Voicemail guide | OneHQ support

Overview

Every voicemail becomes a queue item somebody works through and a row on the client's record — with what the caller actually said written out, where your phone system can do that. Nobody has to dial in and listen to find out who rang.

Voicemail is its own connection in OneHQ, separate from the phone system, because the feed is a mailbox rather than a phone line: it works whichever system you run calls through.

How it gets here

Most phone systems can email each voicemail — the recording, and a transcription if the system makes one — to an address you choose. OneHQ reads that mailbox alongside you through the practice's Microsoft 365 connection, and turns each notification into a voicemail on the right client. Nothing in the mailbox is moved, marked or deleted.

VXT is the exception: it sends each voicemail straight to OneHQ with its transcript, so there is no mailbox to set up.

The caller's number is matched to a client the same way a call is — their own numbers, their contact people, their group — so the voicemail lands on their record beside their calls and emails. A caller OneHQ doesn't recognise still reaches the queue; put a name to them there and their earlier calls come across too.

Only the phone system's own mail counts as a voicemail. A subject line that says “voicemail” is not enough — a client writing “did you get my voicemail?” must never become a queue item. OneHQ accepts a message only from the sender addresses you have named for your phone system, and it refuses public mail domains like gmail.com outright, so nobody outside the firm can plant a voicemail against a client.

Setting it up

Under Settings → Integrations → Voicemail.

1

Pick where voicemail comes from

3CX, VXT, or another system that emails voicemail. OneHQ detects the phone system you have connected and suggests it.

2

Nominate the mailbox

The address your phone system sends voicemail to — a shared one like voicemail@yourfirm.com.au, not a person's own inbox. OneHQ checks it can read that mailbox before it saves, because a mailbox it cannot read looks exactly like one nobody has left a voicemail in.

3

Name the senders

The address or domain your phone system sends from. Anything from anyone else is ignored and counted, so if the count climbs and the queue stays empty, the sender list is the thing to check.

4

Choose what happens next

Optionally, every voicemail raises a [Callback] task for the client's accountant, so it sits on their list until it is returned.

Teams cloud voicemail can't be connected — Microsoft delivers it to the mailbox of the person who was called, never to a shared one, so there is no single feed to read. A Teams practice with a 3CX-style voicemail-to-email service can still use that.

The queue

The Voicemail screen lists every message, newest first: who, when, how long, and the transcript where there is one. Open it to play the recording or read it, ring back from the client's record, and mark it done. A new voicemail also pings everyone's open OneHQ, and sends a push notification to the Pocket app on their phone.

On the client's record the voicemail sits in the timeline as Voicemail — 0:32 with the transcript, so the next person to open that client sees it without going near the queue.

Frequently asked questions

Does OneHQ delete the voicemail emails?

No. The mailbox is read alongside you and never changed — nothing is moved, marked read or deleted. Keep or clear it on your own terms.

Why is there no transcript?

The words come from your phone system, not from OneHQ. 3CX and VXT transcribe; a system that emails only the recording gives you the recording, and the queue still tells you who rang and when.

Voicemails have stopped arriving

Open Settings → Integrations → Voicemail. If the ignored count is climbing, the sender address your phone system uses is not on the list — add it. If nothing is arriving at all, check the mailbox still receives the notifications and that the practice's Microsoft 365 connection is still signed in.

Can a voicemail raise a task automatically?

Yes — turn on Raise a callback task and each voicemail creates a [Callback] task for the client's accountant (or the person you choose for unknown callers), so it sits on a list until someone rings back.