Voicemail Documentation

This section covers voicemail implementation for ThreadConnect, including base experiences and add-on features.

Understanding the Architecture

Voicemail in ThreadConnect follows a Base Experience + Add-ons model:

┌─────────────────────────────────────────────────────────────┐
│              VOICEMAIL ARCHITECTURE                         │
├─────────────────────────────────────────────────────────────┤
│                                                             │
│  BASE EXPERIENCES (choose one):                             │
│  ├── Voicemail Only: Caller → Greeting → Record → Done     │
│  └── Callback + Wait: Caller → Queue → Options → Resolve   │
│                                                             │
│  ADD-ONS (apply to either base):                            │
│  ├── Email Notifications: Audio attachment to staff email  │
│  └── Transcription: Audio-to-text conversion                │
│                                                             │
└─────────────────────────────────────────────────────────────┘

Quick Start

1. Implementation Guide - Start here to choose your configuration
2. Select your base experience:
   • Voicemail-Only - Direct to voicemail
   • Callback + Wait - Queue with caller options
3. Add features as needed:
   • Email Notifications
   • Transcription

Documentation Index

Core Guides

Guide	Description
Implementation Guide	Architecture overview, decision charts, use cases
Voicemail-Only Configuration	Direct-to-voicemail setup (dedicated feature or parameter)
Callback + Wait Setup	Full queue experience with caller options

Add-ons

Add-on	Description
Email Notifications	Send voicemail audio to staff email
Transcription	Convert audio to searchable text

Email Provider Setup

Provider	Description
Mailgun Setup	Recommended provider for most organizations
SendGrid Setup	Alternative provider

Common Configurations

Use Case	Base	Email	Transcription
After-hours voicemail	Voicemail Only	Yes	Optional
Crisis hotline overflow	Callback + Wait	Yes	Yes
Internal support line	Voicemail Only	Yes	Yes
High-volume call center	Callback + Wait	Yes	Yes

Codebase Reference

Feature Directory	Base Experience	Email
callback-and-voicemail/	Callback + Wait	No
callback-and-voicemail-with-email/	Callback + Wait	Yes
voicemail-only-with-email/	Voicemail Only	Yes
?voicemailOnly=true parameter	Voicemail Only	Uses existing

---

For detailed implementation instructions, start with the Implementation Guide.