Access voicemail and recordings in CX Cloud

AI-generated summary

Genesys Cloud provides voicemail and recording management capabilities integrated within CX Cloud's user inbox component, accessible directly from Salesforce Service Cloud Voice. Users can access personal and group voicemails through a unified inbox interface that displays caller information, group designation, and read status indicators, with filtering options by inbox type (All, Personal, Group) and status (All, Read, Unread). The system requires specific permissions for voicemail operations, including Voicemail – Receive, Voicemail – Delete, Voicemail – Download, Group Voicemail – Download, Call – Record, and Recording – Access. Key functionality includes playing messages through an embedded audio player with standard playback controls, managing voicemail status by marking entries as read or unread, deleting individual voicemails, and forwarding messages to other agents or queues while retaining original caller information. Users can add or edit notes for context and follow-up tracking, with group voicemail notes visible to all group members. The user inbox component displays an unread count badge on the utility bar icon that updates dynamically as new voicemails arrive and are played. Voicemails can be downloaded by opening the voicemail, accessing playback controls, selecting More, and choosing Download. Users also have access to call recordings they have recorded and stored via Genesys Cloud, accessible via the Recordings tab in the user inbox component. Recordings can be opened to display playback controls, allowing users to listen to, share, and manage recordings directly from the inbox. Forwarding operations respect existing Genesys Cloud permissions and route only within the organization. Genesys Cloud enables users to access and manage voicemails and recordings through persistent notes that carry across sessions.

PrerequisitesClick to expand

The following voicemail permissions for the agents in Genesys Cloud:

To enable voicemail: Voicemail > Voicemail – Receive
To enable the ability to delete a voicemail: Voicemail > Voicemail – Delete
To enable the ability to download a voicemail: Voicemail > Voicemail – Download
To enable the ability to download a group voicemail: Voicemail > Group Voicemail – Download

The following recording permissions for the agents in Genesys Cloud:

To record a call: Conversation > Call – Record
To access ad hoc recordings: Recording > Recording – Access

CX Cloud lets you access and manage both personal voicemails and group voicemails directly from the user inbox component. The user inbox provides a unified view of all voicemails, along with options to play, organize, forward, and download them.

When your administrator has added the user inbox component, you can see if you received a new personal or group voicemail and easily access it within Salesforce. You also get to access your call recordings that you have recorded and stored via Genesys Cloud.

Voicemail
User recordings

Open the contact center app in Salesforce Service Cloud Voice.
Open the user inbox component from the utility bar.
The user inbox lists your personal voicemails and any group voicemails for groups you belong to. If the component is docked in the utility bar, an unread count badge appears on the component icon. The badge count increases when a new voicemail is received and decreases when a voicemail is played, making it easy to identify voicemails that need attention.

The following illustration shows the voicemail component that opens from the utility bar:

The voicemail entries in the inbox are visually distinguished:

Group voicemails display a distinct group voicemail icon along with the caller’s name and name of the group the message was sent to.
Unread voicemails that are not yet listened to appear with a visual unread indicator, regardless of type. Once played or manually selected as read, the indicator is removed.

Filter the voicemail

To focus on a specific type of voicemail, use the filter control at the top of the inbox. The available views are:

Inbox – All, Personal, and Group voicemails.
Status – All, Read, and Unread voicemails of both personal and group voicemail types.

Play a voicemail

To listen to a voicemail, click open a voicemail from the list and the playback controls appear. Use the embedded audio player to control playback. Playback controls work identically for personal and group voicemails.

Manage voicemails

You can select the voicemail as unread or read, and delete it. You can manually update the read status of any voicemail without playing it.

Note: Deleting a group voicemail requires the Voicemail > Voicemail – Delete permission. If you do not see a delete option on a group voicemail, contact your administrator. The voicemail is removed from the platform and no longer appears in the inbox. You can delete only one voicemail at a time.

Forward voicemails

You can forward a personal or group voicemail to another agent or queue:

Click the More icon in the voicemail entry.
Select Forward voicemail.
In the search field, search for and select the destination agent or queue.
Click the Forward icon.

The original caller information is retained on the forwarded message. Forwarding follows your existing Genesys Cloud permissions and routes only to users and queues within your organization.

Add or view notes on a voicemail

Notes let you and your team track context or follow-up actions directly on a voicemail entry.

Click the Expand icon in the voicemail entry.
Click Edit and type your notes in the Add notes to your voicemail text box.
Click Save.

Note: For group voicemails, notes are visible to all members of that group. Notes persist across sessions.

Download voicemails

To download the voicemail, click open a voicemail for the playback controls. In the playback controls, click More and then select Download.

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