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The Voicemails page at https://pharmacy.voxo.co/voicemails is where your team listens to, tracks, and manages inbound voicemail messages. A workflow status system lets staff mark messages as they move through your handling process. The page has two tabs: Messages and Settings.

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Managing messages

The Messages tab opens by default. A stats bar at the top shows the total number of messages and a breakdown by workflow status, giving you an at-a-glance count of how many messages still need attention. Below the stats bar, a search field and filter controls let you narrow the message list:
  • Search — searches across caller information and, where a transcript is available, voicemail content.
  • Mailbox — a multi-select dropdown that limits the list to one or more voicemail boxes. This is useful in environments with multiple mailboxes.
  • Workflow status — filter by All, Not Started, In Progress, or Done to focus on messages at a particular stage of handling.
The message table shows one row per voicemail, with these columns: Each row carries a play button, so you can listen to a message from the list without opening it. Only one voicemail plays at a time — starting another, opening a message, or leaving the page stops the one that’s playing. Press the button again to stop.

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Workflow status

Workflow statuses help your team track which voicemails have been handled and which still need action. Each message is always in one of three states:
  • Not started — the message has not been reviewed or acted on yet.
  • In progress — someone is working on this message, but the task is not complete.
  • Done — the message has been fully handled.
New messages arrive with a status of Not Started. You can update statuses one message at a time by clicking the message row, or in bulk using the bulk action controls. Bulk actions — select one or more messages using the checkboxes in the table, then choose an action from the bulk action menu:
  • Change workflow status to Not Started, In Progress, or Done
  • Mark selected messages as Read or Unread
  • Delete selected messages
Deleting a voicemail is permanent. There is no trash folder or backup, and a deleted message can’t be recovered. Make sure you no longer need a message before deleting it.

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Exporting voicemails

Click the Export button (download icon) in the toolbar to download the current filtered list as a CSV file. The export includes all voicemail records matching your active filters, not just the current page, and carries the same columns as the table, including the mailbox each message landed in.

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Listening to a voicemail

1

Find the message

Use the search field or filters to locate the voicemail you want to hear. Unread messages are highlighted in the table.
2

Open the message

Click the message row. A detail panel expands below the row or opens inline.
3

Play the audio

Press the play button in the audio player to listen to the voicemail. You can pause and scrub to any point in the recording.
4

Read the transcript (if available)

If a transcript was generated for the message, it appears below the audio player. Transcripts are not available for all messages.
5

Update the workflow status

Use the status control in the detail panel to change the message status to In Progress or Done once you have acted on it.

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Voicemail settings

The Settings tab is a two-pane workspace: the list of voicemail boxes for your location on one side, and the settings for the box you select on the other. Search the list by name or number, and use the type filter to show All Mailboxes, Group Mailboxes, or Personal Mailboxes. A personal mailbox belongs to a staff extension. A group mailbox stands on its own, for a shared line such as a prescriber or refill box.

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Flags that need attention

A mailbox row carries a flag where something is worth a look:

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Adding a mailbox

Select Add Mailbox and choose the type:
1

Choose the mailbox type

Pick Personal or Group. A personal box asks for the staff extension it belongs to.
2

Name and number it

Enter a Display name and a Mailbox number. The number is checked as you type and rejected if something else on the account already uses it.
3

Set a PIN

Enter a PIN of at least four digits. This is what the mailbox owner dials to check messages by phone.
4

Add an email (optional)

Enter an address to have messages emailed as they arrive. You can add this later.

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Editing a mailbox

Select a box to open its settings:
  • Details — display name, mailbox number, and timezone.
  • Security — the mailbox PIN.
  • Messages — the minimum and maximum length of a message a caller can leave.
  • Press 0 routing — where a caller goes when they press 0 during the greeting: a destination, a virtual receptionist, or an IVR.
  • Greetings — the Unavailable, Busy, and Out of Office messages. Record a new greeting, upload an audio file, or select an existing recording from your media library to reuse audio without creating duplicates.
The Caller ID picker — the number that appears on caller ID for notification calls — shows the number you have chosen on the control itself once one is selected, instead of leaving the placeholder in place. Use the clear button beside it to unset the number. Use Delete to remove a mailbox you no longer need.

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Changing several mailboxes at once

Turn on Bulk Edit, select the boxes you want, then choose a setting and Apply. Bulk edit covers transcription, whether a recording is attached to the notification email, whether a message ID is required, and whether messages can be deleted from a phone. You are asked to confirm before the change is applied.
Access to the Settings tab is permission-gated. If you do not see the Settings tab or certain options within it, contact your VOXO administrator to request the appropriate permissions.
If staff extensions can’t be loaded, the page says so. Mailboxes that already loaded still appear, but group and personal boxes can’t be told apart, so the type filter, bulk edit, and delete are unavailable until the extensions load.