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Voicemail Implementation Guide

This guide helps you choose and implement the right voicemail solution for your client within their existing Connie deployment.

Which Voicemail Solution Does Your Client Need?​

Choose the option that best fits your client's requirements:

FeatureOption A:
Basic Voicemail		Option B:
Callback + Wait Experience		Option C:
Full Email Integration
📞 Voicemail Recording✅✅✅
🔄 Callback Requests❌✅✅
⏰ In-Queue Wait Experience❌✅✅
📧 Email Notifications❌❌✅
📎 Audio Attachments❌❌✅
🔧 Setup ComplexitySimpleModerateAdvanced
⚙️ Template FeatureBasic recording onlycallback-and-voicemailcallback-and-voicemail-with-email
🕐 Setup Time15 minutes30 minutes45-60 minutes

🎯 Choose Your Implementation Path​

Option A: Basic Voicemail Only​

Perfect for: Simple organizations that just need voicemail recording and task routing.

What callers experience:

  • Call comes in → Record voicemail → Voicemail appears as task in Flex

What you'll deploy:

  • Basic voicemail recording functionality
  • Automatic transcription
  • Task routing to agents

Next steps: → Set up Basic Voicemail

Option B: Callback + Wait Experience​

Perfect for: Organizations that want to reduce wait times and offer callbacks.

What callers experience:

  • Call comes in → Wait on hold with music
  • Press * anytime → Choose callback OR voicemail
  • Professional hold experience with options

What you'll deploy:

  • Complete Professional Services Template callback/voicemail feature
  • In-queue wait experience with hold music
  • Callback request functionality
  • Voicemail option during wait

Next steps: → Set up Callback + Voicemail Experience

Option C: Full Email Integration​

Perfect for: Organizations requiring compliance documentation and administrator alerts.

What callers experience:

  • Everything from Option B
  • Same professional callback + voicemail experience

What administrators get:

  • Instant email notifications when voicemails are received
  • Audio attachments delivered via email
  • Complete transcription in email
  • Professional email formatting

What you'll deploy:

  • Everything from Option B
  • Mailgun email integration
  • Automated voicemail-to-email workflow
  • Enhanced monitoring and logging

Next steps: → Choose Your Email Provider

🚀 Quick Start Prerequisites​

For All Options:​

  • ✅ Admin access to your organization's Connie deployment
  • ✅ Basic familiarity with environment configuration
  • ✅ Access to your client's phone number configuration

Additional for Option C:​

  • ✅ Access to client's domain DNS settings
  • ✅ Mailgun account (free tier available)
  • ✅ Client's admin email address

🏗️ Implementation Overview​

All voicemail options use existing ConnieRTC template features - you're not building custom code, just configuring what's already built.

What You're NOT Doing:​

  • ❌ Writing custom Twilio Functions
  • ❌ Building Studio Flows from scratch
  • ❌ Creating custom UI components

What You ARE Doing:​

  • ✅ Enabling existing template features
  • ✅ Configuring environment variables
  • ✅ Running standard deployment commands
  • ✅ Testing the implementation

📋 Deployment Pattern (All Options)​

No matter which option you choose, the deployment pattern is consistent:

# 1. Configure your client's settings
# (Copy-paste templates provided in each guide)

# 2. Deploy serverless functions
cd serverless-functions && npm run deploy

# 3. Apply infrastructure changes
cd infra-as-code/terraform/environments/default
terraform apply -var-file="local.tfvars"

# 4. Test the implementation
# (Test scripts provided in each guide)

🆘 Need Help?​

  • New to Connie? Each implementation guide includes a "First Time Setup" section
  • Contractor/Developer? Look for the "Professional Services" callouts in each guide
  • Troubleshooting? Every guide includes a comprehensive troubleshooting section

📞 Ready to Choose?​

Click on your preferred option above to get started with step-by-step implementation instructions tailored to your client's needs.

Professional Services Available

If you prefer to have our team handle the implementation, professional services are available for all voicemail options. Contact your Connie representative for details.