> ## Documentation Index
> Fetch the complete documentation index at: https://help.callaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Human vs voicemail

# What happens when a human answers vs voicemail

In Callaro’s UI this article maps to **inbound vs outbound greetings** in the agent editor, **campaign voicemail retries**, and **voicemail detection on call records**—not a separate “voicemail script” form.

The app does **not** give you a dedicated “voicemail script” field next to the live-answer script. What you *do* have is:

1. **Different first turns for inbound vs outbound** in **Step 4 — Prompt & Goals** (open **Edit agent** to that step).
2. **Campaign-level voicemail retry settings** when you configure a campaign (Create/Edit campaign wizard).
3. **Per-call voicemail detection** on the call record in **Call details** (open a session from **Call logs**).

![Greetings section showing separate inbound and outbound opening fields.](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-ai/human-vs-voicemail.png?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=689f8efb6595bd9162a4a3e146c02c01)

**What the static should show:** Step 4 **Greetings** with the two columns **Inbound calls** and **Outbound calls** (greeting + follow-up question each).

## Inbound vs outbound (agent editor)

On **Prompt & Goals**, **Greetings** configures:

* **Inbound calls:** *Greeting text* and *Follow-up question* for when a **customer calls your number** and the agent picks up first.
* **Outbound calls:** *Greeting text* and *Follow-up question* for when **the system calls a lead** and the agent introduces itself.

The UI states that the agent **automatically picks** the correct side based on **call direction**. Use `{{variable}}` placeholders from **Step 3 — Variables & Pre-Call**; `{{caller_name}}` is noted as auto-filled from pre-call data when available.

Write the **outbound** opening for a live person picking up. If you need the agent to sound different when it reaches voicemail, handle that through **Call control & flow** and **Close / CTA** (e.g. leave a brief message, then end)—there is no separate labeled “voicemail greeting” control.

![GIF media slot](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/images/scripts-and-ai/slot-01.gif?s=4ce942ed17100456c3f9b91cf9013cc8)

**What the GIF should show:** Editing outbound greeting text, or scrolling to **Call control & flow** on the same step.

## Voicemail in campaigns (retries)

In **Create Campaign** / **Edit campaign**, the wizard includes options for how often to **re-attempt** when a call does not connect or hits voicemail—**Retry on voicemail** and **Max voicemail attempts** (wording and layout as shown in the app). Use that to control **dialing strategy**, not the agent’s spoken script.

![Video media slot](https://mintcdn.com/callaro-docs/1fJs_sKJdgiwY8nj/media/scripts-and-ai/slot-01.mp4?fit=max\&auto=format\&n=1fJs_sKJdgiwY8nj\&q=85\&s=ced733e32205d7a1bd111ffa66886cbd)

**What the video should show:** Campaign wizard: locate voicemail retry controls, then open a call log where **Voicemail detected** appears.

## Seeing voicemail on a finished call

On **Call details** for a session, the **Details** area can show **Voicemail** / AMD-related information (e.g. whether voicemail was detected). Use that when reviewing whether your **outbound** opening and flow match what actually happened on the line.

## Related articles

* [Customising your call script](https://help.callaro.ai/scripts-and-ai/customising-your-script.md)
* [How the AI handles calls](https://help.callaro.ai/scripts-and-ai/how-the-ai-handles-calls.md)
* [Prompt writing fundamentals](https://help.callaro.ai/scripts-and-ai/prompt-writing-fundamentals.md)
* [Reviewing agent performance](https://help.callaro.ai/scripts-and-ai/reviewing-agent-performance.md)


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