Set Up Voicemail

Voicemail enables contacts to leave a recorded message when calls cannot be routed to an available agent with the required inbound skill. Because voicemail is configured at the platform level, the experience is consistent across all agent applications.

To configure Voicemail for Agent Workspace for Salesforce Voice, refer to Set Up Voicemail.

Configure the Voicemail Player on the Voice Call Record Page

To play voicemail recordings directly from a Voice Call record, add the Voicemail Player Lightning Web Component (LWC) to the Voice Call Record Page in Salesforce Lightning App Builder.

Add the Voicemail Player component

  1. Open an existing Voice Call record.

  2. Select Setup and then select Edit Page.

    The Lightning App Builder opens.

  3. In the Components pane, search for Voicemail Player.

  4. Under Custom - Managed, locate Voicemail Player.

  5. Drag the Voicemail Player component to the desired location on the Voice Call Record Page.

    Place the component in a prominent area of the page so users can easily access voicemail recordings.

  6. Select Save.

  7. Select Activate if the page is not already active.

If you are configuring the application for the first time, your Salesforce org may not yet contain any Voice Call records. In this scenario, you cannot open an existing Voice Call record to access Edit Page. Instead, add the Voicemail Player component directly from Lightning App Builder.

Alternative Procedure for First-Time Configuration

Add the Voicemail Player component using Lightning App Builder (First-Time Setup)

  1. From Setup, search for Lightning App Builder.

  2. Open Lightning App Builder.

  3. Locate the Voice Call Record Page and select Edit.

  4. In the Components pane, search for Voicemail Player.

  5. Under Custom - Managed, drag the Voicemail Player component to the desired location on the page.

  6. Select Save.

  7. Select Activate if the page is not already active.

    Place the Voicemail Player component in a prominent area of the page so users can easily access voicemail recordings.