Introduction to Shared Voice Mailbox, To Do and Contact Feature

Learn how to keep track of tasks using To-Dos, ensure no message is missed with shared voicemail mailboxes, and maintain up-to-date contact information, all in one place for a seamless workflow.

In this Article

• To Do Feature in Voicestack
• Shared Voice Mailbox
• Contacts in VoiceStack

To Do Feature in Voicestack ▶

The To-Do section lets you manage all your tasks in one place. You can add new tasks, review current ones, and monitor their status, whether they’re overdue, due today, upcoming, or completed.

You can also filter tasks based on assignment (tasks assigned to you), priority level, and category, making it easy to stay organized and on top of your daily workflow.

To learn about how to add a task and to manage To-Dos in the Admin and Agent app, visit Organize and Follow Up with To-Dos.

Benefits

• Stay organized and reduce forgotten follow-ups.
• Quick access to tasks linked with calls and conversations.
• Actionable interface: call, message, or update tasks instantly.
• Increases accountability and reduces manual reminders.

Use Case Scenarios

Scenario	Action
Missed a call from a patient	Add a follow-up task to return the call later
During a call, a customer asks for a callback	Create a task immediately to ensure it isn’t forgotten
Task assigned by the manager	Appears directly in your To-Do list with context

Tips for Agents

• Review your To-Do list at the start and end of each shift.
• Use task categories (e.g., Callbacks, Reminders) for easier sorting.
• Use Notes to capture important context that can be converted into tasks later.
• Mark completed tasks daily to avoid clutter.

Best Practices for Agents

• Align your tasks with your shift goals (e.g., “Call back 5 patients”).
• Create To-Dos during or immediately after calls to preserve context.
• Avoid overloading your list—prioritize what's important.
• Audit completed tasks weekly to reflect on follow-through.

Tips for Admins

• Use clear task names and add brief descriptions.

• Always assign tasks to a user.

• Set accurate due dates and priorities.

• Review Overdue tasks daily.

• Mark tasks as Completed once done.

• Add notes when additional context is needed.

Best Practices

• Create tasks immediately after calls or voicemails.

• Use status filters (Overdue, Today, Upcoming, Completed) to manage workload.

• Keep tasks organized by selecting the correct category.

• Avoid duplicate or unnecessary tasks.

Shared Voice Mailbox▶

The Shared Voice Mailbox feature allows organizations to create a centralized voicemail inbox for multiple agents. When a voicemail is received, it is accessible by all assigned agents, ensuring timely responses to customer inquiries.

To learn how to create and edit Shared Voice Mailbox visit Never Miss a Message: Using Shared Voice Mailboxes Effectively.

Use Cases

• Centralized Team Communication: When multiple agents need access to voicemails (e.g., front desk, support teams).
• After-Hours Support: Capturing voicemails during non-business hours and notifying multiple team members to ensure follow-up.
• Department-Specific Inboxes: Set up different mailboxes for different teams, like Billing, Appointments, or General Inquiries.
• Coverage During Leave: Shared inbox ensures no message is missed, even if the primary contact is away.

Tips

• Name Mailboxes Clearly: Use descriptive names like "Front Desk Voicemail – Downtown Location" for clarity.
• Use Email Alerts: Enable voicemail emails to ensure agents receive notifications even when they’re away from the app.
• Include External Recipients: Add practice managers or on-call team members using the External Recipients option.
• Audit Access Regularly: Keep the extension list updated so only the relevant agents have access to voicemail content.
• Standardize Response Protocol: Have a shared process on who responds to which voicemail to avoid duplication or missed follow-ups.

Benefits

• Faster Response Times: Since multiple agents are notified, the first available person can respond quickly.
• Improved Accountability: All voicemails are visible to a group, reducing the chances of missed messages.
• Email Integration: Provides an additional layer of notification via audio-enabled emails—great for mobile access.
• Scalable Setup: Suitable for multi-location or multi-department practices where teams share responsibilities.

Best Practices

• Use for Non-Direct Lines: Ideal for numbers that route through menus or ring groups instead of individual extensions.
• Keep It Organized: If you have multiple locations or specialties, maintain separate mailboxes to avoid confusion.
• Train Staff on Etiquette:
  Agents should know how to log, respond to, and close out voicemail follow-ups. Use a shared note or CRM system to mark voicemails as handled.
• Set Escalation Rules:
  Define what happens if a voicemail is not responded to within a certain time (e.g., escalation to a manager after 2 hours).
• Test Notifications Regularly:
  Make sure voicemail alerts via email or app notifications are working as expected. Perform periodic checks with test voicemails.
• Secure Sensitive Information:
  Voicemails may contain personal health or contact information. Ensure only authorized users have access, especially if external emails are added.
• Leverage With Workflow Rules:
  Combine with automation features—for example, set a workflow rule to notify a team lead if a voicemail remains unreviewed after X minutes.
• Review Voicemail Trends:
  Analyze frequent voicemail topics to identify gaps in call coverage or FAQs. This helps in refining call routing or updating FAQ sections.

Example Scenario

Scenario: A dental practice has a shared voicemail for after-hours inquiries.

• Setup: They create a Shared Voice Mailbox for "After-Hours Support – Main Clinic".
• Users Added: Front desk agents and the practice manager.
• Features Used: Voicemail emails are sent with recordings to all recipients.
• Benefit: One of the team members always follows up with patients the next morning—no lead is lost, and patients feel well cared for.

Contacts in VoiceStack ▶

The Contacts feature in the VoiceStack allows you to easily access contacts, make calls, send messages, and maintain a structured communication list within the platform.

To learn about how to add and manage your contacts, visit Add and Manage your Contacts.

Benefits

• Centralized contact management for easy access and consistency.
• Faster communication with direct calling and messaging.
• Better organisation through group and location-based visibility.
• Secure and controlled communication with blocking and role-based access.

The Contacts feature consists of three main sections:

• Contacts: Displays all contacts across your practices.
• Groups: Organizes contacts into manageable categories.
• Blocked: Lists contacts that are restricted from communication.

Contacts Section in Admin App

Dashboard View

The Contacts dashboard displays a table containing all contacts in the system. Each contact includes:

Column Name	Description
Contact Name	Name of the contact
Phone Number	Includes number type (Mobile, Home, Work, Fax, Other)
Group	Assigned contact group
Location	Location the contact belongs to
Status	Active or Blocked
Actions	Edit, Delete, or Block the contact

Filters

You can use the filters at the top of the page to refine the list by:

• Search keyword
• Location
• Group
• Status

• The Contacts module consists of three main sections:
  • Contacts
  • Groups
  • Blocked

Contacts Section in Agent App

Dashboard View

• The Contacts dashboard displays a table containing all contacts in the system. Each contact entry includes:

Column Name	Description
Contact Name	Name of the contact
Phone Number	Includes number type (Mobile, Home, Work, Fax, Other)
Group	Assigned contact group
Location	Location the contact belongs to
Status	Active or Blocked
Actions	Edit, Delete, or Block the contact

You can use the filters at the top of the page to refine the list by:

• Search keyword
• Location
• Group
• Status

Best Practices

1. Use Search and Filters to Save Time

Always use the search bar and filters (Location, Group, Status) to quickly locate contacts instead of scrolling through the list. This is especially useful when managing or accessing a large number of contacts across multiple locations.

2. Use Groups for Better Organisation

Assign contacts to meaningful Groups such as Clinical Staff, IT, or Insurance.

• Admins should maintain accurate group assignments.
• Agents should use groups to quickly find the right contacts during daily operations.

3. Handle Blocked Contacts Carefully

Contacts marked as Blocked should not be contacted.

• Admins should review blocked contacts periodically to ensure accuracy.
• Agents should respect blocked status and avoid alternative communication methods.

4. Keep Contact Data Clean and Up to Date

• Admins should regularly audit contacts for outdated numbers, incorrect groups, or unused entries.
• Agents should report missing or incorrect contact details to administrators instead of working around them.

5. Understand Role-Based Permissions

Remember that contact visibility and actions are role-based.

• Admins manage contacts, groups, locations, and blocked status.
• Agents focus on communication, calling, and messaging approved contacts.

Summary

The Contacts feature in the VoiceStack Admin App enables administrators to:

• Maintain a centralised contact directory.
• Organise contacts using groups and locations.
• Import contacts in bulk using Excel.
• Control communication by blocking or unblocking contacts.

This ensures structured contact management and smoother communication workflows across the platform.

Support / Contact

Need further help? Contact [e-mail]  or call 407-833-6436.