Who This Is For / When to Use
This feature is for account owners and workflow builders who use IVR and phone call routing and need different automation outcomes depending on whether a call was answered or went to voicemail.
Use this when:
Calls may route to voicemail due to agent availability
Follow-up actions should differ for answered vs unanswered calls
You want automated post-call handling without manual review
Prerequisites
The workflow must start with an IVR trigger
The Connect Call (IVR) action must be used for voicemail detection to work
Without an IVR trigger, voicemail detection will not execute.
Step 1: Add the IVR Trigger
Open the workflow builder
Click Add New Trigger
Search for Start IVR Trigger
Select and save the trigger
Step 2: Configure the Connect Call (IVR) Action
The voicemail detection logic is configured inside the Connect Call (IVR) action.
Connect Call To
You can connect the caller to:
One or more users
Custom phone numbers
Up to 10 numbers in a single action
Advanced Settings
Enable and configure the following options as needed:
Detect Voicemail
Determines whether the call was answered or routed to voicemail
May incur additional charges
Can introduce a minor call delay
Record Call
Records the call for logging or review
Timeout (Seconds)
Controls how long the system waits before concluding the call was not answered
Minimum: 1 second
Default: 10 seconds
Recommended: 20–30 seconds for accurate voicemail detection
Step 3: Add Conditional Logic Based on Call Outcome
After the Connect Call action, use a Condition action to branch the workflow.
Example Condition Setup
Field: Call Status
Operator: Is
Value: Completed
This branch represents calls that were answered by a user.
Additional branches can be added for voicemail or no-answer outcomes.
Step 4: Build Outcome-Specific Workflow Paths
Each branch should end with actions specific to the call result.
Common examples:
Answered by agent
Add a tag
Update contact fields
End workflow
Reached voicemail
Send follow-up SMS or email
Create a callback task
Notify a team member
None / fallback
End workflow or route to a default action
Common Issues and Fixes
Voicemail detection is not working
Confirm the workflow starts with an IVR trigger
Verify Detect Voicemail is enabled in the Connect Call action
Increase the timeout to at least 20 seconds
Calls end too quickly
The timeout may be too short
Increase timeout to allow voicemail greeting pickup
FAQ
What does Detect Voicemail do?
Detect Voicemail determines whether a call was answered by a user or routed to voicemail and exposes that result to workflow conditions.
Can I use Detect Voicemail without IVR?
No. Detect Voicemail only works when the workflow is initiated by an IVR trigger.
Does voicemail detection add cost?
Yes. Enabling voicemail detection may incur additional call charges.
What timeout should I use?
Use 20–30 seconds for best results. Shorter timeouts may end the call before voicemail answers.
Can I trigger different automations for voicemail vs answered calls?
Yes. Use a Condition action after the Connect Call step to branch the workflow based on call status.