Voicemail Step and Transcription

You can create a Voicemail step within the Call Flow Builder to record messages left by your callers if you’re unable to answer the phone. The voicemail you create in CallRail's Call Flow Builder will override the voicemail on a destination number when the call is received by a tracking number.

When you create a voicemail step, you’ll also have the option to enable CallRail’s voicemail transcription. CallRail’s voicemail transcription will be available in any email notification received after a call ends, as well as in your Voicemail report and in a caller’s timeline.

Getting Started

You can enable voicemail transcription as an optional add-on. Transcription will be billed at your Conversation Intelligence plan's costs per minute. If you have included usage, your voicemails will apply to that total. Please note that HIPAA accounts can only use voicemail transcription if Conversation Intelligence is part of their plan. 

Once your call flow is set up, you’ll assign it to the appropriate tracking numbers. You can assign the same call flow to multiple tracking numbers.

We recommend placing a few test calls from a telephone number that’s not included within your call flow to ensure your calls are routing as expected once your call flow is assigned to a tracking number.

Create a Voicemail Step

Call flows are company-specific in your account. Follow the instructions below to create a call flow with a Voicemail step in the company of your choice.

  1. Click Analytics in the navigation bar on the left.

  2. Click Tracking at the top of the page.

  3. Choose the company where you’d like to use a Voicemail step.

  4. Select your Call Flows from the menu on the left.

  5. Create a new call flow by clicking + Create New Call Flow. You can also click the pencil icon to Edit an existing call flow.

  6. Name your call flow at the top of the page.

  7. Choose your call recording preference. Slide the toggle to ON to record all calls to this call flow. Keep the toggle OFF if you don’t want calls to this flow recorded.

  8. Select Voicemail from the list of available steps.

  9. Click Read Message and type in the message you'd like CallRail to read to the caller in a female voice. Alternatively, click Play Recording to upload a recording from your computer you'd like to use.

    The voicemail language will default to the country selected at the top of the call flow. This can be changed in the drop-down above your message.

  10. Add any additional steps you'd like before the Voicemail step.


  11. Continue configuring your call flow to your personal preference. Then, click Save at the top of the page to save your call flow.

  12. In the pop-up window, assign your call flow to one or more of your tracking numbers. Click Assign when done, or click Skip to skip the step for now. If you skip this step, you can assign call flows to tracking numbers on the All Numbers page at any time.


Set up Voicemail Transcription

To receive voicemail transcription, follow the instructions above to step 8. Before saving your call flow, you'll activate voicemail transcription.

  1. On the Voicemail step, select Transcribe my voicemail messages at the bottom.

  2. A prompt will appear on your screen outlining the price for voicemail transcription. Click Awesome, transcribe my voicemail! to activate transcription.

  3. Click Save at the top of the page to update your call flow.

Reviewing Voicemail Transcripts

Once your tracking numbers have received voicemails, you'll be able to review your transcripts in your Voicemail report, caller timeline, and email notifications. 

Use this help article to learn more about CallRail's Voicemail report.

Use this help article to learn about email notifications for missed calls and voicemails.

Use this set of instructions to review voicemail transcripts on your call log.

  1. Click Analytics in the navigation bar on the left.

  2. Select Activity at the top of the page.

  3. Find the caller whose voicemail transcription you'd like to review, and click to view their Timeline at the far right of their call's row.


  4. Read your voicemail transcription on the right side of the page.


How do I make sure my destination number's voicemail doesn't override my CallRail voicemail?

In order for the caller to hear the CallRail voicemail (and not the voicemail message configured on the destination number), the CallRail Voicemail step should be configured to pick up the call before your destination number's voicemail does. This means configuring the step previous (Dial, SimulCall, Round Robin, etc.) to a lower ringing duration than your business voicemail (typically 20 seconds or less).

Alternatively, if you're using a Dial, Simulcall, or Round Robin step before your Voicemail step, you can prevent voicemails and automated systems from answering a call.

What if my business already has a voicemail system in place?

If your business has a voicemail system in place that you prefer to use, you can leave CallRail voicemail disabled. In that case, your existing voicemail system will work like normal.

What if I have a greeting and voicemail configured?

If voicemail and greetings are both enabled, both messages will be played. The caller will hear the greeting message first, then hear ringing while trying to dial the business, and finally hear the voicemail message.

Am I still charged for transcription if the caller doesn't leave a message?

No. Any voicemail transcription that is blank, or says "(background noise)" or "(background conversation)" will not appear on your invoice.