Workspace Voice keeps post-call context near the conversation and client record. Use voicemail, recordings, transcripts, summaries, and follow-up as parts of one review process rather than separate archives.
Configure voicemail greetings
Create a greeting that identifies the business and tells the caller what information to leave. Workspace Voice supports text-to-speech and uploaded audio, including separate after-hours behavior.
Review the greeting after changing business hours, team coverage, or expected response times. An outdated greeting can set the wrong client expectation even when routing works correctly.
Review a voicemail
Open the voicemail from its Inbox conversation to play the audio and review the connected caller or client context. When transcription is available, use the text to scan the message, then listen to the audio before acting on names, numbers, dates, prices, or urgent details.
Gemini-powered transcription is an aid, not a replacement for the original recording.
Understand call recording
When recording is enabled, Workspace Voice can record inbound and outbound calls from answer. The call record can preserve duration, status, owner, and a recording reference for authorized users.
Before enabling recording:
- Determine which calls should be recorded.
- Confirm who can access recordings.
- Establish retention and review expectations.
- Provide any notice or obtain any consent required by applicable law.
Recording rules can depend on every participant's location. Workspace369 does not determine the legal requirements for your calls.
Review an AI call summary
After a call, Gemini can produce a concise summary for review. Compare the summary with the call and correct anything that could affect scope, price, schedule, payment, or a client commitment.
A useful reviewed summary should make clear:
- Why the client called.
- Decisions or open questions.
- Dates, amounts, or deliverables discussed.
- The person responsible for the next action.
- The expected follow-up channel and timing.
Complete post-call follow-up
Depending on the call and your permissions, post-call actions can include:
- Add a note to the client or conversation.
- Call the person back.
- Create a reminder or task.
- Send an SMS or other follow-up message.
- Open the connected client record.
Choose an owned action instead of leaving important work only in a summary.
Use call analytics carefully
Call analytics can help authorized users review volume, outcomes, missed calls, and other calling activity. Pair those metrics with client and conversation context. More calls or shorter calls do not automatically mean better service.
Troubleshoot missing call context
If a voicemail, recording, transcript, or summary is missing:
- Confirm that the call appears in the expected Inbox conversation.
- Check whether recording or transcription was enabled for that workflow.
- Verify your permission to view the item.
- Refresh the conversation and review the call status.
- Contact support with the call time, number, and expected item without sending unrelated client information.
For initial number and routing setup, see Phone number and call routing.