Work with the voicemail flow

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Genesys Cloud implements voicemail functionality within Architect voicemail call flows, enabling customization of voicemail behavior while maintaining unchanged voicemail retrieval and configuration options such as PIN, greeting, and name prompts. The feature affects only how voicemails are recorded and submitted, with key capabilities including customizing voicemail behavior, adding enhanced voicemail support across any language, tracking flow dependencies, and configuring default settings. Architect administrators can configure menu settings such as repetition count, selection timeout, and extension dialing parameters. The platform enables speech recognition with company directory options, supports multiple languages with default language assignment, manages data resources, and allows callers to opt out of voicemail. Users require specific Architect permissions—Flow - Add, Flow - Edit, and Flow - View—to work with voicemail flows. The system supports default action settings, error handling behavior configuration, and dependency tracking for flow objects. Comprehensive documentation is available covering voicemail flow , default settings configuration, speech recognition setup, language selection, and caller opt-out functionality. Genesys Cloud provides documentation support through a feedback mechanism that allows users to report on article quality and helpfulness. The feedback system captures user role information including Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other, along with specific reasons for ratings such as accuracy, clarity, outdatedness, and ease of navigation. Users can request community assistance for unresolved questions and access suggested related articles covering topics such as Architect functionality, voicemail configuration, ACD voicemail interactions, voicemail opt-out flows, custom greeting implementation, and voice interaction features for agents. The feedback process includes privacy policy acknowledgment, ensuring compliance with Genesys Cloud's data handling standards

PrerequisitesClick to expand

Use a voicemail flow to customize the behavior when a person leaves a voicemail or to add more voicemail support.

Because Architect run easily customizable flows in any language, Genesys Cloud implements the ability to leave voicemails within voicemail call flows. However, users experience no changes to the way they currently retrieve their voicemails or to the way that they configure voicemail options such as PIN, greeting, or name prompts. This feature only affects the way voicemails are recorded and submitted. To learn more about the Architect voicemail flow, review these articles.

Article	Description
Voicemail flow overview	Learn how Architect handles the default voicemail flow.
Set up default action settings	Set up default action behavior.
Set default event handling behavior	Configure how Architect behaves when an error occurs, such as an invalid entry made by the interaction.
Configure default menu settings	Set default menu settings such as the number of times to repeat the menu, menu selection timeout, whether to listen for extension dialing, and the maximum delay for extension dialing.
Default speech recognition settings	Select whether to enable speech recognition for the entire flow, company directory options, and default flow-level speech settings.
Choose supported languages	Select the languages you want to support in the voicemail flow and set the default language for the voicemail flow.
Manage data resources in the flow	View and configure flow data resources, review locations where the resources appear within the flow.
View dependencies in the flow	See the interaction between the objects that make up the flow, and the flow itself. Architect supports the ability to track dependencies for objects used in a flow.
About Architect	Find more information on flows, including configuring default settings; managing flows; dependency searches; flow design resources; and tips, best practices, and troubleshooting.
Architect permissions overview	Architect permissions are based on flow design tasks, or job functions. An administrator from the Genesys Cloud organization must assign the appropriate permissions to an Architect user.
Task and state editor actions	Learn about the task and state actions that you can use within voicemail flows.
Voicemail collection in the Architect default voicemail flow	Learn how Architect logic works to collect voicemail snippets.
Configure a voicemail flow to allow a caller to opt out of voicemail	Configure the Architect voicemail flow to allow an inbound caller to opt out of directing to a Genesys Cloud user’s voicemail.

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Work with the voicemail flow

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