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  • 1.  Whatsapp Voice Notes processing by Genesys Virtual agent

    Posted 01-18-2026 21:23
    No replies, thread closed.

    Hello,

    We got the requirement where Whatsapp user can leave the Voice notes that further needs to be consumed by Genesys Virtual agent. I didn't see the information that Genesys Virtual agent can accepts Voice notes and process. Please let me know if there is any solution to achieve the requirement.


    #ConversationalAI(Bots,VirtualAgent,etc.)
    #DigitalChannels

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  • 2.  RE: Whatsapp Voice Notes processing by Genesys Virtual agent
    Best Answer

    Posted 01-18-2026 23:23
    No replies, thread closed.

    Hi Rakesh,

    Genesys Virtual Agent doesn't currently have the ability to directly consume WhatsApp voice notes. Those audio files come in as recordings, and the bot can't process them natively. 
    The practical solution is to transcribe audio into text before handing it off to the Virtual Agent; i.e. by adding a transcription step in the middle: the WhatsApp voice note gets captured, passed through a speech‑to‑text service (Google, AWS, Azure, or even Genesys Cloud's own transcription APIs), and then the resulting text is handed off to the Virtual Agent.

    That way, the bot can still understand the customer's intent and respond appropriately.

    Hope this helps.
    thanks



    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
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