This article explains how to create an Activity from a voicemail using the Voicemail Activity Generator from the Communication History. The Voicemail Activity Generator reads the voicemail and the linked Individual Record, then suggests a ready-to-review follow-up Activity you can edit and save. Nothing is saved until you confirm it.
Requirements
- To access the Communication History > Voicemail tab:
- You must have the user-level Sales permission for User Can View Messages Tab (Account Wide Voicemails, SMS, Recorded Calls).
- To create an Activity for an Agent Record:
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Agent Visible and Agent Edit permission.
- In addition, you may need access to Agent Records assigned to your Accessible Agent.
- To create an Activity for a Carrier Record:
- You must be logged into AMS+ as an Agency User.
- You must be assigned to a Security Group with the Carrier Visible, Create, and Edit permissions.
- To create an Activity for a Group Record:
- You must be logged into AMS+ as an Agency User or Agent CRM User.
- You must be assigned to a Security Group with the Group Visible and Edit permissions.
- If you're an Agent CRM User, you need access to Group Records assigned to your Accessible Agent, and optionally unassigned records.
- To create an Activity for an Individual Record:
- You must be logged into AMS+ as an Agency User or Agent CRM User.
- You must be assigned to a Security Group with the Individual Visible and Edit permissions.
- If you're an Agent CRM User, you need access to Individual Records assigned to your Accessible Agent, and optionally unassigned records.
In this article
- When the Generate Activity button appears
- Create an Activity from a suggestion
- Fill it in yourself with the Create My Own tab
- After you save
- Why a suggestion looks the way it does
When the Generate Activity button appears
The Voicemail Activity Generator appears on the Communication History > Voicemail tab. What you see on a voicemail row depends on the voicemail and your permissions. You will see the Generate Activity button when all of the following are true:
- The voicemail is from an individual, not an agent.
- The voicemail has a completed transcript with text.
- You have permission to create an Activity for that record.
In some cases you will see something different:
- A plain Create Activity button appears when the voicemail is an agent voicemail, or the voicemail has no usable transcript. You can still create an Activity manually.
- No button appears when you do not have permission to create an Activity for the record, or an Activity has already been created from that voicemail. In that case you will see a confirmation in its place instead.
Create an Activity from a suggestion
- Select the Phone icon in the AMS+ header, then select Voicemails to open the Communication History > Voicemail tab.
- On the voicemail row, select Generate Activity.
A progress indicator appears while the Voicemail Activity Generator reads the transcript, then the AI Generated Next Steps pop-up appears.
- In the AI Generated Next Steps pop-up, review the suggested Activity in the AI Generated tab.
-
The Voicemail Activity Generator fills in only what it can support from the voicemail and the Individual Record. Any field it is not confident about is left blank for you to complete, rather than guessed.
Depending on what the voicemail contained, this can include the Subject, Notes, Record Type, contact name, Status, Follow-up User, and Due Date.
- Edit any field you would like to change, then save.
If the voicemail is not linked to a contact, both tabs first ask you to select the record the Activity should be attached to. Choose the record, then continue.
Fill it in yourself with the Create My Own tab
The AI Generated Next Steps pop-up has a second tab, Create My Own, which is the standard Activity form with the contact's record already filled in. It is always available, whether or not the Voicemail Activity Generator returned a suggestion.
You can create one Activity per voicemail. Switching between the AI Generated Activity and Create My Own tabs replaces whatever you were working on, and your edits do not carry from one tab to the other. Choose the tab you want to finish in before you start filling in fields.
After you save
Once you save an Activity from either tab, the Generate Activity button is permanently replaced with an Activity created & Voicemail Saved confirmation on that row, and the voicemail is marked as listened. This confirmation stays in place, because a voicemail can only produce one Activity.
Why a suggestion looks the way it does
- Reopening shows the same suggestion, not your edits. If you make changes, close the window without saving, and open it again later, you will see the original suggestion rather than your unsaved edits. The suggestion is stored and reused so results stay consistent, but edits are only kept when you save. If you start editing, finish and save before closing.
- Due dates are only set when the caller states timing. If the voicemail does not mention when something needs to happen, the Due Date is left blank for you to set.
- Secondary follow-ups go in the Notes. When a voicemail covers more than one thing, the most important item becomes the Activity and the rest are gathered into the Notes field, so it is worth reading the Notes, not just the Subject.
If there's no suggestion
- No next steps identified means the voicemail did not contain an actionable follow-up. The Create My Own tab is still available if you would like to log something yourself.
- If a suggestion cannot be generated, you will see a brief error message. The Create My Own tab remains available so you are never blocked from creating an Activity.