Published 22 May 2025
Purpose
To guide Dialpad users through accessing and managing voicemails in shared lines such as Departments and Contact Centres, including assignment, resolution, and bulk voicemail handling.
Voicemail Assignment and Resolution Notes
Assigning voicemails helps ensure that each message has a clear owner for follow-up, while resolution notes provide team-wide visibility into what actions were taken. This eliminates confusion, reduces response time, and improves the overall customer experience.
Who can use this feature?
These features are available to:
- Agents, Supervisors, Coaches, and Operators within Departments or Contact Centres
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Available on Dialpad Support, Dialpad Sell, or Dialpad Connect with a shared line setup.
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Desktop and Browser only (not on mobile).
⚠️ Note: Voicemail Assignment & Resolution Notes are not available for personal inbox voicemails and are currently supported only on the Desktop and Browser apps.
How-To Steps:
2. Resolve a Voicemail with Notes
5. Bulk Voicemail Management (Supervisors Only)
6. Enable Mandatory Resolutions Notes (Admin Only)
1. To Assign a Voicemail:
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Navigate to your Department or Contact Centre.
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Select Voicemails.
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Hover over the voicemail > Click Assign.
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Choose the Agent, Supervisor, Operator, or Coach to assign the voicemail to.
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The assignee will receive a Dialbot notification.
2. Resolve a Voicemail with Notes
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Hover over the voicemail.
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Click Resolve.
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Enter resolution notes describing the outcome or follow-up details.
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Click Resolve to complete the action.
💡 If no one is assigned when the voicemail is resolved, the agent who resolved it will automatically be set as the owner.
3. Unresolve a Voicemail
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Navigate to the Voicemails tab.
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Hover over the resolved voicemail.
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Click Resolved, then Unresolve.
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Enter a reason for reopening it.
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Click Unresolve.
Once unresolved, voicemails can be re-assigned or re-resolved as needed.
4. View Voicemail History
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Hover over the voicemail.
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Click the 3-dot menu (⋮) on the right.
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Select History.
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Review actions, assignments, resolution notes, and timestamps.
You can also click Print to save a copy.
5. Bulk Voicemail Management (Supervisors Only)
Assign or Reassign Multiple Voicemails
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Select the checkboxes beside the voicemails.
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Click Assign, choose a recipient, and confirm.
Resolve Multiple Voicemails
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Select the voicemails.
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Click Resolve.
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Enter bulk resolution notes and confirm.
Unresolve Multiple Voicemails
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Select resolved voicemails.
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Click Unresolve.
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Enter notes and click Unresolve all.
Delete Multiple Voicemails
NOTE: Requires Dialpad admin permission to be turned on.
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Select the voicemails.
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Click Delete, then Delete all.
6. Enable Mandatory Resolutions Notes (Admin Only)
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Go to Advanced Settings in your Contact Centre or Department.
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Enable "Require agents to add Voicemail Resolution Notes."
💡 This ensures every voicemail has a resolution trail for quality and compliance.
Frequently Asked Questions
Q: Can I use voicemail assignment with my personal voicemails?
A: No, this feature is exclusive to Departments and Contact Centres.
Q: Will resolution notes appear in analytics?
A: Not yet, but this enhancement is on the Dialpad roadmap.
Q: Who can assign or reassign voicemails?
A: Agents, supervisors, and operators within the shared line can assign or reassign. Voicemails can only be resolved by the assignee (unless reassigned).
Contact Us.
If you need more assistance, call or text us on 0480 006 410 or email support@untangled.com.au