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When a Customer leaves a voicemail instead of waiting to reach an Agent, the voicemail is handled like any other request from a Customer where you’ll be taken straight to their Customer Profile. A recording of the voicemail will be available in the Conversation Timeline.
Respond to a voicemail #
- Gladly automatically defaults to the last Channel a Customer contacted you on. In this case, since they last reached out by phone, you’ll notice the reply bar defaults to Reply with a call.
- To call the Customer back, click anywhere along the reply bar, and you’ll see the call window pop up, ready for you to make your call.
Tip – Contact the Customer through another Channel
Just because the Customer reached out by phone doesn’t mean you have to contact them through the same Channel. For example. if they have a phone number tagged for SMS or Facebook Messenger enabled, you have the option to send them a message/text as well.
