Voicemail in Aesthetix CRM does more than play a greeting. It is the trigger that activates your missed-call text-back automation. When a patient calls after hours or while your front desk is busy and the call rolls to voicemail, the system detects the missed call and can send an automated follow-up text. If voicemail is not configured correctly, the system cannot detect the missed call, and those follow-up texts will not send.
This guide walks through recording your greeting, uploading it for your practice and individual team members, setting your call timeout, and testing that everything works.
Before you configure voicemail, make sure you have an audio file ready. See Step 1 below.
Before you start: If your Aesthetix CRM number forwards to an external phone system that has its own call tree or IVR (for example, "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, because it treats 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.
Patient voicemails can contain protected health information (PHI), such as a caller's name, treatment questions, or appointment details. Handle and store voicemail recordings according to your practice's HIPAA policies, and limit access to staff who need it.
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 to 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 to 4 seconds |
Use with missed-call text-back automation | 20 seconds |
20 seconds is the maximum effective timeout. Set it higher and the carrier voicemail will answer first, the CRM cannot detect a missed call, and your missed-call text-back will not trigger.
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, open your Inbox 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.
If your Aesthetix CRM number forwards to an external system that plays "Press 1 for X, Press 2 for Y," the CRM treats that auto-answer as a connected call, and missed-call text-back will not fire. The solution is to either answer calls directly in the CRM app or forward to a plain number that simply rings without a call tree.
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, so 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.
This guide covers the voicemail greeting patients hear when they call your practice. If you want to leave a pre-recorded message directly in a patient's voicemail on outbound campaigns (a "voicemail drop"), that is set up separately in Workflows rather than in your phone settings.
Why does my voicemail control whether missed-call text-back works? Voicemail is what lets Aesthetix CRM recognize that a call went unanswered. Without a voicemail file uploaded, the system cannot reliably detect the missed call, so the automated follow-up text will not send.
What file format and length should my greeting be? Use an MP3 or WAV file, ideally 64 kbps quality, under 10 MB, and 10 to 20 seconds long. If your file is large or high quality, convert it to 64 kbps MP3 before uploading.
What is the difference between business voicemail and user voicemail? Business voicemail plays for general inbound calls not routed to a specific staff member. User voicemail plays when a call comes in on a number assigned to a staff member or when the contact is assigned to that user. Most practices set up both.
What call timeout should I use? Use 20 seconds to ring the phone before going to CRM voicemail, or 1 to 4 seconds to send callers straight to voicemail. Do not exceed 20 seconds, or the caller's carrier voicemail will answer first and break missed-call text-back.
My personal carrier voicemail keeps answering instead of the CRM greeting. Why? Your timeout is set too high. Lower it to 20 seconds or less. If you forward to a mobile phone, check that phone's Do Not Disturb and voicemail settings, which can override the timeout.
Where do I listen to voicemails patients leave? Voicemails are attached to the contact's conversation thread. Open the patient in your Inbox to play the recording alongside their call, text, and email history.
Are voicemails covered by HIPAA? Treat them as if they are. Patient voicemails can contain PHI, so store them and restrict access according to your practice's HIPAA policies.
Can I leave a recorded message in a patient's voicemail on outbound calls? Yes, but that is a separate feature called a voicemail drop, and it is configured in Workflows rather than in your phone or voicemail settings.
Something I need is not available in these settings. What should I do? Aesthetix CRM fully manages your phone service, so anything outside the in-app Settings screens is handled by our team. Contact Aesthetix CRM support for help.
