What We Fixed
When a lead sits unclaimed in a pond you have access to, opening its contact
record is meant to show you everything on that lead — the calls, the texts, the
emails. Voicemails were the exception: if a contact had called and left a
voicemail on another agent’s number, you couldn’t play it. You could see the
whole rest of the conversation and then hit a gap exactly where the useful part
was.
That gap came from a much older fix. The original complaint was about the
Voicemails section in the left nav, where every agent’s voicemails were
funnelling into a single list that anyone could open. Scoping that list to the
logged-in user was right. What went wrong is that the same restriction was also
applied to the contact record, which is a different surface with a different
rule — so a fix for an aggregate list ended up hiding lead activity from the
people working the lead.
Now the two surfaces follow their own rules.
What you may notice
- On a lead unclaimed in a pond you have access to, the contact record
shows every voicemail on it and you can play them, whoever’s number the
caller reached. Pond access works the same way as the lead being assigned to
you or you being added as a collaborator. - The moment the lead is claimed, that closes again. Only the assignee (and
their collaborators, and owners and admins) keeps visibility. - A lead assigned directly to another agent is unaffected — pond access
never reached those, and still doesn’t. - You can play a teammate’s voicemail on a shared pond lead, but you can’t
delete it or mark it read or unread. Those stay with the agent whose line it
came in on. - The left-nav Voicemails list and your inbox threads are unchanged, and
deliberately so: they stay scoped to you. So a voicemail can be playable from
the contact record while staying out of your Voicemails list and out of the
shared Team Inbox conversation — that difference is intentional, not a glitch.
This supersedes the “Voicemails are unchanged” note in the 17 August entry,
Pond agents see all activity on unclaimed leads, which described the state
while this question was still open.