicates which team member the voicemail has been assigned to for follow-up. ![Voicemail table displaying status options with a dropdown for filtering messages.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voicemails-in-contact-center-pro-image-5o7r4yco.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A08Z&se=2026-10-31T03%3A40%3A08Z&sr=c&sp=r&sig=THLfDScXMx2By8%2F56aqra8gc2hPA2A8N%2BScFNYGeZnc%3D) > [!TIP] > **Tip:** For optimal results, start by filtering for a single Account. Certain filters require selecting a single account before they can be applied. ## Manage Voicemail Details After applying your filters, hover over the desired voicemail and click **View** to open the *Voicemail Details* flyout. In the *Voicemail Details* flyout, you can find the following information: **Overview** - **Status**: Indicates the current follow-up stage of the voicemail. To change the status, click **Edit**, then select one of these options and confirm your action: - New - Contact Attempted - Follow-up Needed - Resolved - **Date**: The date and time the voicemail was received. - **Voicemail Box**: The name of the voicemail box the message was left in. - **Campaign**: Identifies the marketing campaign associated with the tracking number the customer used to place the call. - **Assigned To**: The team member assigned to follow up on this voicemail. If unassigned, displays *Unassigned*. - **Voicemail Call ID**: A unique identifier for the voicemail call record. **Customer** - **Phone Number**: The number the customer called from. Click the number to place an outbound call and follow up with the customer. - **Account**: The name of the company (tenant) the customer reached out to. Click to open your Enterprise Hub network in a new tab. **Recording** - Expand the *Recording* section to play back the voicemail audio. Click the play button in the row or within the flyout to begin playback. **Transcript** - Expand the *Transcript* section, below *Recording*, to read the voicemail as text. Each line shows who is speaking and when in the recording they said it. - Use the **Search transcript** field to find specific words, or click **Expand** to expand the transcript. - Click **Download Transcript** to save a copy. Downloading requires the *Download Transcript* permission in ServiceTitan, or *Download transcripts and call records* in Enterprise Hub until call recording and transcript permissions move to ServiceTitan. - If no transcript is available, the section shows *Transcript not available.* This includes older voicemails left before voicemail transcription was available. If the caller didn't speak, the section shows *No speech detected.* > [!NOTE] > **Note:** Displayed information depends on call data and may differ by voicemail. For example, if the customer account is unknown, only the phone number and the tenant account name appear. ![Voicemail details show follow-up status, recording controls, transcript search, and download option.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(480).png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A08Z&se=2026-10-31T03%3A40%3A08Z&sr=c&sp=r&sig=THLfDScXMx2By8%2F56aqra8gc2hPA2A8N%2BScFNYGeZnc%3D) ### Update Voicemail Status You can update the status of a voicemail to track where it is in the follow-up process. 1. Go to your Contact Center Pro account. 2. In the side panel, select **Urgent Follow Ups** > **Voicemails**. 3. Locate the voicemail and click **View**. 4. In the *Voicemail Details* flyout, click the **Status** field to open the dropdown, then select one of the following options: - **New**: The voicemail has not yet been reviewed or acted on. - **Contact Attempted**: A follow-up call or outreach has been initiated. - **Follow-up Needed**: The voicemail requires additional follow-up. - **Resolved**: The voicemail has been fully addressed. 5. Click the blue checkmark to confirm, or **X** to cancel. 6. If you selected **Resolved**, a confirmation message explains that the voicemail moves to the *Done* tab and frees up space in your voicemail box, and that you can no longer listen to it by dialing in. Confirm to continue. To stop seeing this message in your browser, select **Don't show again**. ![Voicemail details showing status options with a focus on 'Follow-Up Needed'.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1784899130109.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A08Z&se=2026-10-31T03%3A40%3A08Z&sr=c&sp=r&sig=THLfDScXMx2By8%2F56aqra8gc2hPA2A8N%2BScFNYGeZnc%3D) > [!NOTE] > **Note:** Marking a voicemail **Resolved** removes it from your phone voicemail inbox and frees up that space right away — the recording and transcript stay available in the *Done* tab, you just can't reach the voicemail anymore by dialing in. **Contact Attempted** and **Follow-up Needed** update the follow-up but keep the message in your phone inbox, where it continues to count toward the message limit. The follow-up record remains in the Voicemails tab regardless of status. If a voicemail can't be removed from your phone inbox, its status stays the same and an error message appears. ## Want to learn more? - See [Contact Center Pro](/construction/docs/contact-center-pro-home) - See [Access your voicemails by phone in Contact Center Pro](/construction/docs/access-your-voicemails-in-contact-center-pro#overview) - See [Manage Contact Center Pro permissions](/construction/docs/manage-contact-center-pro-permissions)