Using Voicemail Prioritization with AI

When Voicemail Prioritization with AI is enabled, it can help Zoom Phone users prioritize their voicemails. Users can define a topic or intent that the system will use to organize their incoming voicemails in order of priority.

Learn more about other Zoom AI features and how Zoom AI features handle your data.

For language availability, review the supported languages for Zoom AI features.

Requirements for using Voicemail Prioritization with AI

Note: Zoom AI features may not be available for select verticals and select regional customers.

Table of Contents

How to define priority topics to prioritize voicemail transcripts

You can add predefined topics to label your new voicemails. Once defined, those topics can be modified at any time, and a transcript of the voicemails will be used to determine the prioritization.

Windows | macOS | Linux

Create priority topics

  1. Sign in to the Zoom desktop app.
  2. On the top right, click your initials or profile picture.
  3. Click Settings.
  4. Click Phone.
  5. In the Voicemail and forwarding section, to the right of Voicemail prioritization with AI, click Set up.
    A pop-up window will appear.
  6. In the Manage voicemail prioritization window, under Priority topics, click Add your first topic, then do the following:
    Note: You can add up to 5 predefined topics to match and label your new voicemails, helping you prioritize them.
    • In the Add priority box, write the topic name to be used to label your important voicemails, then click Continue.
    • In the Does this describe your topic? dialog box, read the description provided and edit to adjust as necessary, then click Approve and submit.
    • (Optional) To the right of Priority topics, click Add to add a new topic.
    • Click Done.
    • (Optional) Click the topic name to edit it or delete it, if it has been saved.
    • (Optional) To the right of the topic name, click the X to delete it.

Manage priority topics

  1. Create priority topics.
  2. Under Voicemail prioritization with AI, click Manage topics.
  3. (Optional) To the right of Priority topics, click Add to add a new topic.
  4. (Optional) Click the topic name to edit or delete its description, if it has been saved.
  5. (Optional) To the right of the topic name, click the X to delete it.
  6. Click Done.

Enable or disable Voicemail Prioritization with AI

  1. Create priority topics.
  2. To the right of Voicemail prioritization with AI, click the toggle to enable or disable it.
Android | iOS

Access Voicemail Prioritization with AI

Access Voicemail Prioritization with AI through settings

  1. Sign in to the mobile app.
  2. At the top of the screen, tap your initials or profile picture.
  3. Tap Settings.
  4. Tap Phone.
  5. Tap Voicemail prioritization with AI.

Access Voicemail Prioritization with AI through the Voicemail tab

  1. Sign in to the mobile app.
  2. Tap the Phone tab.
  3. At the top of the screen, next to the AI icon , tap the More icon , then tap Voicemail prioritization .

Create priority topics

  1. Access Voicemail prioritization with AI.
  2. Under Priority topics, tap Add topic, then do the following:
    Note: You can add up to 5 predefined topics to match and label your new voicemails, helping you prioritize them.
    1. In the Add priority screen, write the topic name to be used to label your important voicemails, then tap Next.
    2. Read the description provided and edit to adjust as necessary, then tap Approve and submit.
    3. (Optional) Under Priority topics, tap Add topic to add a new topic.
    4. Tap Done.

Manage priority topics

  1. After creating priority topics, access voicemail prioritization.
  2. (Optional) Under Priority topics, click Add topic to add a new topic.
  3. (Optional) Tap the topic name to edit or delete its description, if it has been saved.
  4. Tap Done.

Enable or disable Voicemail Prioritization with AI

If Voicemail Prioritization with AI is enabled:

  1. Access Voicemail prioritization.
  2. Tap Turn Off to disable it.

If Voicemail Prioritization with AI is disabled:

  1. Access Voicemail prioritization.
  2. Tap Voicemail prioritization with AI.
    A pop-up window will appear.
  3. In the window, tap Turn on.

How to access your prioritized voicemails with transcripts

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab.
  3. Click the Voicemail tab.
    Your prioritized voicemails will be labeled with your predefined topics configured in the previous section.
  4. (Optional) Under All Voicemail, you can filter your prioritized voicemail messages as follows:
    • Click Priority topics, then select the labels you defined in the above section.
    • Click your labeled voicemail to view the transcription containing the topic you defined.
  5. (Optional) Under Priority topics, click the topic, then do one of the following actions in the dialog window:
    • Click Remove from voicemail if you want to remove the label.
      The label will be removed from the voicemail(s).
    • Click Manage tags to remove the existing label or add a new one.
      Note: Adding a new label will not affect the voicemail you're currently viewing, but it will be applied to upcoming voicemail messages.
Android | iOS
  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab.
  3. Tap the Voicemail tab.
    Your prioritized voicemails will be labeled with your predefined topics configured in the previous section.
  4. (Optional) Under All Voicemail, you can filter your prioritized voicemail messages as follows:
    • Tap the filter icon , tap Priority topics, then select the labels you defined in the above section.
    • Tap your labeled voicemail to view the transcription containing the topic you defined.
  5. (Optional) Under Priority topics, tap the topic, then do one of the following actions in the dialog window:
    • Tap Remove from voicemail if you wish to remove the label.
      The label will be removed from the voicemail(s).
    • Tap Manage tags to remove the existing label or add a new one.
      Note: Adding a new label will not affect the voicemail you're currently viewing, but it will be applied to upcoming voicemail messages.

How to request admin enablement for Voicemail Prioritization with AI

Depending on the admin settings for Voicemail Prioritization with AI, and when the Voicemail Prioritization with AI feature is not enabled, users will receive active in-call prompts that support catch-up summaries, decision tracking, and action item identification. Clear call-to-action buttons allow users to request that an admin enable Voicemail Prioritization with AI.

Windows | macOS | Linux
  1. Sign in to the Zoom desktop app.
  2. Click the Phone tab.
  3. Click the Voicemail tab.
    Note: When you have more than 10 voicemails, a banner will appear to encourage you to send a request for Voicemail Prioritization with AI enablement.
  4. In the banner, click Send request to ask your admin to enable this feature.
    The banner will disappear.
    Note: If you click Close instead of Send request, the banner will reappear the next time you sign in (if you have more than 10 voicemails).
  5. On the keypad, click the AI icon .
    A pop-up window will appear.
  6. In the window, click Send request to request that an admin enable Voicemail Prioritization with AI.
Android | iOS
  1. Sign in to the Zoom mobile app.
  2. Tap the Phone tab.
  3. Tap the Voicemail tab.
    Note: When you have more than 10 voicemails, a banner will appear to encourage you to send a request for Voicemail Prioritization enablement.
  4. In the banner, tap Send request to ask your admin to enable this feature.
    The banner will disappear.
    Note: If you tap Close instead of Send request, the banner will reappear the next time you sign in (if you have more than 10 voicemails).
note icon
As of June 22, 2026, the name "AI Companion" has been retired. While the name is no longer in use, the AI features previously available under the AI Companion brand remain available throughout Zoom Workplace.