Before you start
At least one campaign must be created (Campaigns > Create Campaign)
Have your voicemail MP3 files recorded and ready to upload
Your audio library is accessible at Settings > Audio Library
What voicemail drops do
When an agent calls a contact and reaches voicemail, they can drop a pre-recorded message with one click and immediately move to the next call. The dialer stays on the contact afterwards, so you can send a follow-up SMS before moving on.
Each campaign step (1st attempt, 2nd attempt, 3rd attempt, etc.) can have a different voicemail, so your messaging evolves with each attempt.
Step 1: Record or prepare your audio files
You'll need one MP3 file per campaign attempt. Keep each recording under 30 seconds — voicemails that are too long get skipped by recipients.
Recording tips:
Sound natural, not scripted — record conversationally
Include the brand name early
Give a reason to call back
End with your phone number (spoken slowly)
Record in a quiet environment
Example progression:
Attempt 1 (warm intro):
"Hi, this is Sarah from [Brand]. I noticed you were checking out some items on our site — I'd love to help you get those ordered. Give me a call back at [number], I'm here all day."
Attempt 2 (add urgency):
"Hey, it's Sarah from [Brand] again. I'm following up to see whether you need help with sizing or shipping. Call us at [number] and we can sort it out."
Attempt 3 (final touch):
"Hi, last message from [Brand]. If you'd still like to grab those items, I can help with a quick checkout over the phone. Call [number] anytime. Thanks!"
Step 2: Upload to the audio library
Go to Settings > Audio Library
Click Upload
Select your MP3 file
Name it descriptively: "Abandoned Cart VM - Attempt 1," "Winback VM - Attempt 2," etc.
Repeat for each voicemail recording
Your audio library is shared across all campaigns — upload once, reuse anywhere.
Step 3: Assign voicemails to campaign steps
Go to Campaigns > select your campaign
In the campaign configuration, find the Voicemail section
For each dial attempt (1st, 2nd, 3rd, etc.), select a voicemail from the dropdown
Each attempt can have a different voicemail — or the same one if you prefer
Using voicemail drops during calls
When an agent is on the dialer and detects voicemail:
The voicemail drop button appears in the dialer interface
Agent clicks the button — the pre-recorded message plays to the recipient's voicemail
The agent is immediately advanced to the next call in the queue
The voicemail drop is logged in the call history with the recording used
Voicemail drops play an MP3 you upload, not audio generated during the call. How you produce that recording is up to you. The agent decides when to drop the voicemail — it's a manual one-click action, not automatic.
Best practices
Record multiple versions and A/B test which get more callbacks
Match the voicemail tone to your cue cards — if your campaign opener is casual, the voicemail should be too
Update voicemails with seasonal messages — reference current promotions or events
Track callback rates by monitoring which contacts call back after receiving a voicemail
Don't use the same voicemail for every attempt — escalating urgency across attempts performs better than repeating the same message
How to verify it worked
After assigning voicemails to campaign steps:
Launch the campaign and make a test call that goes to voicemail
Check the call history — the voicemail drop should be logged with the specific recording used
Listen to the voicemail on the receiving phone to confirm audio quality and correct message
Credits
Voicemail drops and calls under 30 seconds cost a flat 3 credits each. Unanswered calls (no voicemail reached) are free.
Related articles
Creating your first outbound campaign — full campaign setup including voicemail configuration
Attribution settings: connected calls, voicemail & SMS — how voicemail drops attribute revenue