Voice Note in IM
Voice Note is a feature in Instant Messaging (IM) that allows agents to send voice messages directly from the reply editor. It’s designed to offer a faster, more personal, and accessible way to communicate with customers, especially when typing just doesn’t cut it.
Whether you’re handling a high volume of tickets, assisting users with detailed troubleshooting, or trying to comfort someone going through a difficult experience, Voice Note helps you speak with clarity and empathy.
When to use Voice Note
Scenarios
Scenarios
| Situation | How Voice Note Helps |
| Explaining a complex process | Speak it out instead of writing a long reply. |
| Supporting a distressed customer | Your tone can deliver calm and empathy. |
| Multilingual conversations | Speak in the customer’s preferred language. |
| Busy agents on mobile or multitasking | Voice is quicker than typing. |
How to use Voice Note: Step-by-Step
- Open IM Conversation in Desk.
- Navigate to Reply Editor
- Click the Microphone icon. This will open the voice recorder. You may be asked for microphone access if not already granted.
- Once recording begins, speak naturally and clearly. You’ll see a timer showing the duration.
- Click the Stop or Pause button when you're done. The system will process your recording.
- Click the Play button to preview the note. Want to discard it? Just click Delete button.
- Once you’re satisfied, click Send. The message will be sent as an .mp3 file.
What you can do with Voice Note
- Record and send voice messages up to three minutes long (plan-based).
- Share your message as an .mp3 file, optimized for speed and size.
- Enhance clarity in communication through tone and voice.
- Work efficiently when typing is time-consuming or not ideal.
- Support auditory learners and visually challenged users.
Recording Limits
Recording Limits
| Plan Type or Restriction | Max Duration |
| Standard | Three minutes |
File format and size
- Voice Notes are sent as .mp3 files.
- Automatically compressed for IM delivery.
- Compatible across all IM integrations except Instagram (which doesn’t allow .mp3 files).
Microphone permissions
If your mic is blocked or inaccessible, you’ll see:
- Microphone not accessible
- Please check your device settings or browser permissions to enable voice recording.
Error messages & what they mean
Error messages & what they mean
| Scenario | Message |
| Recording fails | “Something went wrong while processing your voice note.” |
| Audio doesn’t load | “Something went wrong while loading your audio file.” |
| Playback fails | “Something went wrong while playing the audio.” |
These errors usually relate to network interruptions, device/browser restrictions, or unsupported formats. In most cases, refreshing the page or checking your internet resolves it.
Testing & validation
Testing & validation
Before using Voice Note in real scenarios, try the following:
| Test | What to Look For |
| Record & Send | Audio successfully records and appears in chat. |
| Limit Enforcement | Recording stops at two or three minutes automatically. |
| Integration Check | Confirm it works across supported IM channels. |
| MP3 Restrictions | Try sending audio where .mp3 uploads are blocked, and check if the system prevents it as expected. |
FAQs
What is Voice Note?
It’s a feature that lets agents record and send audio messages (.mp3) during IM conversations.
Where is Voice Note available?
Supported across all IM channels except Instagram, which doesn’t allow .mp3 files.
What format are the voice messages sent in?
They’re sent as compressed .mp3 files for easy playback and minimal file size.
Can I delete a voice note before sending?
Yes, click the (🗑️) icon next to your recording.
Can I delete a voice note after sending?
No, you cannot delete a voice note after sending.
Why can’t I record anything?
Your browser or device might have blocked mic access. Enable it in settings and reload the page.
What if the audio is too long?
Recording will automatically stop once the time limit (three minutes) is reached.
Why am I getting error messages when playing or sending voice notes?
This could be due to network issues, device compatibility, or restrictions on file uploads. Refresh the page or contact support if it persists.
Tips for using Voice Note effectively
- Use a headset to reduce background noise.
- Speak naturally; don’t rush.
- Listen before you send, especially in sensitive scenarios.
- Keep it short and to the point, even if the limit is three minutes.
- Avoid confidential or sensitive info in audio, as it may not be indexed like text.
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