A voicemail should not sit in a box nobody opens.

From voicemail to ticket or task

1. 1

   Link an extension to a person

   When you add or edit an extension, pick which user of your own account it belongs to. You can only pick people from your own account, and each change is recorded in an audit log.

2. 2

   Create a ticket or a task from a voicemail

   On the Voicemails page, each voicemail whose extension is linked shows "Create MapleDesk ticket" and/or "Create MapleTask", depending on which of those products your account has. The ticket or task is filled in with the caller, number, time, length, extension and transcript, the recording is attached, and it is assigned to the linked person.

3. 3

   Once only

   A voicemail can become one ticket and one task, not more. A second click, or a second person clicking, opens the existing one instead of creating a copy.

4. 4

   Optional: automatic tickets

   A setting, off by default, can turn each new voicemail into a MapleDesk ticket on its own, once. Voicemails that arrived before you switched it on are not touched. You can set it for the whole account or override it for one extension.

Call or text back from the ticket

• Two buttons appear in a MapleDesk ticket: Call and Text.
• They appear only when your account has MapleReceptionist and the person has a valid phone number on file (the ticket's phone, or the linked contact's phone).
• A number that only appears inside the message text is not treated as on file. The ticket shows a small hint instead, and nothing is ever dialled automatically.
• They are hidden on spam and deleted tickets, and for read-only users.
• Call opens the MapleReceptionist browser phone. Text opens a drafted message you edit before sending, sent from your account's own MapleReceptionist number.
• Every call and text is logged on the ticket.

Other Maple apps connected to MapleReceptionist

These connect only when your account has turned them on in Integrations. A MapleReceptionist account on its own works fine without them.

MapleContacts

Recognises a returning caller from your central contact record and files calls and texts into that record, so staff see them on one timeline.

MapleConcierge

Identifies whether a caller is a tenant, an owner or a vendor of your properties.

MapleInvoice

Looks up an outstanding balance for a matched customer.

MapleCalendar

Reads availability from MapleCalendar when the receptionist books an appointment for an extension.

Zapier

Triggers when events happen on your line, and actions to send a text or schedule a callback from a Zap.

What it does not do

• MapleDesk and MapleTask must be on the same account as MapleReceptionist. Without them the buttons simply do not appear.
• The link between an extension and a person is set by hand. An unlinked extension gets no ticket or task buttons.
• If MapleDesk or MapleTask cannot be reached when you click, you see a short message and your voicemail is left exactly as it was. You can click again later.
• A task is assigned to the linked person when MapleTask can match that person by e-mail address; otherwise it is created unassigned.
• Very large recordings are not attached.

FAQ

Read more: Why connect your phone line to your support desk