Learn how to record, upload, and configure voicemail for your practice and individual team members — and make sure your missed-call text-back works correctly.
Before you start: If your Aesthetix CRM number forwards to an external phone system that has its own call tree or IVR (e.g. "Press 1 for scheduling, Press 2 for billing"), the missed-call text-back will not work reliably. The CRM cannot detect a missed call through a call tree — it will treat the auto-answer as a connected call. To use missed-call text-back, calls must either ring directly to the CRM app or forward to a simple number without a call tree.
Voicemail in Aesthetix CRM does more than play a greeting. It is the trigger that activates your missed-call text-back automation. If voicemail is not configured correctly, the system cannot detect a missed call, and your automated follow-up texts will not send.
Before configuring voicemail, make sure you have an audio file ready. See Step 1 below.
Your voicemail file must meet these requirements to work correctly across all carriers:
Requirement
Value
File format | MP3 or WAV |
Recommended quality | 64 kbps (economy) |
Maximum file size | Keep under 10 MB |
Recommended length | 10–20 seconds |
You do not need special equipment. Use any of these free options:
Record online: Search "record MP3 online" or use Rev Voice Recorder (rev.com/onlinevoicerecorder) or RecordMP3Online.com
Record on your phone: Use your phone's voice memo app, then email the file to yourself
Record on your computer: Use Voice Recorder (Windows) or QuickTime (Mac)
Example script: "Thank you for calling [Practice Name]. We're unable to take your call right now. Please leave your name and number and we'll get back to you shortly — or if this is urgent, reply to our text message."
If your file is high quality or large, convert it before uploading or it may not play correctly on all carriers.
Upload your audio file
Select MP3 as the output format
Set quality to 64 kbps (Economy)
Click Convert and download the file
Aesthetix CRM has two separate voicemail locations. Which one plays depends on how the call was routed.
Voicemail type
When it plays
Where to set it
Business (practice) voicemail | When a call comes in on a number not assigned to a specific user, or when no user is assigned to the contact | Settings → Business Profile → Call & Voicemail Settings |
User voicemail | When a call comes in on a number assigned to a specific staff member, or when the contact is assigned to that user | Settings → My Staff → Edit User → Call & Voicemail Settings |
In most cases, set up both. New practices typically start with the business voicemail, then add user voicemails as staff members are assigned to contacts.
This voicemail plays for general inbound calls not routed to a specific staff member.
Click Settings in the left sidebar
Click Business Profile
Scroll down to Call & Voicemail Settings
Under Voicemail, click Upload and select your MP3 or WAV file
Set your Incoming Call Timeout (see Step 5 below)
Click Save
Do this for each staff member who handles inbound calls directly.
Click Settings in the left sidebar
Click My Staff
Find the team member and click Edit
Scroll down to Call & Voicemail Settings
Under Voicemail, click Upload and select the MP3 or WAV file for that user
Set the Incoming Call Timeout for this user (see Step 5)
Click Save
The timeout controls how long the phone rings before routing to voicemail. If set too long, the caller's personal carrier voicemail answers first — and Aesthetix CRM cannot play yours or detect a missed call.
Goal
Recommended timeout
Ring the phone, then go to CRM voicemail | 20 seconds |
Go straight to CRM voicemail (skip ringing) | 1–4 seconds |
Use with missed-call text-back automation | 20 seconds |
When a call comes in, Aesthetix CRM checks timeout settings in this order:
User timeout setting (highest priority — if the number is assigned to a user)
Phone number timeout setting
Business Profile timeout setting
Set the timeout in at least one location. If you have per-user voicemails configured, set it at the user level.
Always test before relying on voicemail for patient calls.
Call your Aesthetix CRM phone number from an external phone
Let it ring without answering
Confirm the CRM voicemail greeting plays — not a generic carrier voicemail
Leave a test message
In Aesthetix CRM, go to Conversations and confirm the voicemail recording appears in the contact's conversation thread
If using the missed-call text-back workflow, confirm the automated text is sent after you hang up
The call timeout is set too high, giving the carrier voicemail time to answer first.
Fix: Reduce the timeout to 20 seconds or lower. If forwarding to a mobile number, also check whether that phone's Do Not Disturb or voicemail-on-first-ring setting is overriding the timeout.
Two common causes: (1) no voicemail file is uploaded, so the system cannot reliably detect a missed call, or (2) the number forwards to an external phone system with a call tree, which the CRM reads as a connected call rather than a missed one.
Fix: Upload a voicemail file to at least one location (Business Profile or User settings). If using call forwarding, ensure the forwarding destination is a simple number with no call tree or IVR. Also confirm the missed-call text-back workflow is published and the trigger is set to the correct phone number.
This is a file quality issue.
Fix: Convert to 64 kbps MP3 at online-audio-converter.com and re-upload. If using Audacity, export with these settings:
Format: WAV
Encoding: U-Law
Sample rate: 8000 Hz
No voicemail file has been uploaded. The default message plays: "We are unable to take your call right now. Please leave a message after the beep."
Fix: Upload a custom recording in Business Profile or the relevant user's settings.
