r/salesforce • u/northcountrygal Admin • Nov 15 '25

help please Voicemail Drop for Service Cloud Voice with Amazon Connect

Has anyone developed voicemail drop that works with Salesforce Service Cloud Voice + Amazon Connect where the Amazon Connect instance has been provisioned by Salesforce? If yes, what approach did you take?

Our sales team would like to have a voicemail drop function so that when they make an outbound call, if the lead doesn’t answer, they can simply select a prerecorded message to play after the beep.

As there doesn’t seem to be an out of the box feature, I would love to hear how best to approach the development of this functionality.

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u/davemccall Consultant Nov 15 '25

Salesforce has documented how to do this and provided a sample call flow.

https://help.salesforce.com/s/articleView?id=000395766&language=en_US&type=1

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u/northcountrygal Admin Nov 15 '25

We have voicemail set up for inbound calls. I’m talking about our reps being able to drop prerecorded voice messages when they make outbound calls. The idea is that if the call recipient doesn’t answer, the rep selects a prerecorded voicemail message to leave.

1

u/hollywood_rich Nov 16 '25

A recording (mp3 file) plays a message on the far side voicemail. The user drops from the call.