Genesys Cloud - Main

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.

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