Brand Level and Agent-Specific Voicemail Drop Feature

Feature Overview

The Voicemail Drop feature allows agents to automatically send a preselected voicemail after the beep during a call, which helps maintain a personalized agent-to-customer relationship.

Agents can upload their own pre-recorded voicemails, which can be associated with specific campaigns and easily searched within the Agent Desktop during call wrapping. This ensures both a personal touch and efficient call handling. Additionally, admins can review and edit these voicemails as needed, ensuring consistency and quality across the board.

Understanding the Different Types of Voicemail Recordings

What types of voicemail recordings are available in the system?
You can create two types of voicemail recordings, each serving different purposes:

1. Brand-Level Voicemail Recordings (Settings > Recordings for Admins)

   • Usage: These recordings are created at the brand level and can be used for voicemails in individual campaigns or manual outbound calls.
   • Characteristics: They are designed for general use and do not include personalization. They are ideal for situations where a consistent, brand-approved message is required.

2. Agent-Specific Voicemail Recordings (Settings > My Settings for Agents)

   • Usage: These recordings are uploaded by agents and can be used for campaigns, outbound calls to contacts with sub-brands, and general outbound calls.
   • Characteristics: These recordings are personalized, allowing agents to maintain a closer connection with their contacts. They combine the personal touch of a tailored message with the efficiency of a pre-recorded voicemail, making them suitable for both campaign-specific and broad outreach.

Uploading Voicemail Recordings

Brand-Level Voicemail Recordings

Agent-Specific Voicemail Recordings

When to use Campaign association? 

When to use Sub-Brand association?

Using Voicemail Recordings In Agent Desktop

How do I (agent) drop a voicemail during a call?

1. Listen for the Beep: During manual outbound or campaign calls, wait for the voicemail prompt.
2. Preselected Voicemail: The system will prefill a voicemail based on set rules (see below).
3. Change Voicemail (Optional): Click the voicemail icon to select a different voicemail from the dropdown list if needed.
4. Drop the Voicemail: Once satisfied with your selection, click "Drop Voicemail" to send it.

How is the preselected voicemail determined for manual outbound calls?
For manual outbound calls, the system follows these rules:

• Preselected Voicemail: The agent's default voicemail is preselected if available.
  
  • If default is blank, but the contact has sub-brand on the profile, the earliest recording with ONLY sub-brand associated will be selected. 
• Fallback Option: If the agent doesn't have a default voicemail and there is no contact sub-brand, the brand-level default voicemail is used.
• Manual Selection: Agents can search and select from a list that includes all the brand's default recordings (account level) and the agent's own recordings, displayed alphabetically.

How is the preselected voicemail determined for campaign calls when the contact has NO sub-brand?
For campaign calls without a sub-brand on the contact:

• Preselected Voicemail: The system preselects the agent’s first recording (by creation date) that matches the campaign.
• Fallback Options:
  • If no matching agent recordings exist, the agent’s default voicemail is used.
  • If the agent has no default, the brand's selected recording for that campaign is used.
• Manual Selection: Agents can search and select from the brand's campaign-specific recording and all of their recordings.

How is the preselected voicemail determined for campaign calls when the contact has a sub-brand?
For campaign calls where the contact has a sub-brand:

• Preselected Voicemail: The system searches for a matching recording in the following order:
  1. The first agent recording (by creation date) that matches both the campaign and the sub-brand.
  2. If no such recording exists, it defaults to the agent’s recording that matches either the campaign or the sub-brand, prioritizing the sub-brand if there's a conflict.
• Fallback Options:
  • If no matching agent recordings exist, the agent’s default voicemail is used.
  • If the agent has no default, the brand's selected recording for that campaign is used.
• Manual Override: Agents can search and select from the brand's campaign-specific recording and all of their recordings.

Can I (agent) override the preselected voicemail?
Yes, agents can always search for and select a different recording from the available list, regardless of which voicemail is preselected.