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When a recovery call goes to voicemail instead of a live pickup, Atllas leaves a short, offer-focused message so the customer still hears why you called — and how to come back.
  • The message leads with your win-back offer. When you have a discount configured, the voicemail names it directly (for example, “we’re offering 20% off to come back”). At a 0% (feedback-only) offer, it uses a warmer, general “we’d love to have you back” message with no discount.
  • It gives customers a callback number. The voicemail reads out a number the customer can call you back on — by default your business phone number on file. The same number is added to your win-back text, so a customer who missed the call has two ways to reach you.
  • Only one voicemail is ever left, and it’s saved for the final attempt. When Automatic Retries are on, earlier unanswered calls hang up without a message, and the voicemail is left only on the last attempt. That way a customer who might still answer a later redial isn’t left a message prematurely, and no one ever gets the same voicemail twice. With retries off, the single call is itself the final attempt, so it leaves the voicemail as before.
Both the voicemail script and the callback number are set up automatically when your recovery workflow is created, and you can edit either one in the campaign editor: expand the Call Behavior section and edit Leave Voicemail. If you edit the voicemail wording yourself, Atllas keeps your version; if you leave it as the default and later change your discount, the message updates to match the new offer automatically.
The callback number is only spoken and texted — it isn’t dialed by Atllas, so it can be any number your customers should reach you on. If you don’t have a business number on file, add one in the Voicemail settings so the voicemail and texts include it.
Where the callback receptionist is enabled for your account, calls to this number are answered by an Atllas AI receptionist that can text the caller their offer link on the spot — see Calling Back.