In CallHippo, voicemail can be set at User Level and Number Level, each serving a different purpose.

User Voicemail

What It Means: The voicemail is specific to an individual agent (user).
How It Works: If a user is unavailable or doesn’t answer a call, the voicemail message for that specific user is played.

Benefits:

  • Personalized Greetings – The agent can record a custom voicemail message.

  • Direct Follow-ups – Customers can leave messages specifically for that agent.

  • Better Agent Accountability – Ensures the right person responds to missed calls.

Limitations:

  • If the user is unavailable for an extended time, messages might go unanswered.

  • Not ideal for teams handling shared responsibilities.

Number Voicemail

What It Means: The voicemail is linked to a specific phone number, not an individual user.
How It Works: If no team member answers a call to that number, the number’s voicemail greeting is played instead of an individual user’s voicemail.

Benefits:

  • Better Call Coverage – Ensures no call goes unanswered, even if a specific user is unavailable.

  • Team-Based Responses – Any available agent can listen to and act on voicemails.

  • Ideal for Shared Numbers – Works best for support, sales, and general inquiry lines.

Limitations:

  • Less personalized – Customers may not know who will return their call.

  • Harder to track responsibility for follow-ups.

Setup Guide:

Number Voicemail

Case 1: Standard Number Voicemail

If an agent has enabled voicemail from Number Settings, the following happens:
1. A client calls the agent’s number.
2. If the agent rejects or does not pick up, the client gets an option to leave a voicemail.
3. The agent can check and listen to the voicemail in the Activity Feed.

Case 2: Always Closed Voicemail

If the agent has set Open Hours as Always Closed and enabled voicemail:
1. Clients calling that number are directly sent to voicemail (without ringing).
2. The client leaves a voicemail message.
3. The agent can access and review the voicemail in the Activity Feed.


User Voicemail

To enable User Voicemail, follow these steps:

Step 1: Enable Number Voicemail

Navigate to Number Settings and activate voicemail.

Step 2: Set Up IVR (Interactive Voice Response)

In Number Settings, configure an IVR system to route calls properly.

Step 3: Enable User Voicemail

Once Number Voicemail and IVR are set up, enable User Voicemail in the user settings.

How It Works:

  • If an IVR is assigned and a client calls, the system will redirect them to voicemail.

  • The user will receive the voicemail, and it can be accessed in the Activity Feed.