Enable customers to leave voicemails for agents
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Oct 31, 2022 |
- |
Mar 1, 2023 |
Business value
Companies often need voicemail support at the group or individual level to ensure that their customers can leave voicemails if they happen to reach out during peak or after hours.
Feature details
Administrators can configure a voicemail box at the queue or agent level so overflow calls can be directed to the voicemail box. Agents and administrators can set up their voicemail box with welcome messages and play back and manage voicemails that their customers have recorded.