Voicemail Recordings

Modified on Thu, 25 Jun at 10:26 AM

What this covers

This guide outlines how to set up, upload, and manage voicemail recordings for your TheraSaaS phone number — and explains which greeting plays depending on how the number is assigned.

Step-by-step setup

1Prepare your voicemail recording
Make sure your recording is in MP3 format. Keep the file quality modest — a lower kilobytes-per-second bitrate performs best.
Tip
You can use a free online voice recorder to create your MP3 file. (Add your preferred recorder link here.)
2Upload your recording
You can upload the voicemail in one of two places, depending on which greeting you want it to be:
Option 1 — User settings
Go to My Staff under Team Management, click Edit for the user, scroll to Call and Voicemail Settings, and upload the MP3.
Used when the number is assigned to this user.
Option 2 — Business Profile
Go to Business Profile in Settings, open Call and Voicemail Settings, and upload the MP3.
Used when the number is not assigned to any user.
3Assign a phone number to a user (optional)
Go to My Staff, click Edit for a user, and under Call and Voicemail Settings assign the TheraSaaS phone number to that user. This ensures the user-specific voicemail is played.

Which voicemail plays

When an inbound call goes to voicemail, TheraSaaS chooses the greeting in this order:

User-specific voicemail

If the number is assigned to a user, their greeting plays. Found under the user's profile in Team Management.

↓

Business-level voicemail

If no user is assigned, the Business Profile greeting plays. Found under Phone / Call and Voicemail Settings.

Best practice

Upload a business-level greeting as a reliable fallback, then add user-specific greetings only for numbers assigned to individuals.

Watch out for

If the wrong greeting plays, check the number's assignment — a user-specific voicemail always overrides the business-level one.