Genesys Cloud - Main

Hi, I can see in the September 22nd release note that agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations. Is this available in Salesforce (we have Genesys CX Cloud), we have service users contact us via WhatsApp voice notes and the agents have to manually download the recording and then reply by message.  It would be great if we can voice notes our service users. 

I have added the Content Profile, added the .ogg file types for audio, assigned it to the Platform Integration for WhatsApp but I cannot see where I add the updated UI with inline playback and recording tools in Salesforce.

Has anyone enabled this in Salesforce sucessfully?

Many thanks

Laura

Hi Laura,

Have you checked your supported content profiles?

There is a note under File preview browser support for standard file types: 

Video/audio
Standard file types that are supported in all browsers are: 
.ogg
Note: To ensure that agents can playback inbound WhatsApp voice notes and record and send outbound voice notes, make sure that you include this audio file type in both inbound and outbound file types.

Hi, I can see in the September 22nd release note that agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations. Is this available in Salesforce (we have Genesys CX Cloud), we have service users contact us via WhatsApp voice notes and the agents have to manually download the recording and then reply by message.  It would be great if we can voice notes our service users. 

I have added the Content Profile, added the .ogg file types for audio, assigned it to the Platform Integration for WhatsApp but I cannot see where I add the updated UI with inline playback and recording tools in Salesforce.

Has anyone enabled this in Salesforce sucessfully?

Many thanks

Laura

Hi Sam,

Yes I have done all of this.  Its just the controls in Salesforce that I'm missing. 

Hi Laura,

Have you checked your supported content profiles?

There is a note under File preview browser support for standard file types: 

Video/audio
Standard file types that are supported in all browsers are: 
.ogg
Note: To ensure that agents can playback inbound WhatsApp voice notes and record and send outbound voice notes, make sure that you include this audio file type in both inbound and outbound file types.

Hi, I can see in the September 22nd release note that agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations. Is this available in Salesforce (we have Genesys CX Cloud), we have service users contact us via WhatsApp voice notes and the agents have to manually download the recording and then reply by message.  It would be great if we can voice notes our service users. 

I have added the Content Profile, added the .ogg file types for audio, assigned it to the Platform Integration for WhatsApp but I cannot see where I add the updated UI with inline playback and recording tools in Salesforce.

Has anyone enabled this in Salesforce sucessfully?

Many thanks

Laura

Hi, I can see in the September 22nd release note that agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations. Is this available in Salesforce (we have Genesys CX Cloud), we have service users contact us via WhatsApp voice notes and the agents have to manually download the recording and then reply by message.  It would be great if we can voice notes our service users. 

I have added the Content Profile, added the .ogg file types for audio, assigned it to the Platform Integration for WhatsApp but I cannot see where I add the updated UI with inline playback and recording tools in Salesforce.

Has anyone enabled this in Salesforce sucessfully?

Many thanks

Laura