Published 23 May 2025
Purpose
This article outlines how to check voicemails in Dialpad, including your Personal Inbox, and shared lines such as Departments and Contact Centres. It also explains the difference between these inbox types and where to find voicemails for each.
Understanding the Difference: Personal Inbox vs Shared Lines
| Type | Description | Access |
| Personal Inbox | Your individual voicemail messages from calls directly to your personal number. | Accessible only by you. |
| Department / Contact Centre Voicemails | Shared inbox for calls coming into team-based lines. | Accessible only by users assigned as Operators, Agents, Supervisors, or Coaches. |
⚠️ Important Note: Access to a Department or Contact Centre voicemail inbox requires that you are assigned as an Operator, Agent, Supervisor, or Coach.
Scope: For any Dialpad user assigned a personal number and/or a shared line as Department or Contact Centre agent or operator.
Voicemails You May Access:
1. How to Access Your Personal Voicemails
2. How to Access Department or Contact Centre Voicemails
1. How to Access Your Personal Voicemails
Your Personal Inbox contains voicemails left on your direct Dialpad number.
- Log in to your Dialpad app or browser app via Dialpad.com/app
- Go to the Inbox section from the left-hand menu.
- Select the Voicemails tab at the top, you can:
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Play, download, forward, share or read the transcript of the voicemail.
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Call or message back directly from this screen.
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⚠️ Important Note: You can only message or text back a contact if you are assigned a mobile number. Speak to your Dialpad Admin for a mobile number with SMS capability.
✅ Tip: If you don’t see a voicemail you’re expecting, check if it was left on a Department or Contact Centre line instead.
2. How to Access Department or Contact Centre Voicemails
If you're assigned to a shared line such as a Department or Contact Centre, voicemails for those lines are kept separate from your personal inbox.
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From the Dialpad app or web version, go to the left-hand menu.
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Scroll to find and click on the Department or Contact Centre you're assigned to.
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These are listed below your personal line in the navigation menu.
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Once in the Department or Contact Centre click the Voicemails tab
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You can:
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Play or read transcripts of the voicemail.
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Tag teammates, comment, or assign follow-up actions (in Contact Centres).
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Check which agent picked up the call, or if it was missed entirely.
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⚠️ Important Note:
Only operators (for Departments) or agents (for Contact Centres) have access to shared line voicemails. If you don’t see the Department or Contact Centre in your Dialpad app, you may not have been added as an operator/agent. Contact your Dialpad admin to confirm access.
What's the Difference Between Personal and Shared Voicemails?
| Feature | Personal Inbox | Department/ Contact Centre |
| Belongs to... | Your individual Dialpad number | A team number shared by multiple users |
| Accessed by... | Only you | Operators/agents of that line only |
| Voicemail triggers | Missed calls, DND, outside working hours | Overflow, missed calls, queue timeout |
| Where to find it | Inbox > Voicemails | Team line > Voicemails tab |
| Action options | Personal reply or call back | Team-based collaboration or assignment |
📌 Reminder: You may be responsible for checking voicemails in both your personal and team inboxes, depending on your role.
Contact Us.
If you need more assistance, call or text us on 0480 006 410 or email support@untangled.com.au