---
title: "Respond to Voicemails"
slug: "respond-to-voicemails"
description: "When a Customer decides to leave a voicemail it is handled like any other requests from a Customer where you’ll be taken straight to their Customer Profile."
updated: 2024-12-17T06:05:51Z
published: 2025-01-30T20:01:48Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Respond to Voicemails

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

1. 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**.
2. 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.

> [!NOTE]
> **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.