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Spotter Scenario: Handle Voicemail Messages
Use the "Handle voicemail messages" Spotter Scenario to trigger custom actions when callers leave voicemails.
Roles and permissions:
To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.
To activate this Scenario:
- Click the Spotter icon
in the side panel on the left. - Click the Pre-Made Scenarios tab at the bottom to expand it.
- Select the Handle voicemail messages Scenario.
Tip: Select the Call Center and Operations filters to quickly find this Scenario.
- (Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
- (Optional) Click + Add a call based condition to add a condition that must be met, in addition to the caller leaving a voicemail, to trigger the Then action(s). Select the condition type and repeat this step if necessary:
Language
.Labels
.Queue
.Ticket company
.Line
Custom field value
.6. Set the Then action(s) that will occur when the If condition is met:
Send notification
at the bottom of the list.
at the bottom of the list.
to preview the notification.7. (Optional) Click + Add Action and select another Then action that will occur:
Add internal note
to enable it. Send auto-reply to customer
to enable it:
at the bottom of the field or press Enter on your keyboard.Set ticket status
to enable it. 
Assign ticket
to enable it.
or press Enter on your keyboard.Set ticket labels
to enable it. 
.Set ticket priority
to enable it. 
Set or clear custom field
8. Click Save & Activate.
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