# How to Setup Voicemail in GHL Customer Care > Learn how to set up voicemail in GHL Customer Care for your company & individual users, including greetings, notifications, routing, & essential configuration options. - Source: https://docs.ghlcustomercare.com/docs/phone-system/voicemail/how-to-setup-voicemail-in-ghl-customer-care - Section: Phone System / Voicemail - Reading time: 3 min - Images: 6, each explained below - Modified on Thu, 10 Sep at 5:34 AM --- You can upload your own audio recording in GHL Customer Care to use as a **custom voicemail greeting** or **voicemail drop**. For reliable playback across carriers, prepare your recording in a supported format and quality before uploading it to GHL Customer Care. --- **TABLE OF CONTENTS** - [Audio File Requirements](#audio-file-requirements) - [Important: Higher-quality audio is not always better for voicemail delivery. If your recording does not play correctly, convert or export it at 64 kbps and try uploading it again.](#important-higher-quality-audio-is-not-always-better-for-voicemail-delivery-if-yo) - [Where Will You Use the Audio File?](#where-will-you-use-the-audio-file) - [Company Voicemail](#company-voicemail) - [User Voicemail](#user-voicemail) - [Voicemail Drop in a Workflow](#voicemail-drop-in-a-workflow) - [Create or Prepare Your Recording](#create-or-prepare-your-recording) - [Optional: Using Third-Party Recording or Conversion Tools](#optional-using-third-party-recording-or-conversion-tools) - [Test Your Audio After Uploading](#test-your-audio-after-uploading) - [Related Articles](#related-articles) --- ## **Audio File Requirements** Before uploading your recording, make sure your audio file meets these requirements: | Requirement | Recommended Setting | | --- | --- | | **File format** | MP3 or WAV | | **Audio quality** | 64 kbps | | **Content** | Clear, pre-recorded voice message | ## **Important:** Higher-quality audio is not always better for voicemail delivery. If your recording does not play correctly, convert or export it at **64 kbps** and try uploading it again. --- ## **Where Will You Use the Audio File?** The upload location depends on how you want to use the recording. ### **Company Voicemail** To use the recording as the default voicemail for your sub-account: 1. Go to **Sub-Account → Settings → Phone System**. 2. Scroll to **Call & Voicemail Settings**. 3. Upload your MP3 or WAV voicemail file. 4. Save your changes. 5. Call your GHL Customer Care number from another phone to test the voicemail. ![Step 5 of 5: Call your GHL Customer Care number from another phone to test the…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078594106/original/5pR-8oEazWvmAW_Zd-_g9Ksxmqoqglrk3w.png) **Step 5 of 5: Call your GHL Customer Care number from another phone to test the…** This screenshot accompanies step 5 of 5 in the "Company Voicemail" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you call your GHL Customer Care number from another phone to test the voicemail. - What this covers: Call your GHL Customer Care number from another phone to test the voicemail. - Controls: Sub-Account → Settings → Phone System, Call & Voicemail Settings Full procedure: 1. Go to Sub-Account → Settings → Phone System. 2. Scroll to Call & Voicemail Settings. 3. Upload your MP3 or WAV voicemail file. 4. Save your changes. 5. Call your GHL Customer Care number from another phone to test the voicemail. <- this image ### **User Voicemail** To configure a voicemail recording for an individual user: 1. Go to **Sub-Account → Settings → My Staff**. 2. Select and edit the appropriate user. ![Step 2 of 5: Select and edit the appropriate user](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078594516/original/kbv1FFrK_jMdS6OcIOLIVPAoEY7PwjUqqA.png) **Step 2 of 5: Select and edit the appropriate user** This screenshot accompanies step 2 of 5 in the "User Voicemail" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you select and edit the appropriate user. For context, this section explains: Go to Sub-Account → Settings → My Staff. Select and edit the appropriate user. Expand Call & Voicemail Settings. Upload the MP3 or WAV file. Save your changes and test the user's call flow. The next step is to expand Call & Voicemail Settings. - What to choose: Select and edit the appropriate user. - Controls: Sub-Account → Settings → My Staff, Call & Voicemail Settings - Next: Expand Call & Voicemail Settings. Full procedure: 1. Go to Sub-Account → Settings → My Staff. 2. Select and edit the appropriate user. <- this image 3. Expand Call & Voicemail Settings. 4. Upload the MP3 or WAV file. 5. Save your changes and test the user's call flow. 3. Expand **Call & Voicemail Settings**. ![Step 3 of 5: Expand Call & Voicemail Settings](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078594335/original/Tq9m2bl4PLKRp0DlLknNdbWE_6A26QSNPg.png) **Step 3 of 5: Expand Call & Voicemail Settings** This screenshot accompanies step 3 of 5 in the "User Voicemail" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you expand Call & Voicemail Settings. For context, this section explains: Go to Sub-Account → Settings → My Staff. Select and edit the appropriate user. Expand Call & Voicemail Settings. Upload the MP3 or WAV file. Save your changes and test the user's call flow. The next step is to upload the MP3 or WAV file. - What this covers: Expand Call & Voicemail Settings. - Controls: Call & Voicemail Settings, Sub-Account → Settings → My Staff - Next: Upload the MP3 or WAV file. Full procedure: 1. Go to Sub-Account → Settings → My Staff. 2. Select and edit the appropriate user. 3. Expand Call & Voicemail Settings. <- this image 4. Upload the MP3 or WAV file. 5. Save your changes and test the user's call flow. 4. Upload the MP3 or WAV file. 5. Save your changes and test the user's call flow. A user's voicemail can take precedence when the contact or phone number is assigned to that user. ### **Voicemail Drop in a Workflow** To use your recording as a voicemail drop: 1. Open the appropriate **Workflow**. 2. Click the **+** button to add an action. 3. Search for and select **Voicemail**. ![Step 3 of 6: Search for and select Voicemail](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078594759/original/kw4354MeDHY4i77k4X9eS0dr9Eh9GI-4MA.png) **Step 3 of 6: Search for and select Voicemail** This screenshot accompanies step 3 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you search for and select Voicemail. For context, this section explains: Open the appropriate Workflow. Click the + button to add an action. Search for and select Voicemail. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. Click Save Action. Save or publish the workflow as appropriate. The next step is to upload your pre-recorded MP3 or WAV (64 kbps) audio file. - What to choose: Search for and select Voicemail. - Controls: Voicemail, Workflow, +, MP3 or WAV (64 kbps), Save Action - Next: Upload your pre-recorded MP3 or WAV (64 kbps) audio file. Full procedure: 1. Open the appropriate Workflow. 2. Click the + button to add an action. 3. Search for and select Voicemail. <- this image 4. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. 5. Click Save Action. 6. Save or publish the workflow as appropriate. 4. Upload your pre-recorded **MP3 or WAV (64 kbps)** audio file. ![Step 4 of 6: Upload your pre-recorded MP3 or WAV (64 kbps) audio file](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078594921/original/eqhXXr-UlF3Mvr-kqDF9haxfz7fiBypahQ.png) **Step 4 of 6: Upload your pre-recorded MP3 or WAV (64 kbps) audio file** This screenshot accompanies step 4 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you upload your pre-recorded MP3 or WAV (64 kbps) audio file. The next step is to click Save Action. - What this covers: Upload your pre-recorded MP3 or WAV (64 kbps) audio file. - Controls: MP3 or WAV (64 kbps), Workflow, +, Voicemail, Save Action - Next: Click Save Action. Full procedure: 1. Open the appropriate Workflow. 2. Click the + button to add an action. 3. Search for and select Voicemail. 4. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. <- this image 5. Click Save Action. 6. Save or publish the workflow as appropriate. 5. Click **Save Action**. ![Step 5 of 6: Click Save Action](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155078595029/original/oKIbH_44SFaOyxAIHeTKFY2JKVMFeD7KjA.png) **Step 5 of 6: Click Save Action** This screenshot accompanies step 5 of 6 in the "Voicemail Drop in a Workflow" section of "How to Setup Voicemail in GHL Customer Care". At this point in the walkthrough you click Save Action. For context, this section explains: Open the appropriate Workflow. Click the + button to add an action. Search for and select Voicemail. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. Click Save Action. Save or publish the workflow as appropriate. The next step is to save or publish the workflow as appropriate. - How to confirm: Click Save Action. - Controls: Save Action, Workflow, +, Voicemail, MP3 or WAV (64 kbps) - Next: Save or publish the workflow as appropriate. Full procedure: 1. Open the appropriate Workflow. 2. Click the + button to add an action. 3. Search for and select Voicemail. 4. Upload your pre-recorded MP3 or WAV (64 kbps) audio file. 5. Click Save Action. <- this image 6. Save or publish the workflow as appropriate. 6. Save or publish the workflow as appropriate. Test the workflow with a test contact before using the voicemail drop with your intended audience. --- ## **Create or Prepare Your Recording** You can create the recording with any audio recorder that allows you to save or export the finished recording in a compatible format. For best results: - Record in a quiet environment. - Speak clearly and at a consistent volume. - Keep background noise to a minimum. - Export the finished recording as **MP3 or WAV**. - Use **64 kbps** audio quality for voicemail compatibility. If you already have an audio recording, you do not need to record it again. Convert or export the existing file to the supported format and quality if necessary. --- ## **Optional: Using Third-Party Recording or Conversion Tools** You may use third-party audio recording or conversion software to prepare your file. GHL Customer Care does not require a specific third-party tool—the important part is that the resulting audio file meets the supported voicemail requirements. For example, a desktop audio editor such as **Audacity** can be used to record, resample, and export audio. **Note:** Third-party tools and websites are maintained independently of GHL Customer Care. Their availability, functionality, pricing, and interfaces may change. Refer to the provider's current documentation when using an external service. **Example: Preparing a WAV File in Audacity** If you're using Audacity: 1. Open or import your audio file. 2. Set the project rate to **8000 Hz**. 3. Resample the track to **8000 Hz**, if needed. 4. Export the recording as a **WAV** file using **U-Law** encoding. 5. Upload the exported file to the appropriate voicemail destination in GHL Customer Care. --- ## **Test Your Audio After Uploading** Always test the recording after uploading it. For a company or user voicemail: 1. Call the GHL Customer Care phone number from a different phone. 2. Allow the call to reach voicemail. 3. Confirm that the correct recording plays. 4. Listen for distortion, unusually low volume, or playback issues. For a voicemail drop, run the workflow with a test contact and confirm that the expected recording is delivered. If the Audio Doesn't Play Correctly If your voicemail file doesn't work as expected: 1. Confirm that the file is **MP3 or WAV**. 2. Convert or re-export the recording at **64 kbps**. 3. Upload the new version to GHL Customer Care. 4. Save your changes. 5. Test the call or workflow again. If you're configuring a standard company or user voicemail, also verify your **Incoming Call Timeout** settings. The forwarding number's own voicemail may answer before GHL Customer Care can play the uploaded voicemail if the timeout is too long. --- ## **Related Articles** - **[](https://docs.ghlcustomercare.com/docs/phone-system/calling/ringless-voicemail-voicemail-drops-setup-guide)**[](https://docs.ghlcustomercare.com/docs/phone-system/calling/ringless-voicemail-voicemail-drops-setup-guide)[Ringless Voicemail and Voicemail Drops in GHL Customer Care: Setup Guide](https://docs.ghlcustomercare.com/docs/phone-system/calling/ringless-voicemail-voicemail-drops-setup-guide) - **[](https://docs.ghlcustomercare.com/docs/workflows/ivr-workflow-actions/workflow-action-record-voicemail)**[](https://docs.ghlcustomercare.com/docs/workflows/ivr-workflow-actions/workflow-action-record-voicemail)[Workflow Action - Voicemail](https://docs.ghlcustomercare.com/docs/workflows/ivr-workflow-actions/workflow-action-record-voicemail)[](https://docs.ghlcustomercare.com/docs/workflows/ivr-workflow-actions/workflow-action-record-voicemail)**[](https://docs.ghlcustomercare.com/docs/workflows/ivr-workflow-actions/workflow-action-record-voicemail)** --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com