Message was not saved

Separate message capture from external alerts. A message can be saved in Inbox even when a separate email or SMS alert is disabled or unavailable.

Confirm Message Taking is enabled

1. Open Call Handling > Reception.
2. Confirm Take messages is On.
3. If you changed it, select Save reception settings and wait for the saved state.
4. Begin a new test call.

When Message Taking is Off, callers cannot leave a message through a direct request, qualification outcome, or fallback. Existing Inbox messages remain available.

Confirm the caller completed the intake

A complete message needs the message itself and enough caller response to finish the guided intake. The caller can decline to provide a name or callback, but should clearly answer those questions before ending the call.

If the call ended early, test again and provide:

• a short, recognizable message;
• a caller name or “no name”;
• permission to use caller ID, a different callback number, or “no callback.”

Do not use real sensitive information in a test message.

Find the Inbox record

Search Inbox by the call time, caller information, recipient, or a distinctive phrase from the test message. Open the full call item and review the message details rather than relying on a list preview.

Turning Message Taking Off does not delete historical messages. If the call exists but no message is attached, note the exact call time and whether the caller completed every intake step.

Check external alerts separately

If the message appears in Inbox but an expected alert did not arrive, review Account & Billing > Notifications. Confirm the destination and the available message notification preference. Check spam or filtering at the receiving service.

Inbox remains the primary review location; an external alert is not proof that a message was or was not saved.

Retest the smallest path

Test a direct request such as “I’d like to leave a message” before testing Message Taking as a qualification outcome or handoff fallback. If the direct path works, review the related outcome order or handoff fallback.

If the direct path still fails, contact Support with the workspace, exact call time, caller number suffix, and customer-visible Inbox status. Do not include the private contents of a real caller message unless they are necessary and approved for support review.