Voicemails in the Nimbus UI

Area	What is shown
My Sessions	A voicemail card with an audio player and transcription (collapsible) appears when the active session has a voicemail. Playback is available; downloads are not offered here.
Sessions List	🔎The session detail view includes a voicemail block with the same Voicemail details as described previously on this page. 💡Tip: To quickly identify find sessions with a voicemail, you can filter by “Workflow Conversation Recorded” Session results.
Customer Insights	🔎The session detail view includes a voicemail block with the same Voicemail details as described previously on this page.
Admin > Operations	☝️Operations lists indicate whether a voicemail was recorded. Audio and transcript content are not accessible from the Admin views — System and Partner Admins can see that a voicemail exists but cannot open its content.
Nimbus Reporting Model > Static Dimensions	Incoming Voicemails are stored as "“Workflow Conversation Recorded” result within a Service Session .

Voicemails in Adaptive Cards

Once the "Voicemail" activity is finished: 

⮑ An Adaptive Card is sent to the Teams Channel with the Message and the recorded Audio File being directly accessible.       
⮑ SIP and phone parameters are added with a hyperlink, if available.

By default the message state is: "New". This status updates according to the actions from any of your service users:

• Any service user an set from the status from “New” or “Solved” to "Listened" . → A message "Listened by <name>" is added.
• Any service user can set the message to "Solved". → The message is set to "Listened" and a message "Solved by <name>" is added.

✅Voicemail downloads: In the services Data Privacy Settings, "Enable Voicemail Download" can be enabled to allow users to download both the audio file onto their local machines. When disabled, the download buttons are not shown and only “Listening” to the Voicemail is possible.

Optional: Voicemail Transcription

✅ Optional Feature: By specifying a Speech Recognizer and enabling the “Voicemail Transcription” feature¹ in the Modalities Service Settings, recorded Voicemails generated with this Activity can be directly transcribed into text and shown in Voicemails view and Adaptive Cards. This saves time for your users, as the message content is directly visible, without the need to listen to it.
¹💡This feature can be toggled and used independently from any AI-based Transcription features.

✅ GDPR Transcript downloads: In the services Data Privacy Settings, "Enable Voicemail Download"  can be enabled to allow users to download both the text transcript onto their local machines. 
💡While disabled, the download buttons are not shown.

Interactions with Power Automate Flows 

A "Voicemail Ready" Trigger Event is tied to this workflow activity, made available via the Nimbus Power Automate Connector. It fires when a voicemail transcription becomes available and carries the Tenant, Service, Caller, Session reference, Transcript text, and Voicemail metadata — enabling scenarios such as CRM export, summarization, or compliance workflows.

💡Good to know: Both Custom Parameters and System Fields are replaced with actual data once the workflow activity is executed.