Overview
An improvement to voicemail email notifications in 8x8 Contact Center & Engage has been rolled out. The new format includes written transcripts, a clean layout, and caller information in the subject line—so you know who called before opening the email. This article will answer some frequently asked questions around the enhancement.
Applies to
8x8 Contact Center
8x8 Engage
Voicemail Email Notifications
Questions and Answers
What is the voicemail email notification enhancement?
An improvement to how voicemail notifications are delivered. The new emails include a written transcript of the message, a clean layout with organized information, and the caller's name in the subject line—so you know who called and when before even opening it.
What was wrong with the old system?
Old notifications had no structure, no transcript, and a subject line filled with system codes (GUIDs). Agents had to listen to every voicemail in full just to find out who called and why.
What's different in the new version?
Subject line shows the caller's name or number, date, and time
Transcript appears at the top so you can read the message instead of listening
All details (caller, queue, agent, timing) are organized into clear sections
Original recording is still attached if you want to listen
What is the transcript?
A written version of what the customer said in their voicemail. You can read it instead of listening to the recording.
Do I need a license for transcripts?
Yes. Transcripts require an active 8x8 Speech Analytics license. Without it, you'll get the email and recording but no written transcript.
Will transcripts always be included?
Only if your organization has an active QM license. If your organization doesn't have one, contact your account team about enabling it.
How does this save me time?
You can read the transcript in seconds instead of listening to the entire voicemail. You understand what the customer needs before you call them back. Most agents save 5-10 minutes per shift.
Can I still listen to the recording?
Yes. The recording is attached and plays directly in your email if you want to hear it.
Can I listen to the recording without downloading it?
Yes. Most email clients (Gmail, Outlook, etc.) play the audio file inline without downloading.
When is this available?
Release of this enhancement is estimated for the end of July 2026. All 8x8 Contact Center and Engage customers will receive the enhancement.
Is this required or optional?
The enhancement is the new standard for all voicemail notifications. Your administrator will set it up automatically.