This article guides you through using the Voicemail inbox in Engage: playing the messages callers leave, calling clients back with one click, marking messages heard or unheard, and deleting them. It also explains when a call goes to voicemail in the first place.
NOTE: The Voicemail channel only appears in the navigation rail once your clinic owns a voice-capable phone number. We suggest reading our How to Set Up the Calls Channel in Engage (Buy a Number) article if you haven't purchased one yet.
Step 1: Open the Voicemail Inbox
In the navigation rail on the left, under Channels, click Voicemail. The badge next to it shows how many unheard messages are waiting, and the list header shows the same count as a green badge (for example, 2 new).
Each row shows the caller's photo or initials, their name (Engage matches the number against your clients and leads automatically), the time the message was left, and the caller's number. If the number doesn't match anyone in Pabau, the row shows the raw number or Unknown caller instead. A green dot marks messages you haven't listened to yet.
If no one has left a message yet, you'll see No voicemail with the note "Messages callers leave will show up here."
Step 2: Play a Message
Every row has its own inline player. Click the play button to listen; use the scrubber to skip forward or back, and watch the clock (for example, "0:12 / 0:48") to see where you are in the message.
NOTE: Playing a message for the first time automatically marks it as heard, so the green dot clears and the unheard count goes down. If a recording can't be loaded, the player shows Recording unavailable — contact support if this keeps happening.
Step 3: Call the Client Back
Click Call back on a message to start a phone call to that caller straight from your browser — no need to copy the number anywhere. The button only appears when the message has a caller number attached. We suggest reading our How to Make and Receive Calls in Engage article for everything about placing calls, including what the call card shows and what you'll need the first time (such as microphone access).
Step 4: Mark Messages Heard or Unheard
Use Mark heard to clear a message's green dot without playing it, or Mark unheard to flag an already-played message so a colleague knows it still needs attention. The unheard count on the rail updates immediately.
Step 5: Delete a Voicemail
Click the trash icon (Delete voicemail) to remove a message from the list.
IMPORTANT: Deleting a voicemail is immediate — there is no confirmation dialog, so only click the trash icon when you're sure you no longer need the message.
How Callers Reach Voicemail
A call goes to your number's voicemail when no one answers within about 25 seconds, when everyone assigned to the number is busy, or when all assigned team members have Do not disturb switched on. The caller hears the number's voicemail greeting — by default: "You've reached us, but no one is available to take your call right now. Please leave a message after the tone." — and can leave a message of up to 120 seconds. Very short recordings (under one second, such as a hang-up right after the tone) are discarded automatically and never appear in the list.
You can control when calls reach voicemail — and customise the greeting for each number — through your call routing settings. We suggest reading our How to Set Up Call Routing for a Number (Hours, Ring Groups and Voicemail) article for the full setup.
TIP: Your own Do not disturb toggle (in the calling-status popover on your avatar at the bottom of the navigation rail) reads "Calls go to voicemail" when switched on — with it enabled, calls skip your browser entirely, and if no other assigned colleague picks up, the caller lands in voicemail.
NOTE: Voicemail itself is free — playing, storing, and managing messages doesn't use credits. Voicemails also appear as entries in your clinic's call log; we suggest reading our The Calls Tab: Your Clinic's Call Log in Engage article to learn how they show up there.
We suggest reading our How to Make and Receive Calls in Engage article for placing and answering calls, and our How to Set Up Call Routing for a Number (Hours, Ring Groups and Voicemail) article for customising your voicemail greeting.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.