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Shared Voicemail Boxes

Shared voicemail boxes are voicemail boxes that are not tied to any individual user. They provide a single destination where callers can leave messages for an entire department, team, or function.

When to Use a Shared Voicemail Box​

Shared voicemail boxes are useful when messages should be accessible to a group rather than a single person:

  • Departments — A "Sales" or "Support" voicemail box that the whole team monitors.
  • After-hours — A general mailbox for calls that arrive outside business hours.
  • Overflow — A fallback destination when a ring group times out and no one is available.

Viewing Shared Voicemail Boxes​

Navigate to Shared Voicemails from the sidebar. The table shows all shared voicemail boxes for the selected account, including their name, extension number, and email address.

From the list, you can:

  • Click a row to open the detail page.
  • Use the eraser icon to clear all voicemail messages in a box.
  • Use the trash icon to delete a box entirely.

Creating a Shared Voicemail Box​

  1. Click Add Shared Voicemail in the top-right corner.
  2. Enter a Name for the voicemail box (e.g., "Sales Voicemail" or "After-Hours").
  3. (Optional) Set an Extension Number to make the box directly dialable.
  4. (Optional) Set a PIN (4–10 digits) for phone access. If you leave it blank, any team member dialing from an account phone can set one on first access — see Voicemail Phone Access.
  5. Click Create.

Shared Voicemail Box Settings​

Click on any shared voicemail box row to open its detail page. All settings are saved automatically when you change them.

  • Extension (optional) — An extension number to make the shared voicemail box directly dialable from within your phone system.
  • PIN (optional) — A numeric PIN (4–10 digits) for remote voicemail access. When empty, any team member calling from an account phone can set the PIN on first access. See Voicemail Phone Access.
  • Unavailable Greeting (optional) — A custom audio message callers hear when they reach this voicemail box. See Voicemail Greetings. When no greeting is set, a default system announcement is played.
  • Email (optional) — An email address that receives new voicemail notifications. When set, the toggles below control what is included in each notification.
  • Include AI Summary — Include an AI-generated summary of the voicemail message. Enabled by default.
  • Include Full Transcript — Include the full text transcript of the voicemail message. Enabled by default.
  • Attach Voicemail Audio — Attach the voicemail recording as an MP3 file. Enabled by default.
  • Delete After Email — When enabled, voicemail messages are automatically deleted after the email notification is sent. This option is only available when Attach Voicemail Audio is enabled. Useful when the team manages voicemails entirely through email and does not need to keep them in the system.
note

Storage limit: Each shared voicemail box can store up to 99 messages. When the limit is reached, the oldest message is automatically deleted to make room for new ones. To retain all messages long-term, enable Delete After Email with an email address so messages are delivered before being removed.

Using with Ring Groups​

Shared voicemail boxes can be configured as the timeout destination for a ring group. When no ring group member answers within the timeout period, the call is sent to the shared voicemail box.

To set this up, open the ring group's detail page and set Timeout Behavior to Voicemail, then select the target shared voicemail box from the picker. See Ring Groups for more details.

Renaming a Shared Voicemail Box​

Click the shared voicemail box name at the top of the detail page to edit it inline. Press Enter or click away to save.

Clearing Voicemail Messages​

To delete all voicemail messages in a box without deleting the box itself, click the eraser icon in the list table and confirm. This permanently removes all messages and cannot be undone.

Deleting a Shared Voicemail Box​

To delete a shared voicemail box and all its messages, click the trash icon in the list table and confirm. This action cannot be undone.