Automatic Answering Machine for Business: Voicemail or PBX?

TL;DR: An automatic answering machine at a business is usually voicemail: when nobody picks up, the caller hears a greeting and leaves a message. A PBX does something else, because it routes calls to staff and departments. If you also want a transcript and a summary of the calls you do answer, you need call recording; in Heilo, the Heilo Select and Heilo Line plans do that.

This comparison was written by Heilo, the provider of one of the options described. That is why we also say when a PBX or a live answering service is the better choice.

What is an automatic answering machine and how does it work

An automatic answering machine takes a message when you cannot pick up the phone: when you are busy, out of range or after hours. It used to be a device attached to the phone line; today it is usually cloud voicemail.

The phrase “automatic answering machine” covers four different needs, and a feature list does not make the options equivalent.

Voicemail is the subject of the article on the modern automatic receptionist, and what Heilo offers in that role is described on the automatic answering machine page.

Carrier voicemail, voicemail with transcription or a PBX — comparison table

These three options solve different problems, so the table compares them only where they actually overlap.

Verdict: these are not equivalent solutions. A PBX routes calls to people and departments, while voicemail with transcription records what the caller wanted and passes it on.

3 Key Criteria for Choosing a Business Answering Machine

1. Price — what will you really pay?

For a PBX, ask for a quote that covers users, lines, minutes, installation and service. For any cloud service, check the billing unit: per user, per line or per minute.

Heilo charges per number per month; see the section “How much does it cost?”. Your carrier's charges for forwarded calls are separate.

2. Simplicity — how long does it take to launch?

A hardware PBX needs a technician and cabling, while a cloud PBX is configured with the provider.

With Heilo Voicemail you create an account, set a greeting and set up forwarding of missed calls at your carrier (Android instructions / iPhone instructions), and then make a test call. With Heilo Line, after your company is verified (by its NIP, the Polish tax number) you choose a number and Heilo orders it from the carrier; the time depends on the verification. We do not promise a specific time.

3. Capabilities — what the system really can do

Old voicemail records a message and that's it. You have to listen to each recording (often full of noise and half-words) to understand who called and what they wanted.

Heilo's voicemail gives you more than the recording:

• Greeting: you record it in your own voice or type text that Heilo reads in a synthetic voice, and you can set a schedule of greetings by hour.
• Message transcript: you read the text instead of listening to the recording.
• Extracted details: Heilo pulls out what the caller said, for example name, service, location and preferred date.
• Customer potential: for each call you can record your own 1–10 rating of the inquiry and an estimated value.
• SMS notification: once notifications are on, you get the caller's details, the number, the topic and a link; you read the full transcript in the dashboard.
• Dashboard: you see the list of calls, contacts and tasks in one place.

This is a layer that captures and organises calls, not a stand-in for a member of staff. Heilo never talks to the caller.

When a PBX or a live answering service is the better choice

PBX. Choose a PBX when many people answer the phone and you need queues, a voice menu (IVR), extensions or a helpline. Heilo cannot replace that, because Heilo Line has no queues, no IVR and no extensions. See Modern Virtual Switchboard for Companies and forwarding or a virtual PBX.

Live answering service (a person). If the caller should hear an answer straight away, book an appointment or place an order, a person on the other end of the line works better. The comparison is in Heilo vs a live answering service and how much an answering service costs.

AI voice agent. Such an agent talks to the caller. Heilo does not, so if you need that, Heilo is not the right choice.

A PBX and Heilo's voicemail can work together if the PBX or your carrier lets you forward missed calls to an external number.

Which Heilo plan fits your business?

Heilo Voicemail — when you cannot pick up. Hairdresser, plumber, beautician — your hands are full (literally) and you cannot answer the phone while you are with a client. Your carrier forwards missed calls to Heilo, the caller hears your greeting and can leave a message, and you call back during a break knowing from the transcript what the customer needs. The plan is described on the business voicemail page.

Heilo Select — when you want to record a chosen call on your own number. You keep your current number and add Heilo to a chosen call: during the call you dial the Heilo number and merge the calls into a conference. This suits a salesperson or, for example, an accounting firm that wants to record and summarise only selected calls. Heilo records from the moment it joins, and your phone and carrier must support conference calls. You inform the other person about the recording yourself. Voicemail is included in the plan.

Heilo Line — for salespeople and sales teams. Each rep gets their own +48 company number (a Polish number). Heilo connects inbound calls to the phone you name in the dashboard, and outbound calls start in the dashboard with “Call via Heilo” (+48 numbers only). Calls through this number are recorded automatically: Heilo produces a transcript, a summary and tasks, and after a two-sided call the call coach shows what went well and what to improve. Once you set up an integration, the API, signed webhooks, Zapier or Make send the results to your own CRM (send calls to your CRM); firms without a CRM use the built-in Contacts, Projects and Tasks. New numbers start in the “Announcement before the call” mode: the other person hears a short recording notice.

Heilo gives you the tools to inform the caller (a notice, your own wording, a call label). Your company, as the data controller, provides the legal basis and meets the duty to inform. You can read more in the article recording customer calls.

You activate a Heilo Line number after your company is verified (NIP), and the plan is described on the call assistant page.

How much does it cost?

Heilo has three plans, billed per number per month: Heilo Voicemail, Heilo Select and Heilo Line. Current prices are on the pricing page. Billing is monthly. Heilo Line includes 6 hours of recorded calls per number in each billing period; each extra hour is billed per minute at the rate on the pricing page and added to the next invoice. Heilo Voicemail and Heilo Select carry an indicative limit of 500 recorded minutes per number per month that never blocks calls. Check your carrier's charges for forwarded calls separately.

Verified: 20 October 2026.

How to get started with Heilo

These are the steps for the Heilo Voicemail plan:

1. Choose a plan on the pricing page and create an account.
2. Record a greeting or type the text Heilo will read, for example: “Hello, this is company X. Please leave a message and we will call you back.”
3. Set up forwarding of missed calls at your carrier to the Heilo number. The target number and a ready code are in the dashboard, and carrier-specific steps are in the guide to call forwarding setup.
4. Call your number from another phone, do not answer, leave a message and check the dashboard and the SMS.

The most common scenario: you set up conditional forwarding (“when you do not answer”). When you answer yourself, the customer talks to you. When you cannot pick up, the call goes to Heilo's voicemail and the caller can leave a message.

With Heilo Line you start with company verification (NIP) and choosing a number.

FAQ – Frequently Asked Questions

Do I have to change my phone number?

Not with Heilo Voicemail or Heilo Select. With Heilo Voicemail you set up forwarding of missed calls from your current number (mobile or landline, if your carrier allows it) to the Heilo number, and customers keep calling the number they know. With Heilo Select you keep your own number. Heilo Line is a new +48 company number, separate for each rep.

How much does Heilo cost?

Heilo has three plans, billed per number per month. Current prices are on the pricing page. Heilo Line includes 6 hours of recorded calls per number in each billing period; each extra hour is billed per minute at the rate on the pricing page and added to the next invoice. Heilo Voicemail and Heilo Select carry an indicative limit of 500 recorded minutes per number per month that never blocks calls.

Will customers know it's automated?

The caller hears a greeting: recorded in your own voice, or text that Heilo reads in a synthetic voice. Heilo does not hold a conversation and does not pretend to be a receptionist, so say clearly in the greeting that the caller is leaving a message for the company and who will call back. You will find models in the greeting examples.

Does it work with every carrier?

Heilo Voicemail works where your carrier's tariff lets you forward missed calls, and Heilo Select needs conference calling on your phone and with your carrier. Check this before you choose a plan. The guides for Android and iPhone explain forwarding; codes and charges depend on your carrier and tariff. Heilo Line is a separate number, and Heilo connects inbound calls to the phone named in the dashboard.

What if I already have a PBX?

Heilo does not replace a PBX, because it has no queues, no voice menu and no extensions. It can work alongside it as voicemail for missed calls if the PBX or your carrier lets you forward them to an external number. Check this with your PBX provider.