Voicemail
Hear what callers left when nobody could answer, read the transcript, and see which messages are still new.
Open Settings → Voicemail to work the practice's voicemail inbox. Anyone who can take calls can open it.
A voicemail is created whenever a call ends with a message: nobody answered in time, routing sent the caller to voicemail, all lines were busy, or the number is parked because Voice is switched off.
Work the inbox
Messages are listed newest first. Each row shows who called — the patient's name when SmileLine recognises the number, otherwise the number itself — plus when it arrived and how long it is. The card label counts what is still new.
Click Play to listen. A green dot on the left means nobody has played it yet, and it clears as soon as you do.
Click a patient's name to open their record and carry on from the timeline.
Click Hide to collapse the player again.
New messages appear while the page is open — you do not need to refresh.
Transcripts
Under the player, owners and managers can expand the message's transcript. SmileLine transcribes voicemails and recorded calls automatically after the audio is stored, so a long message can be read in seconds instead of listened to.
Transcripts and recordings are limited to owners and managers. Coordinators and telesales can hear voicemail in this inbox but cannot read a call transcript.
Transcription is automatic and needs no setting. A message that arrives while transcription is still catching up shows the audio first; the transcript appears once it is ready.
Expired audio
Voicemail audio follows the practice's call-recording retention window. When that window passes, the audio is deleted and the row shows Audio expired.
The row itself stays: who called, when, and how long they spoke remain as history, and so does the transcript. Retention removes the recording, not the record that the call happened.
Next steps
Call routing
Decide who rings when a number is called, what happens outside opening hours, and how a keypad menu sends callers to the right team.
AI receptionist
Let the practice's AI voice agent answer calls in natural conversation — book appointments, capture new enquiries, transfer to the team, and cover the hours nobody is at the desk.