How do I add a voicemail and greetings in Voice?

Question

How do I set up voicemail and greetings in Voice?

Answer

Prerequisites

To follow the steps in this article, you need a Zendesk Voice plan (formerly Talk), and the admin role in your Zendesk account.

Note: This article is specific to configuring settings in Voice. If you use Sell Voice, see Using Sell Voice.

How to add a greeting

By default, your Voice phone number is active with a default voicemail greeting. To record a new voicemail greeting, navigate to your greetings and record a new greeting for the voicemail.

Before recording your greetings, decide if you record calls and format your greetings accordingly. For more information, see:

Best practices for call recording

How should I format audio files for custom greetings?

Next, record the greetings in the account using the web browser or upload a pre-recorded audio file. Navigate to Admin Center, then open Channels > Talk and email > Talk, and select Greetings. Click Add greeting.

Enter a name for the greeting and choose your Greeting Type. For example, select Voicemail for a new voicemail greeting.

After you add a greeting file and choose a greeting type, you can select the phone number for the greeting below. Click Save when you finish.

For more information, see:

How do I add a new greeting?

Managing outgoing greetings

Configuring voicemail options

Verification steps

After you add a new greeting, call your Voice number from an external phone line to check and ensure that it plays as expected. For more information, see Testing your voice support setup.