Voicemail & Voicemail Transcription

    Zoho Voice ensures you never miss important messages, even when calls go unanswered due to agent unavailability, whether they’re busy, offline, or outside business hours. Callers can leave a voicemail that you can easily play, download, or call back to them. You can also enable email notifications for missed calls with voicemails, Additionally, with the Voicemail Transcription feature, voicemails are converted into text, allowing you to quickly read messages without having to listen to the recordings.


    Configure Voicemail in Call Action Handler

    You can set up voicemails in the Call Action Handler to handle calls when agents are unavailable. To configure voicemail:

    1. Go to Call Config module and click edit icon of an desired Active number.

    2. Scroll down to the Call Action Handler field and click the edit icon.

    3. Select the Voicemail option from the dropdown.

    4. Choose between:

      • Text: Type your message in the configured language.

      • Audio: Click the Audio tab and select a file from the dropdown list. (These are pre-uploaded files from the Settings → Audio File → IVR Audio page). If the required audio is not available, click the upload icon, name the file, and upload your audio. The created audio profile will be available in the dropdown for future use.

    5. Click Save.

      Note

      If the agent has already configured a voicemail greeting, the voicemail for this number will not be played.

    Learn more about call action handler.


    Set Email Notification for Voicemails

    You can receive email notifications for missed calls, with the voicemail attached. To enable email notification:

    1. Go to Settings and click My Profile.

    2. Scroll down to the Email Notification section and select the Missed calls with voicemail option.

    3. Click Update.


    Play the voicemail messages

    1. Go to Logs and select the Voicemail tab.

    2. Hover over the Recordings icon for the desired log, and click Play.


    Voicemail Transcription

    Zoho Voice offers two ways to transcribe voicemails, making it easier to review and manage messages:

    • Automatic Transcription - Enable voicemail transcription to convert all voicemails into text automatically.

    • On-Demand Transcription - Transcribe only the voicemails you need, whenever required.


    Configure Auto-voicemail Transcription

    You can preconfigure voicemail transcription for a number in the Call Config module. Once configured, voicemails sent to that number will be transcribed automatically.

    To configure the auto voicemail transcription:

    1. Go to the Call Config module in the left sidebar menu.

    2. In the Active tab, click the Edit Config icon next to the number you want to configure the voicemail transcription.

    3. Scroll down to the Voicemail Transcription section and configure the field as:

      • Voicemail Transcription: Enable for transcribing your voicemail.

      • Voicemail Language: Select the language of the recorded voicemails. Transcript will also be available in the selected language.

        Note

        Transcription charges of 0.025 credits/min applies. This charge is not applicable for users of the unlimited plan.

    4. Click Save once your configuration is set. 
       

    Generate Voicemail Transcription on-demand

    You can prefer to manually transcribe a voicemail whenever needed. To generate a voicemail transcription on demand:

    1. Go to Logs and select the Voicemail tab.

    2. Hover over the Recordings icon of the desired log, and click Generate.

    3. Select the audio language of the voicemail from the dropdown and click Transcribe.

      Note

      Transcription charges of 0.025 credits/min applies. This charge is not applicable for users of the unlimited plan.

    The voicemail transcription will be displayed.

    If you selected the wrong audio language, you can delete the transcript and transcribe again using the correct language.

     
    View the generated voicemail transcript 

    1. Go to Logs and select the Voicemail tab.

    2. For the voicemail transcription generated (both Auto and On-Demand generation), hover over the Recordings icon and click View.

    3. You can also Download and Delete the transcription.

    If deleted, you can regenerate the transcription again.

    Note

    Charges will be applicable for regenerating the transcript. This is not applicable for users of the unlimited plan.


    Supported languages

    Zoho Voice supports voicemail transcription in the following languages.

    • English - US

    • English - UK

    • English - IN

    • English - AU

    • English - CA

    • Dutch - NL

    • French - CA

    • French - FR

    • German - DE

    • Hindi - IN

    • Italian - IT

    • Japanese - JP

    • Korean - KR

    • Portuguese - BR

    • Portuguese - PT

    • Spanish - US

    • Spanish - ES

    • Russian - RU

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