Voicemail detection
Retry outbound voice surveys or leave messages when customer voicemail is detected.
Voicemail detection in Feedback provides greater control over call outcomes through better handling of voicemail responses and retry logic.
When voicemail detection is enabled for a survey, you can specify how many times Feedback should retry the call and how long to wait before each attempt. You can also upload a custom audio file to be played when voicemail is detected, allowing for greater control over messaging in this scenario.
Voicemail detection and retry behavior are fully configurable at the survey level, with reporting and logging available for troubleshooting.
Voicemail detection settings must be enabled by a Mindful Feedback super admin (Mindful staff) for your organization prior to use.
After being enabled for your organization, voicemail detection will not be turned on automatically for your surveys. You will need to enable the feature on each relevant survey.
You can tune voicemail detection behavior using optional parameters defined in Twilio's API. These parameters must be configured at the phone connection level.
Configure voicemail detection
Impact on interaction details
Voicemail detection has several impacts on Interaction Details for survey interactions:
Interactions that reach the retry limit due to voicemail detection will be considered abandoned and treated as other abandoned interactions in dashboards, reports, and triggers.
The Events section of the Interaction Details will show "Answering Machine Reached".