Manage voice messages

Support Note

As of 08/01/2015 we're no longer accepting requests for new voice mail providers. Add the requested provider to  Trello under the Apps list, then let the customer know that we'll follow-up when we've added the provider. In order to add support, the audio file must be attached to the email and in .mp3 format. 

Help Scout's Voicemail app works automatically, so there's no installation required. This article is about the voicemail integration, and how to manage voice messages in Help Scout.

In this article

How the integration works

You'll need to configure your voice or phone provider to send voice message notifications directly to Help Scout. You can send those messages to your catch-all support address (which auto-forwards to Help Scout) or to your unique mailbox alias. When your provider auto-forwards a voice message to Help Scout, we do two things:

  1. Classify the conversation as a phone call, turning the voicemail thread into a note.
  2. Enable you to attach the conversation to a customer profile, so that the message can be a part of their history moving forward.

Note: To see a complete list of supported providers, head over to our Apps page.

Looking at a phone call note

You'll see voice messages pop-up in your Unassigned folder like a regular conversation. Call details (as seen below) are added as a note. You can play back the message in Help Scout or download the audio file (.mp3) locally if needed.

Link voicemail to a customer

It's good to attach voice messages to a customer profile so you can have a thorough record of all communication. To do that, just open a voice message and take a look at the sidebar. Click on the change customer link seen in the right-hand sidebar to associate the voice message with a customer profile. 

Once the conversation is attached to a customer, you can reply to the customer via email in the same thread. Remember, since those voicemail details are added as a note, the customer will not see call information when you reply.

Supported voicemail providers:

Still stuck? How can we help? How can we help?