How do I add a voicemail and greetings in Talk?

Question

How do I set up voicemail and greetings in Zendesk Talk?

Answer

Prerequisites

To follow the steps in this article you will need a Zendesk Talk plan, and have the Administrator role in your Zendesk account.

Note: This article is specific to configuring settings in Zendesk Talk. If you are using Sell voice, see the articles within the section: Using Sell Voice.

How to add a greeting

By default, your Talk phone number comes enabled 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 are going to record calls and format your greetings accordingly. For more information, see the articles:

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.

Once you have added a greeting file and chosen a greeting type, you can select the phone number for the greeting below. Click Save once you are finished.

For more information, see the articles:

How do I add a new greeting?

Managing outgoing greetings

Configuring voicemail options

Verification steps

After you have added a new greeting, call your Zendesk Talk number phone number from an external phone line to check and make sure that it plays as expected. For more information, see the article: Testing your voice support setup.