--- title: "View and manage Voicemails from Follow Ups in Contact Center Pro" slug: "view-and-manage-voicemails-in-contact-center-pro" updated: 2026-07-24T13:22:38Z published: 2026-07-24T13:22:38Z 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](/v1/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 *Action Voicemail* permission is required to view and act on voicemail follow-ups assigned to you. The *Assign Voicemail* 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. ## 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. - Voicemail transcripts are not yet available. Recordings can be played back directly in the *Voicemail Details* flyout. - **Follow-up status and your phone inbox stay in sync.** The status you set in the *Voicemails* table affects your phone voicemail inbox, and vice versa. When you mark a voicemail *Resolved* in follow-ups, it is deleted from your phone voicemail inbox; resolving or deleting it by phone updates the follow-up as well. - **Resolve or delete voicemails to keep your phone inbox from filling up.** Your phone voicemail inbox holds a maximum of 100 messages. Only marking a voicemail *Resolved* (or deleting it by phone) removes it from that inbox. Marking a voicemail *Contact Attempted* or *Follow-up Needed* marks it as read but does **not** remove it—it still counts toward the 100-message limit. If the inbox reaches 100 messages, callers will no longer be able to leave a voicemail, so resolve or delete 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) The *Voicemails* screen opens, organized into three tabs: - **Open**: Contains all new voicemails that have not yet been marked as *Resolved* or *Dismissed*. - **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 dismissed as needed. - **Done**: Stores all voicemails marked as *Resolved* or *Dismissed*. ![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) ### 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) > [!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. > [!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 showing status, date, and customer information for follow-up.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-voicemails-in-contact-center-pro-image-h0mbqb07.png) ### 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. ![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) > [!NOTE] > **Note:** Marking a voicemail *Resolved* also removes it from your phone voicemail inbox. *Contact Attempted* and *Follow-up Needed* mark the message as read but keep it in your phone inbox, where it continues to count toward the 100-message limit. The follow-up record remains in the *Voicemails* tab regardless of status. ### Dismiss a Voicemail You can dismiss a voicemail if you determine it does not require further follow-up. 1. In the *Voicemail Details* flyout, check the voicemail details. 2. Click **Dismiss** if no follow-up is needed. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Access your voicemails by phone in Contact Center Pro](/v1/docs/access-your-voicemails-in-contact-center-pro#overview)