Manage voicemail callbacks with Voicemail Follow Ups
Voicemail Follow Ups gives your team a centralized place in Contact Center Pro to track, assign, and act on every voicemail, so callbacks don't get missed.
Available inProMax
Feature type
Enhancement
Industry
All business types
Roles
AdministratorsCSRs
Region
United StatesCanada
What's changing
Before, agents had to call into a voicemail inbox by phone to check for messages, which made it slow to prioritize callbacks, and callbacks were often missed. Now, voicemails from personal and group inboxes appear automatically under Urgent Follow Ups > Voicemails, with a status, an assignee, and playback, so every message gets a response and your team keeps long-term access to recordings even after the original voicemail is deleted from the phone system. Note: this does not yet include a transcript of the message.
Workflow comparison — before & after
← Before
✓ After
1.A caller leaves a voicemail in a personal or group inbox.
1.A caller leaves a voicemail in a personal or group inbox.
2.An agent dials into the voicemail inbox by phone to check for new messages.
2.The voicemail appears automatically under Urgent Follow Ups > Voicemails with a status of New.
3.The agent enters a personal identification number (PIN) to listen to each message one at a time.
3.An agent assigns the voicemail to themselves or a teammate.
4.The agent writes down or remembers who to call back.
4.The agent plays the recording in CCPro and returns the call, then updates the status.
⚠ Callbacks are slow, often missed, and hard to track across a team.
✓ Every voicemail is tracked, assigned, and stored long-term, so callbacks happen faster and nothing falls through the cracks.
Resources
How it works for your industry
Residential Service and Replacement
- A call center's group voicemail fills up after hours. Instead of dialing in the next morning, the manager sees five new entries under Voicemails and assigns them to available CSRs.
- A homeowner leaves a voicemail asking to reschedule. The CSR marks it Follow-up Needed after the first attempt fails, so it doesn't get dropped.
Commercial Service and Replacement
- A property manager leaves an urgent voicemail about a rooftop unit (RTU) outage. The group voicemail follow-up shows the age of the message in hours, so dispatch prioritizes it.
- A commercial account has multiple job sites calling the same group line. The account match on caller ID helps the office tell which site called.
- A facilities coordinator's callback is marked Resolved and moved to Done, giving the office a clean audit trail for that account.
Residential Construction
- A subcontractor leaves a voicemail about a permit delay. The project coordinator assigns it to themselves directly from the follow-ups table.
- A homeowner calls about a change order after hours. The voicemail shows in the CSR's follow-up table the next morning with full contact info already matched.
- A voicemail is dismissed after the caller reaches the office directly. The record still keeps the recording for the project file.
Commercial Construction
- A general contractor's group voicemail receives a bid question. The office assigns it to the estimator instead of relying on someone to check the inbox.
- A voicemail from a subcontractor sits unresolved for a week and automatically moves to the Cold tab, prompting review.
- A resolved voicemail keeps its recording on file for change-order documentation, even after the message is deleted from the phone system.
Roofing and Exteriors
- A storm-response call center gets a wave of voicemails after a hailstorm. Each one is assigned in bulk to available CSRs so no homeowner waits.
- An adjuster calls back about a claim. The CSR marks Contact Attempted so a teammate knows not to duplicate the callback.
- A roofing job's voicemail links automatically to the existing account record, saving the CSR a lookup step.
How to prepare
01
This feature ships with two new permissions, both defaulted to off. Confirm which roles should have them turned on before rollout: Edit Voicemail Follow Ups (lets someone view and act on voicemail follow-ups assigned to them) and Assign Follow Ups to Others (lets someone assign or unassign a voicemail for themselves or others). Confirm which roles should have these turned on before rollout.
02
Confirm your team's group voicemail inboxes are already set up in Routing Workflows, then assign employees to the inboxes they need to monitor under User Management > Assign Voicemail Inbox. This step isn't needed for personal voicemails, which auto-assign to their owner.
03
Identify who on your team should be assigned voicemail follow-ups by default, and align on how quickly follow-ups should move from New to Resolved.
04
Train CSRs and dispatchers on the new Voicemails table under Urgent Follow Ups, including the Open, Cold, and Done tabs.
05
Bookmark any knowledge base articles or Academy videos for team training.