Voicemail & After-Hours Call Routing

Ensure no customer is left unanswered when your team is offline or during high-volume call spikes.

How After-Hours Routing Works

1. Schedule-Based Trigger: Outside of your configured Business Hours, incoming calls automatically play your after-hours greeting.
2. AI Voice Bot or Voicemail:
   • Option A (24/7 AI Agent): Let an AI agent answer the call, look up FAQs, and resolve basic requests.
   • Option B (Voicemail Recording): Prompt the caller to leave a message: “Thanks for calling Acme. Please leave your name and order number.”
3. Automated Transcription & Ticket Creation:
   • The voicemail audio is transcribed into text using AI speech recognition.
   • A new ticket is created in the Unified Inbox with audio playback and full transcript.

Related Guides