A caller who reaches voicemail is not lost: the message is recorded, transcribed (on paid plans and trials), and placed in your team's queue with the caller's details.
Where they land
Open Call Logs in the left navigation and choose the Voicemails tab. The count on the tab, and the line under the page title, is how many voicemails are unread.
Each voicemail shows the caller's name (when known) or number, a summary line, how long ago it came in and how long it is. On each row:
- Call back opens the call dialog to phone the caller back from FrontDesk.
- Mark as read (the check button) clears it from the unread count. Mark all read at the top clears them all.
- Click the row to open the details: an audio player, the AI summary when there is one, and the transcript.
Use Search by phone or caller… to find one, or click Filter to pick a date range.
Transcripts of plain voicemails are made on paid plans and during a trial; on the Free plan voicemails are audio only. A transcription that fails isn't tried again, and that voicemail shows no text, only the audio.
Unread voicemails also appear on your Tasks list, with a play button right on the card. Marking one done there marks it read.
When a voicemail is recorded
On Settings → Phone & SMS, Calls tab, the Voicemail switch ("Record a voicemail if the call isn't answered") is on by default. It applies when your team or a forwarded phone does not pick up within the ring timeout, and after hours when the night-time handling is set to Voicemail; see Set call routing and forwarding and Configure after-hours behavior.
Voicemail Greeting replaces the default message (up to 500 characters, read in your AI's voice). Leave it empty for the default: "We're sorry we missed your call. Please leave a message after the beep and we'll get back to you as soon as possible."
The AI Voicemail Agent
On the same tab, the AI Voicemail Agent replaces the beep with a conversation: an AI receptionist answers, takes a structured message, and gives you a clean summary. Choose its Voice, write its Greeting (first message) and Agent Instructions (what to ask, what to promise), and save; the agent syncs on save. Messages it takes arrive with a summary, an urgency and a category, and show up on your Tasks page as messages.
With Greeting (first message) left blank, the agent opens with "Hi, thanks for calling [practice]! Our team isn't available right now, but I can take a detailed message and make sure the right person follows up. What's going on?" [practice] is the name clients know you by (the location's Name clients see under Settings → Client Portal, otherwise your organization name), never the location's own name. With more than one location it adds the office ("Bright Path Therapy, Indianapolis office") and tells a caller which office they reached when asked. A greeting or instructions you typed are used exactly as written.
Notifications
Under Settings → Account → Notifications, the Calls group has New voicemails. Everyone with it on gets an in-app notification. See Notification preferences.
Retention
Voicemail audio is kept for one year and transcripts for six years, as part of FrontDesk's retention periods; see Data retention and deletion.