When a Customer leaves a voicemail instead of waiting to reach an Agent, the voicemail is handled like any other request from a Customer where you’ll be taken straight to their Customer Profile. A recording of the voicemail will be available in the Conversation Timeline.
Respond to a voicemail
Gladly automatically defaults to the last Channel a Customer contacted you on. In this case, since they last reached out by phone, you’ll notice the reply bar defaults to Reply with a call.
To call the Customer back, click anywhere along the reply bar, and you’ll see the call window pop up, ready for you to make your call.
Contact the Customer through another Channel
Just because the Customer reached out by phone doesn't mean you have to contact them through the same Channel. For example. if they have a phone number tagged for SMS or Facebook Messenger enabled, you have the option to send them a message/text as well.