Genesys Cloud
Voice Messaging on WhatsApp coming to Genesys Cloud
| 発表日 | 発効日 | Aha! アイデア |
|---|---|---|
| 2025-06-23 | - | Aha! リンク |
In a future release, Genesys Cloud will support the exchange of voice notes between agents and customers on WhatsApp, allowing for more accessible and empathetic communication. This feature helps Genesys Cloud users meet customers in their preferred mode of communication (spoken voice), bridging a critical gap between text-only interactions and real-time calls.
What’s new?
Agents will soon be able to:
- Play inbound WhatsApp voice messages directly within the agent desktop, without downloading the file.
- Record and send outbound voice notes using their microphone, with real-time waveform feedback.
- Pause, preview, cancel, or delete voice recordings before sending.
- Download and replay voice messages from the digital transcript, if needed.
This update introduces a messaging capability that mirrors the WhatsApp mobile experience—voice notes are exchanged in OGG format, with a size limit of 16MB per message.
Why this matters?
Previously, agents could only respond to WhatsApp messages using text. If a customer sent a voice message, the agent had to manually download the file to listen and could not reply with a voice message.
This new functionality:
- Improves accessibility for vision-impaired users or those with reading difficulties.
- Supports natural communication, especially in regions where voice communication is preferred.
- Speeds up interactions, making responses easier and faster for agents and customers alike.
- Conveys tone and emotion, helping agents respond with more empathy.
- Aligns agent capabilities with end-customer WhatsApp behavior.
- Enhances customer experience by meeting users where they are—on voice.
- Brings voice into asynchronous messaging, improving accessibility, speed, and emotional connection.
- Enables better tracking and insights through metrics on voice note usage in reporting and analytics.
ユースケース
- Agents can listen to voice messages from customers directly in their workspace and reply with their own recordings.
- Supervisors and Quality administrators can review voice message exchanges within the interaction transcript, or download them for compliance or coaching.
- Administrators can control whether agents are allowed to send outbound audio messages via content profile settings.
What to expect in the agent UI?
- Inline playback for inbound voice messages.
- Recording tools with waveform visualization for outbound messages.
- Clear controls to manage recording (pause, send, delete).
- Download options for audit or review purposes.
