Relate can direct missed calls to a pre-recorded message rather than forwarding client calls to a team member’s personal voicemail. This feature makes it easier for advisors to separate their personal and business communications while enabling organizations to provide a consistent brand experience. 

Clients calling their advisors are now given a clear indication that they have reached the correct number without first being routed through the advisor's personal voicemail, which can create confusion or potentially diminish a firm's brand value.

How does it work?

When a client calls an advisor's Relate phone number, the call will be connected if the advisor answers the phone. If human speech is detected, there will be a one-second delay during which the advisor will hear the word “connecting” before they can speak with the client.

If the advisor or a delegate does not answer the call, it will ring until redirected to the pre-recorded message.

Currently, this recorded message can only be enabled on an organization-wide basis. Each organization can choose to customize their message via text-to-speech communication (a default voice will be used) or to provide a custom, pre-recorded message.

If no script or audio file is provided and an organization would still like to enable this feature, a default audio message will be used. The default missed call audio message would be similar to the text shown below:

Your [organization] representative is not available at this time. Please send a text or try calling back later. Thank you.

How is it enabled?

To enable the missed call message for your organization, please contact your Customer Success Manager (CSM) who will initiate the configuration process.

The default message will be used if a script or audio file is not provided. If your organization would like to use a customized message, your team will need to provide us with this information, and some lead time will be needed for our Engineering team to set up the file.

Frequently Asked Questions

Q: Can this be customized on a workspace basis?

A: Not at this time. Currently, the message can only be customized for the entire organization. We will look to invest in customization for the future. Please let us know if this is something your organization would be interested in.

Q: When is Relate going to have dedicated voicemail boxes?

A: We are investigating this as a possibility for the future. Please let us know if this is something your organization would be interested in.