Listen to your voicemails and read their transcripts

Voicemail and texts. All in the same inbox. Here's the result: Sophie Lavoie's voicemail, transcribed, and your text reply, in the same conversation. All you need is your agent account. Voicemail transcription is already on: it's the default setting. In the menu, “Inbox”. Two tabs: “Conversations”, one per customer, and “Calls”, the log of your calls. The filters: “All”, and “Unread”, with its counter. Sophie Lavoie is in bold: she left you a message. Click her conversation. The “Voicemail” is here, with its length. Below it, the transcript: read what was said, without listening. It's written in the language that was spoken. Further up, your earlier exchanges. Calls, texts, voicemail: one thread per customer. To listen, click the play button, just above. Reply with a text. Under the thread, “Text” is already selected. Type your message. The paperclip attaches a photo, a PDF or a video. Type a slash: your saved replies. Enter. The text goes out from the business number. To the United States, or from a toll-free number, texting first requires registration: a banner lets you know. Remember one rule. You reply from the business number, never from your mobile phone. And the reply stays in the thread, in view of the whole team. Working together, with the Team plan: “Assign”, to say who's handling it. “Internal note”, to write to the team: Sophie doesn't see it. And the “Mine” and “Mentions” filters. One last step, also with Team: “Done”. The conversation leaves the list. If Sophie texts or calls back, it comes back. Next: the customer's contact page, notes and tasks. Callizy, the phone that answers when you can't.