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Voicemail: the one thing to turn off

Voicemail on the wrong line is the most common cause of transfers that appear to work but actually fail. This page explains where voicemail causes problems and how to fix it.

If you are not sure how to change this, ask us or your phone provider, and Sophie, the chat in the corner, can point you in the right direction.

The problem

Bonnie detects a successful transfer by listening for a voice answering the call. Voicemail also answers with a voice, and Bonnie cannot tell the difference.

The result: when voicemail picks up your transfer number, Bonnie thinks a person answered. The caller ends up speaking to your voicemail, not your team, and Bonnie does not try any fallback (callback, unavailable message, WhatsApp). The caller leaves a voicemail that may not be heard for hours.

Where to turn off voicemail

1. Your transfer number

This is the most important one. The number in your Transfer flows must have voicemail disabled. If the line rings unanswered, Bonnie correctly identifies the transfer as failed and plays your Unavailable message or offers a callback.

Ask your phone or PBX provider how to disable voicemail for a specific number. This is a setting on your side, not in Bonnie.

2. Your main line (if you forward calls to Bonnie)

If you keep your existing number and forward calls to Bonnie (Option B in Get your phone number live), make sure voicemail on your main number is turned off or set to ring longer than your forward delay. If voicemail catches the call before it forwards, Bonnie never receives it and nothing shows in your dashboard.

How to check if voicemail is the problem

  1. Ask a colleague to call your transfer number from a different phone.
  2. Do not pick up.
  3. Listen: does the line ring and then go silent (good), or does a voicemail greeting play (problem)?

If a greeting plays, contact your phone provider and ask them to disable voicemail on that line.

While you wait for voicemail to be removed

Set a short Unavailable message on your transfer rule that acknowledges the situation: "I was not able to reach anyone right now. Please call back during opening hours or email us." This way callers at least get a clear message. See When nobody answers a transfer.