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Set up voicemail

Owner, Admin

Line takes a voicemail when a call workflow reaches a Voicemail step. The default call workflow does this when nobody answers. You set the greeting in Channels › Calls › Voicemail.

Before you start

You need the Owner or Admin role to change voicemail settings. Every member can listen to voicemails.

Set the greeting

  1. Open Channels.
  2. Select Calls.
  3. Select Voicemail.
  4. Under Greeting, select a Greeting type:
    • Text-to-Speech: select a Language and a Voice. Type the Message. Select Test Audio to hear a preview in your browser.
    • Recorded: select Record Greeting and speak. A greeting can be up to 60 seconds. Select Stop, then Upload & Use.
  5. Select Save changes.

This greeting applies to every number that does not have its own greeting. The default message is "We are unable to take your call right now. Please leave a message after the tone."

Give a number its own greeting

  1. On the same page, go to Per-number greetings.
  2. Find the number and select Customise.
  3. Set the greeting.
  4. Select Add override.
  5. Select Save changes.

To go back to the workspace greeting, select Remove on the number.

Let a workflow use its own greeting

A Voicemail step in a workflow uses the workspace greeting by default (Account Default). To let a step play its own greeting:

  1. On the same page, go to the Workflows section.
  2. Turn on Allow custom voicemail in workflows.
  3. Select Save changes.
  4. In the workflow, open the Voicemail step and select Custom in Voicemail mode.

Listen to a voicemail

  1. Open Inbox.
  2. Select Calls.
  3. Open the conversation. The voicemail shows in the thread with its recording.

Line also sends a New Voicemail notification to the Line mobile app of each team member.

A caller can leave a message of up to 2 minutes. The recording stops when the caller is silent for 4 seconds, presses a key, or hangs up.

Voicemail transcripts

On the Pro and Business plans, Line writes a transcript of each voicemail. It shows under the voicemail in the thread. The Owner controls this with Transcribe voicemails in Channels › Calls › Transcription. See Record and transcribe calls.

Common problems

A workflow plays the workspace greeting, not its own. Turn on Allow custom voicemail in workflows, then save.

No transcript shows. Your plan is Starter, or Transcribe voicemails is off.