How Outcraft handles Voicemails

Last updated: October 7, 2026

This article explains what the agent does when a call reaches voicemail. It also shows how to change the voicemail message and what a voicemail does to the lead. For receptionists and call-screening services, see Call screening and gatekeepers.

What the agent does at a voicemail

Outcraft detects the voicemail greeting and plays a voicemail message. The message is your custom message or a generated message.

Outcraft generates a message of 2–3 sentences from your company details, campaign description, and agent name. The message names the agent and the company. Outcraft saves the message and reuses it.

Change the voicemail message

  1. Open your campaign.

  2. Select AI Agent → Configuration.

  3. Open Advanced.

  4. Turn on Enable custom voicemail message.

  5. Enter your text in Voice Mail Message.

Outcraft saves the text when you leave the field. You do not publish the campaign. Each language agent has its own message. Use the merge tag button to add lead data. The field has no length limit, so keep the message short.

Warning: If you turn off the toggle, Outcraft keeps the saved message. To return to a generated message, delete the text first. Then turn off the toggle.

What a voicemail does to the lead

  • The interaction shows No Response (Voicemail/Busy/Short Conv.). Analytics count it in Voicemails Rate.

  • Outcraft does not retry the call. Outcraft retries only busy calls and some failed calls.

  • The campaign continues with the next step.

  • After the first voicemail, calls to the lead ring for 20 seconds, not 60 seconds.

The two-voicemail limit

Outcraft counts the voicemails for each lead in each campaign. Before each call, Outcraft checks the count. When the count is 2, Outcraft skips all remaining call steps for the lead. In the lead Events window, the event is Call Skipped. Email and SMS steps continue. You cannot change the limit, and the count does not reset.