---
title: Managing Voicemail Assignment & Resolution Notes in Dialpad
description: Learn how to manage voicemail assignment and add resolution notes in Dialpad for streamlined follow-up, accountability, and improved customer support visibility.
---
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# Managing Voicemail Assignment & Resolution Notes in Dialpad
```
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**
- Available on **Dialpad Support**, **Dialpad Sell**, or **Dialpad Connect** with a shared line setup.
- **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:**
[1. Assign a Voicemail](https://knowledge.untangledict.com.au/managing-voicemail-assignment-resolution-notes-in-dialpad#Assign)
[2. Resolve a Voicemail with Notes](https://knowledge.untangledict.com.au/managing-voicemail-assignment-resolution-notes-in-dialpad#Resolve)
[3. Unresolve a Voicemail](https://knowledge.untangledict.com.au/managing-voicemail-assignment-resolution-notes-in-dialpad#Unresolve)
[4. View Voicemail History](https://knowledge.untangledict.com.au/managing-voicemail-assignment-resolution-notes-in-dialpad#View)
[5. Bulk Voicemail Management (Supervisors Only)](https://knowledge.untangledict.com.au/managing-voicemail-assignment-resolution-notes-in-dialpad#Bulk)
[6. Enable Mandatory Resolutions Notes (Admin Only)](https://knowledge.untangledict.com.au/managing-voicemail-assignment-resolution-notes-in-dialpad#Enable)
### 1. To Assign a Voicemail:
- Navigate to your **Department or Contact Centre**.
- Select **Voicemails**.
- Hover over the voicemail \> Click **Assign**.
- Choose the **Agent, Supervisor, Operator, or Coach** to assign the voicemail to.
- The assignee will receive a **Dialbot notification**.
### 2. Resolve a Voicemail with Notes
- Hover over the voicemail.
- Click **Resolve**.
- Enter **resolution notes** describing the outcome or follow-up details.
- 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
- Navigate to the **Voicemails** tab.
- Hover over the resolved voicemail.
- Click **Resolved**, then **Unresolve**.
- Enter a reason for reopening it.
- Click **Unresolve**.
Once unresolved, voicemails can be re-assigned or re-resolved as needed.
### 4. View Voicemail History
- Hover over the voicemail.
- Click the **3-dot menu (⋮)** on the right.
- Select **History**.
- 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**
- Select the checkboxes beside the voicemails.
- Click **Assign**, choose a recipient, and confirm.
#### **Resolve Multiple Voicemails**
- Select the voicemails.
- Click **Resolve**.
- Enter bulk **resolution notes** and confirm.
#### Unresolve Multiple Voicemails
- Select resolved voicemails.
- Click **Unresolve**.
- Enter notes and click **Unresolve all**.
#### **Delete Multiple Voicemails**
**NOTE:** Requires Dialpad admin permission to be turned on.
- Select the voicemails.
- Click **Delete**, then **Delete all**.
### 6. Enable Mandatory Resolutions Notes (Admin Only)
- Go to **Advanced Settings** in your Contact Centre or Department.
- 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](mailto:support@untangled.com.au)
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