When a caller wants someone to get back to them, your assistant can take a message.
Turning it on
On the assistant's page, turn on Take a message in Tools, then publish. The assistant asks for:
- the caller's name,
- the best number to reach them,
- what they need, in their own words.
If the caller says it's urgent, the assistant marks the message urgent.
Where messages go
- Every message appears in Calls & Messages under Messages, with the assistant that took it.
- Your team is notified. Urgent messages notify owners, admins and members by email by default; choose what you receive in your notification settings.
Working through them
- Choose Mark done when it's handled, or Reopen to bring it back.
- In Tasks, turn a message into a task with a title, notes and due date. The task stays linked to the caller.
Tips
- Add a line to the assistant's Additional instructions if you need something extra, for example "Always ask for the job address."
- Messages work alongside transfers: the assistant can take a message when there's no one to transfer to.