--- title: "Configure voicemail settings in Contact Center Pro" slug: "configure-voicemail-settings-in-contact-center-pro" updated: 2026-05-26T19:18:54Z published: 2026-05-26T19:18:54Z --- > ## 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. # Configure voicemail settings in Contact Center Pro ## Overview Enable *Personal Voicemails* for your employees to capture important messages on their dedicated phone lines. Set up *Group Voicemails* within your routing workflows to efficiently manage missed company calls, filter unwanted calls, and reduce reliance on after-hours answering services for non-emergency inquiries. This enhances responsiveness and ensures important messages reach the right team members. --- ### #### Who uses this feature - Administrators - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager to request a network. - The *View & Edit User Management* and *Edit Routing Workflows* permissions are required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - You can only set up group voicemails while configuring your [Routing Workflow](/v1/docs/set-call-routing-rules-in-contact-center-pro). In the routing workflow settings, you can select one of these options: **Select an existing group voicemail** or **Create a new group voicemail**. - You can customize the default PIN at any time. Any changes made to the PIN through the phone are reflected in the voicemail settings as well. - Note that any changes you make to a group voicemail in a workflow will impact all workflows using that voicemail. For example, updating the voicemail greeting type in a workflow will also affect other workflows that use the same voicemail. - If you use the current *Transfers* functionality to transfer calls to other agents by typing in their direct line, we recommend enabling voicemail for the users who receive transfers. Otherwise, the call disconnects if they're not online/available to answer, leading to poor customer experience. - Deactivating a user in Enterprise Hub automatically removes their seat, Direct Line, personal voicemail, queues, and voicemail assignments. If they were the primary recipient on a group voicemail, they're removed and the first CC recipient is promoted to primary. These changes take effect within one hour. ## Voicemails overview Voicemails ensure that important messages are captured when calls go unanswered, helping you stay responsive and organized. You can configure your settings to allow callers to leave a voicemail, enabling you to listen to their messages before calling them back. Two distinct voicemail configuration options are available in Contact Center Pro: - **Personal Voicemail**: Assigned to individual users for private message retrieval, ensuring direct and efficient communication. Enabled in *User Management* and configured by the agents, it applies only to an agent's personal calls to their *Personal Line* number. For more, see [Enable Personal Voicemails for your employees](/v1/docs/configure-voicemail-settings-in-contact-center-pro#enable-personal-voicemails-for-your-office-employees). > [!NOTE] > **Note:** Admins do not set personal greetings or PINs for private voicemails. The Personal Voicemail comes with a default greeting and PIN, but office employees can customize them at any time. Changes made through the phone will update the voicemail settings automatically. For more information, see [Manage your voicemails in Contact Center Pro](/v1/docs/manage-your-voicemails-in-contact-center-pro). - **Group Voicemail**: Integrated into *Routing Workflows*, enabling multiple users to access and respond to messages. This improves responsiveness for business calls and ensures timely follow-ups. For more, see [Create a group voicemail in Contact Center Pro](/v1/docs/configure-voicemail-settings-in-contact-center-pro#create-a-group-voicemail). ## Enable personal voicemails for your office employees You can set up personal voicemails in the *User Management* screen. 1. In Contact Center Pro, go to **Settings**![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png)**> User Management**. 2. In the *User Management* screen, select an employee account of your choice. ![Select an employee accoubt in the User Management screen](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-18j58gyv.png) 3. In the *User Details* flyout that opens, enable the **Personal Voicemail** toggle. ![Enable Personal Voicemail](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-9h3i973f.png) 4. In the confirmation pop-up that opens, click **Save** to confirm your action. 5. Enable the **Allow Email Notifications** toggle. The *Primary Recipient Email Address* is pre-filled with the employee's Enterprise Hub email address. 6. (Optional) From the **CC Recipients Email Address** dropdown, select additional users to receive a copy of the notifications. > [!NOTE] > **Note:** You can add a maximum of 10 CC recipients. ![CC Recipients Email Address](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-3hewugab.png) > [!WARNING] > **Caution:** For security reasons, the dropdown only lists Enterprise Hub user emails. Custom emails aren't supported. To notify external addresses, forward the received email notifications. When complete, the toggle will activate, and a new section will appear in the agent's *My Phone Settings* tab. > [!WARNING] > **Caution:** To disable personal voicemail for an agent, simply click the toggle again. If you delete their voicemail, they'll lose access to their previous messages as they are not stored. ## Create a group voicemail You can set up group voicemails while configuring the *Routing Workflows* for your contact center. To create new group voicemails: 1. [Configure your routing workflow](/v1/docs/set-call-routing-rules-in-contact-center-pro) and select **Group Voicemail** as your routing module. 2. In the *Group Voicemail* flyout that opens, select **Create new group voicemail**. > [!NOTE] > **Note:** If you already have a voicemail set up, click **Select existing group voicemail** to use your pre-configured voicemail. Only group voicemails will be shown; personal voicemails cannot be selected. ![Create new group voicemail](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-4whn2zxa.png) 3. Enter the **Group Voicemail Name**. This defaults to the voicemail number. 4. Configure the **Voicemail Greeting** to select and customize the message customers hear when reaching your voicemail. For more, see [Configure Voicemail Greeting](/v1/docs/configure-voicemail-settings-in-contact-center-pro#configure-group-voicemail-greeting). 5. Configure the **Voicemail Access** by setting a PIN. Employees must enter their PIN when accessing the voicemail box. For more, see [Configure Voicemail Access](/v1/docs/configure-voicemail-settings-in-contact-center-pro#configure-group-voicemail-access). 6. When finished, click **Save**. ![Create group voicemail screen](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-3gnne8o8.png) ## Configure group voicemail greeting 1. In the *Voicemail Greeting* section, click **Edit**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png). 2. Choose any of the following options: - **Text-to-Speech:** Enter a text-based message, which is automatically converted into an audio voicemail. The default message is automatically populated, and you can customize it at any time. ![Text-to-Speech option](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-6eqyazab.png) - **Audio File:** Upload a pre-recorded audio file to be played when the customer reaches your voicemail. > [!NOTE] > **Note:** The system supports voicemail audio files in the .mp3, .wav, and .ogg formats. ![Audio File](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-ay22oxql.png) - **Record Message:** Use the recording feature to create a custom voicemail message directly within this page. 1. Click **Record** to begin recording your message. ![Record message for a group voicemail](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-p1jejjrk.png) 2. (Optional) Click **Pause** to temporarily stop the recording. Click **Resume** to continue. ![Pause your message](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-1aomdi5y.png) 3. Once finished, click **Save** to store your recording. ![Save your voicemail message](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-8nolkgmx.png) 3. When finished, click **Confirm**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-check.png)****. ![Record a voicemail message](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-byjc9rca.png) When you click **Confirm**![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-check.png), the system converts your voicemail greeting (Text-to-Speech, recorded message, or uploaded file) into an *audio file* and adds it to the *Audio File* section. From the *Audio File* section, you have the option to: - **Download** the generated voicemail greeting for backup or external use. - **Delete** the audio file if you wish to replace or remove it. ![From the Audio File section select Download or Delete](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-zsilh84k.png) ## Configure group voicemail access In the *PIN #* field, enter the PIN that employees should dial to access the voicemail box, providing secure and restricted access to messages. ![In the PIN # field, enter the PIN that employees should dial to](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-bqwt5efj.png) > [!NOTE] > **Note:** You can customize the default PIN at any time. Any changes made to the PIN through the phone are reflected in the voicemail settings. ## Get your group voicemail Mailbox number After setting up your group voicemail and adding it to your workflow, a *Mailbox number* is generated for employees to access the voicemail box. They will need both the *Mailbox number* and the *PIN #* to retrieve messages. Once the voicemail setup is complete, access the **Voicemail** module in your workflow again to find your group voicemail Mailbox number. ![Voicemail Access screen](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-5aimefab.png) For more information, see [Manage your voicemails in Contact Center Pro](/v1/docs/manage-your-voicemails-in-contact-center-pro). ## Configure your group voicemail Notification Settings Enable email notifications to alert recipients when new voicemails arrive in the group inbox. 1. In the *Notification Settings* section, enable the **Send voicemails to email** toggle. 2. From the **Primary Recipient Email Address** dropdown, choose the user who should receive the notifications. 3. (Optional) From the **CC Recipients Email Address** dropdown, select additional users to receive a copy of the notifications. > [!NOTE] > **Note:** You can add a maximum of 10 CC recipients. ![From the Primary Recipient Email Address dropdown, choose the user who should receive the notifications](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/configure-voicemail-settings-in-contact-center-pro-image-1bhv7dhi.png) > [!WARNING] > **Caution:** For security reasons, the dropdowns only list Enterprise Hub user emails. Custom emails aren't supported. To notify external addresses, forward the received email notifications. ## FAQ --- ### #### Who needs a voicemail? It's up to you. Personal voicemail is most useful for office employees receiving direct or transferred calls, such as permit coordinators or managers. In these cases, if the user is not online, the call disconnects immediately; if the user is online but doesn't answer, the call disconnects after some time. #### How do I know if I received a voicemail? Because Contact Center Pro doesn't currently provide in-app notifications, you can enable email alerts to stay on top of new voicemails. We recommend checking your voicemail queue regularly throughout the day. However, setting up email notifications for your *personal* or *group* inboxes is the most effective way to be alerted when a new message arrives. For more, see [Configure voicemail settings in Contact Center Pro](/v1/docs/configure-voicemail-settings-in-contact-center-pro-eh). ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Manage users in Enterprise Hub](/v1/docs/manage-users-in-enterprise-hub) - See [View and edit employee information through User Management](/v1/docs/view-and-edit-employee-information-through-user-management) - See [Manage queues and agents through Call Center Management](/v1/docs/manage-queues-and-agents-through-call-center-monitoring)