Genesys Cloud - Main

 View Only
Back to Library

Voice note support for WhatsApp conversations 

10-14-2025 03:37

In this video @Rebecca Harper talks about the new voice note support for WhatsApp conversations

Agents can now enable playback, recording, and download of voice notes (voice messages) in WhatsApp conversations.
With the .ogg file type included in a WhatsApp integration’s Supported Content Profile, agents can record and send outbound voice notes directly from their desktop, while also playing, pausing, and downloading inbound messages. This helps agents provide faster, more natural, and more personalized interactions with customers, including those who prefer voice communication. Supervisors can download voice notes as part of interaction recordings. Administrators can also view the number of inbound and outbound voice messages in analytics views, including Agents Interactions Detail, Agents Queues Detail, Campaign Interactions Detail, Interactions, Message Queue Performance Detail, Message Queue Performance Summary, Message Agent Performance Detail, Message Agent Performance Summary, My Interactions, Queues Interactions Detail, Queues Performance Detail, and Queues Performance Summary.

Release Notes: https://help.mypurecloud.com/releasenote/september-22-2025

#TAMStudios #<productworkspace> #FeatureReview or #UseCase #FunctionalityDemo 

 

Please post any questions or comments below, or email us at TAMStudios@Genesys.com  


#CommunityVideos(TAM,QA,etc.)

Statistics
0 Favorited
14 Views
0 Files
0 Shares
0 Downloads

Related Entries and Links

No Related Resource entered.