The "Voicemails" page lists Voicemails left for a Service in one central, browser-based view. From here you can play recordings, read transcriptions, filter and search across voicemails, mark them as handled, and open a caller in Customer Insights — without relying on Teams Adaptive Cards posted in a channel.
Voicemails appear in this list whenever a ”Voicemail" Conversation Handling activity in your Workflow records a caller's message. Optionally, it is also possible to optionally enable automated Voicemail Transcription in the Modalities Service Settings by using
PRECONDITIONS
✅ Licensing
- All Nimbus services support the ”Voicemail" Conversation Handling activity without additional licensing.
✅ Configuration and integration setup
Administrators and Service Owners typically perform the following one-time setup to enable Voicemails:
Learn more…
✅ Enabling Voicemails
- Add a Voicemail activity to the Workflow. In Workflows, place a Voicemail activity so unanswered callers can leave a message. Voicemail
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Optional steps, configured in your Modalities Service Settings:
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A “Voicemail Channel” can be defined for MS-Teams based User Assignment Type services. The channel will be used by a Nimbus bot to post Adaptive Cards with Voicemails as soon as they become available.
💡 This is an additional way for service users to access Voicemails, including buttons to mark them as solved / listened. Skill-based Nimbus services will not have this option due to the lack of a dedicated Teams channel. -
“Voicemail Transcription” can be enabled in the Settings. This requires a (language-specific) Speech Recognizer to be configured and applied.
💡 This feature transcribes all Voicemails into text, shown as an additional means to make them easier to assess within the Nimbus UI Voicemails view.
💡 Regular audio playback of Voicemail recordings will always be available, regardless if this feature is enabled.
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A “Voicemail Channel” can be defined for MS-Teams based User Assignment Type services. The channel will be used by a Nimbus bot to post Adaptive Cards with Voicemails as soon as they become available.
✅ Voicemail access
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Voicemails are accessible for Users in Portal Roles:
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On Skill-based services, Service Supervisors and Service Owners can access voicemails.
💡 The roles are managed via User Administration > UserName > Roles Tab. - On MS Teams-based services, Team members and owners get access to Voicemails automatically. 💡 Roles are auto-synched in MS Teams channels using Nimbus.
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On Skill-based services, Service Supervisors and Service Owners can access voicemails.
- Optional: Allowing Voicemail / Transcript downloads: In the services Data Privacy Settings, "Enable Voicemail Download" can be enabled to allow users to download both the audio file and text transcript onto their local machines.
Overview
Above the list, two widgets summarize the voicemails of the selected Service.
| Widget | Description |
|---|---|
|
Voicemail Statistics (Donut chart showing the handling state) |
The distribution of voicemails across their handling state1:
1☝️Note that these states are manually added by interacting with the → Voicemails List described below, or the Adaptive Cards posted within in the MS Teams channel. 💡The state itself is just to inform other users and has no systemic effect. Actually listening to a voicemail will not change the state automatically. 💡Tip: You can click on the donut chart segments to quick-filter by that state. |
|
Voicemails (Historic bar chart) |
The amount of voicemails received on a day. 💡 Mouse over for tooltips with the date and absolute numbers. 💡 Use filters to adjust the time range by Today, last 48h, 7days, 30 days |
Voicemails List
The list shows one row per voicemail, sorted by newest on top. The list shows the following columns:
| Column | Description |
|---|---|
| Selection |
A checkbox to select one or more rows for bulk actions. The header checkbox selects all rows on the current page. ☝️Note that this selection opens a bulk editing menu, which to permanently delete voicemail entries. Once deleted, entries cannot be restored. |
| Date & Time | When the voicemail was recorded. This is the default sort column (newest first). |
| Customer1 | The caller's name and, where available, their phone number or email address. |
| Duration | The length of the recorded message (HH:MM:SS)
|
| Transcription2 | A short preview of the transcribed text. Mouse over to see more; the full transcript is available in the detail side panel. |
| State |
The handling state - same states shown as in the → Voicemail Statistics widget above. 💡Tip: Clicking the indicator cycles through the states. |
| Handled by | The User who marked the voicemail as handled, or "-" if not yet handled. |
| Processed at | The date and time the voicemail was marked as handled, or "-". |
| Actions (icons) |
Per-row actions:
|
Hotkeys
In this view there are shortcuts you can use to navigate:
| Key | Action |
|---|---|
| Up / Down arrow | Select voicemail row |
| Page up / down | Page up / down |
| Left / Right arrow | hide / show side panel |
| Return |
playback voicemail recording (toggle press again PAUSE) 💡Also opens side panel |
| Space | Select a single row for bulk editing. |
Filtering and Search
A filter toolbar above the list lets you narrow down what is shown:
| Control | Description |
|---|---|
| State filter | A button group to show All, New, Listened and Solved voicemails. |
| Search | A free-text field that filters by caller name1, phone number, email, or transcript2 content. |
Voicemail Details (Side Panel)
Selecting a row opens a detail side panel next to the list with the full content and playback controls of the voicemail.
| Area | Description |
|---|---|
| Caller header |
Consists of:
|
| Actions |
Allows to:
|
| Details | Date & Time, State, Handled By, Handled At, and Handling Time (how long the voicemail was in progress). |
| Recording |
Contains:
|
| Transcript2 |
✅Shown when Services have a Transcription license and “Voicemail transcription” enabled in Modalities Service Settings.
💡Tip:
|
🔎 Notes
1 Customer identification depends on the available data. If Nimbus has no further details, the next-best system-level identifier is shown (e.g. a PSTN number or an O365 ID). Details may appear "Anonymized" when Caller Anonymization is enabled in Data Privacy Service Settings or were discarded when “Store Conversation Context Data” was disabled in the Extensions Service Setting at the point of the incoming call.
2 Transcription is only shown when the Transcription add-on is licensed and voicemail transcription is enabled in Modalities Service Settings. While a transcript is being generated, a pending state is shown. Note that - depending on configured the Speech Recognizers and language recorded transcriptions have a confidence level and may not be fully accurate.
Voicemails in Other Areas
Once recorded, a voicemail can also be reached from several other Nimbus views, depending on your permissions:
| 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. |
| Nimbus Teams Tab |
✅ MS Teams-based Nimbus services only.
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| 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 . |
| Power Automate Connector | A "Voice Transcription Ready" Trigger Event is 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. |