---
title: "Handle voicemails in 8x8 Contact Center for Freshdesk"
slug: "handle-voicemails-in-8x8-contact-center-for-freshdesk"
updated: 2026-07-23T10:07:08Z
published: 2026-07-23T10:07:08Z
canonical: "help.8x8.com/handle-voicemails-in-8x8-contact-center-for-freshdesk"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Handle voicemails in 8x8 Contact Center for Freshdesk

For agents assigned to voicemail queues, the **Agent** tab enables you to process voicemail interactions as a subset of phone interactions. Unlike phone interactions, voicemail interactions cannot be transferred or forwarded.

To receive or send voicemails using **8x8 Contact Center for Freshdesk**, you must:

- Be a member of a voicemail queue.
- Place yourself in the **Available** status.

The data lookup for searching in **Freshdesk** is via a phone number. For voicemail interactions, the **screen pop** and call log events are similar to phone interactions. When a voicemail is offered, a call panel displays, indicating an incoming interaction If the voicemail is from an existing customer, the customer record pops allowing you to preview the customer details.

**To process a voicemail interaction:**

1. When a voicemail is offered, a call panel displays, indicating an incoming interaction.
2. Accept the voicemail.

> [!NOTE]
> Note:
> 
> The **Reject interaction** button is disabled if your contact center administrator has not granted the permission. This prevents agents from rejecting the interactions they are offered.
3. You will hear:
  - A recorded message that notifies you that the new interaction is a voicemail and plays it.
  - A prompt to press 1 to send a copy of the voicemail message to your email address as a WAV file attachment.

> [!NOTE]
> Note:
> 
> The only way you can save a voicemail message is to send a copy of the message to your email address. When you disconnect your agent telephone from the voicemail interaction, **8x8 Agent Workspace** permanently deletes the voicemail message.

The voicemail message. The message keeps playing until you hang up the phone.
4. After listening to the voicemail message click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image(94).png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A24Z&se=2026-11-03T22%3A14%3A24Z&sr=c&sp=r&sig=rwtJnz0RCXX5XU9h3h51dHRWKtkV%2BFVbwkI71Xc7P%2Fk%3D) to hang up. The post-processing time initiates.
5. If required, select a disposition code.
6. Click **Wrap up**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/voicemail-interaction.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A14%3A24Z&se=2026-11-03T22%3A14%3A24Z&sr=c&sp=r&sig=rwtJnz0RCXX5XU9h3h51dHRWKtkV%2BFVbwkI71Xc7P%2Fk%3D)