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When making outbound calls, your phone agent may encounter voicemails or IVR (Interactive Voice Response) systems. You can configure your agent to automatically detect these and take appropriate action.

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Voicemail Detection

The system runs voicemail detection continuously within a timeout window. If the timeout is reached without detecting a voicemail, detection stops and the call continues normally.
1

Enable voicemail detection

In your agent settings, open Call Settings and enable Voicemail Detection.
2

Choose voicemail behavior

Select what the agent should do when a voicemail is detected:Hang up if reaching voicemail — disconnect immediately, even if the voicemail greeting is still playing.Leave a message if reaching voicemail — wait for the agent’s turn to speak, then deliver a message. Choose between:
  • Prompt — a dynamically generated message based on instructions you provide (e.g., Summarize the call and ask the user to call back)
  • Static Sentence — a fixed message (e.g., Hey {{user_name}}, sorry we could not reach you directly. Please give us a callback if you can.)
Static voicemail messages support dynamic variables, so you can personalize them per call.

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IVR Hangup

When enabled, the system detects if your outbound call reaches an IVR (automated phone menu) and automatically hangs up. To enable: open your agent settings, go to Call Settings, and toggle on IVR Hangup.
IVR hangup is separate from IVR navigation, which lets your agent interact with and navigate phone menus using DTMF tones. See Press Digit for IVR navigation.

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FAQ

The voicemail isn’t being hung up even though hang up is enabled. What’s wrong? The hang up fires as soon as a voicemail is detected — but if detection hasn’t triggered yet when the greeting ends, the agent may stay on the call. Check your detection timeout setting. Will voicemail or IVR detection run for the entire call? No. Detection runs within a configurable timeout window from the start of the call. After that window, detection stops and the call proceeds normally. Is there a latency impact when using voicemail detection? Minimal. Detection runs in parallel with the call and does not add noticeable delay to normal conversations. How can I tell if a call reached a voicemail or IVR? Check the call details in your dashboard — the call reason will indicate if voicemail or IVR was detected. If the voicemail greeting keeps playing, will the agent hang up? Yes — with hang up mode, the agent disconnects as soon as a voicemail is detected, regardless of whether the greeting is still playing. If the voicemail greeting keeps playing, will the agent leave a message? With leave a message mode, the agent waits for its turn to speak. If the greeting is still playing, it waits until the beep before delivering the message.