Voicemail Drop lets agents leave a pre-recorded voicemail message on an outbound call with a single click, instead of waiting on hold or re-recording the same message every time. When the recipient's phone goes to voicemail, the agent selects a pre-recorded message from the Custom Dialer, Aircall delivers it automatically, and the call ends.

For background on how Voicemail Drop works generally in Aircall, please see Aircall Workspace: Voicemail Drop. This article covers the Salesforce-specific setup only.

Note: Voicemail Drop is a tab inside the Custom Dialer. Please see Salesforce Voice: Setting up the Custom Dialer if you haven't set that up yet.

Before you begin

  • Aircall for Service Cloud Voice managed package, version 0.10.0 or later, installed.
  • Salesforce Service Cloud Voice configured and active.
  • Pre-recorded voicemail messages created in the Aircall Dashboard.

Setting up Voicemail Drop

Step 1: create pre-recorded messages in Aircall

Steps

  1. Go to the Aircall Workspace > Call Settings
  2. Under Voicemail Drop, add one or more pre-recorded messages.
  3. Save.
Voicemail drop in call settings

Messages you add here appear in the agent's Salesforce utility bar during outbound calls on that number.

Step 2: add the Voice Extension to your Salesforce app

Steps

  1. Go to Setup > App Builder.
  2. Search for the Voice Extension FlexiPage used by your app.
  3. Add the Aircall Voice Extension component to the page.
  4. Save and activate.
Screenshot 2026-08-17 at 12.44.14.png

How it works for agents

  • During an outbound call, the Voicemail tab appears in the voice extension utility bar.
  • If the recipient doesn't answer and the call goes to voicemail, the agent clicks a pre-recorded message to drop it.
  • Aircall delivers the message and ends the call automatically.
  • The voicemail drop is recorded on the call record in Salesforce.
Important: Voicemail Drop is only available on outbound calls. It isn't available during warm transfers.

Verifying your setup

Steps

  1. Make a test outbound call from a number that has pre-recorded messages configured in Aircall.

  2. Confirm the Voicemail tab shows the list of available messages.

    Screenshot 2026-08-17 at 12.48.48.png
  3. Select a message. It should be delivered and the call should end.
  4. Check the Aircall Voice record in Salesforce to confirm the voicemail drop was recorded.

Troubleshooting

SymptomLikely causeWhat to do
The list of pre-recorded messages doesn't appear on a connected callNo messages configured for that number, or a stale connection. This is also expected during a warm transfer, since the option is intentionally hidden thenConfirm messages are configured in Aircall Dashboard > Phone Numbers > the number > Voicemail Drop messages. If they are, reload the utility bar to reconnect.
The message list shows up during a warm transfer, when it shouldn'tA display bug, or an outdated package versionReload the utility bar to reset the call state. If it keeps happening, confirm the Aircall Voice Extension is on a current, compatible version.
Clicking a message does nothingA connection issueReload the utility bar. If it persists, check the browser console for errors and confirm the installed package is up to date.
Selecting a message shows an error instead of a success confirmationAircall rejected the drop request, often because the call already ended or the message was deletedCheck whether the call had already ended, or whether the selected message was deleted from the Aircall dashboard. If neither applies, reload the utility bar and try again.
The voicemail dropped but the Salesforce call didn't end automaticallyCall termination didn't syncEnd the call manually. If this happens regularly, contact Aircall Support, since voicemail delivery and call termination should always happen together.
The voicemail dropped but the call record's Voicemail Drop field is emptyThe related call record wasn't created in time, or the agent lacks edit accessConfirm the call record was created, that the agent has edit access to it, and check Setup > Apex Jobs for failed background jobs around that time.

If none of these resolve it, contact Aircall Support with your Salesforce org ID, the installed package version, the agent's Aircall number and email, the browser in use, the call ID and/or affected Salesforce call record, and a description of what happened.