> ## Documentation Index
> Fetch the complete documentation index at: https://docs.custral.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voicemail

> Capture, transcribe, and triage voicemails left when a call isn't answered.

When a call to one of your numbers isn't answered, Custral plays a greeting and
lets the caller leave a message. The recording is transcribed and lands in the
**Voicemail inbox** in the dialer, attached to the call's conversation, with the
assigned teammate notified.

## How it works

1. An inbound call rings the assigned teammate.
2. If no one answers, Custral plays the number's **greeting** and records a
   message.
3. The recording is stored, transcribed, and a **Voicemail** appears in the
   dialer inbox (newest first), marked unread.
4. The audio is also attached to the call's conversation timeline, and the
   assigned teammate gets a notification (unless they've turned voicemail
   notifications off).

<Note>
  Leaving a voicemail is the caller choosing to record their own message, so voicemail capture is independent of the
  [call-recording policy](/comms/voice/recording). A number set to "Never record" still captures voicemails.
</Note>

## Setting the greeting

Open a number under **Settings → Phone & SMS → Numbers**, edit it, and set:

| Field                | What it does                                                                                 |
| -------------------- | -------------------------------------------------------------------------------------------- |
| **Voicemail**        | Toggle capture on/off. Off = the greeting plays and the call ends, with no message recorded. |
| **Greeting → Text**  | A spoken (text-to-speech) greeting.                                                          |
| **Greeting → Audio** | Upload an audio clip (mp3 / wav) played before the tone.                                     |

## The voicemail inbox

Open the dialer and click the **voicemail** icon. Each entry shows the caller
(contact name when the number matches a record, otherwise the number), the time,
and the duration, with an audio player and the transcript. Playing a voicemail
marks it read; the unread count shows on the dialer dock icon.

## Notifications

The assigned teammate is notified of a new voicemail across web, desktop, and
mobile. Toggle this under **Settings → Notifications → Voicemails**. The
notification names the caller and duration, never the transcript.

## Troubleshooting

| Symptom                                             | Likely cause                                                 | What to check                                                                                                             |
| --------------------------------------------------- | ------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------- |
| Callers can't leave a message                       | **Voicemail** is toggled off for that number                 | Edit the number and enable **Voicemail**.                                                                                 |
| A voicemail shows "Processing…"                     | Transcription / storage is still running                     | It resolves within a few seconds; the audio appears once stored. Persistent stalls show in the queue dashboard.           |
| No transcript on a voicemail                        | Transcription failed or the message was silent               | The recording is still playable; transcription is best-effort and a silent message yields no text.                        |
| Audio greeting didn't play                          | Upload failed or an unsupported format                       | Re-upload an mp3 / wav; Custral falls back to the text greeting if the audio can't be resolved.                           |
| No voicemail notification                           | Voicemail notifications are off, or the call had no assignee | Check **Settings → Notifications → Voicemails**, and that the number is assigned to a teammate.                           |
| Voicemail never recorded though the call was missed | The teammate answered then hung up (not a no-answer)         | Voicemail only triggers when the call isn't connected. A connected-then-ended call is logged as completed, not voicemail. |

## Related

<CardGroup cols={2}>
  <Card title="Recording" icon="microphone" href="/comms/voice/recording">
    Control when calls are recorded and transcribed.
  </Card>

  <Card title="Phone numbers" icon="phone" href="/comms/voice/numbers">
    Buy, assign, and configure your numbers.
  </Card>
</CardGroup>


## Related topics

- [Notifications](/start/settings/notifications.md)
- [Voice & Calls](/comms/voice/overview.md)
- [Mobile app](/start/apps/mobile.md)
- [Troubleshooting](/comms/voice/troubleshooting.md)
- [Dialer](/comms/voice/dialer.md)