Voice assistant

This page tells you what voice support is real today. Read the first section before you plan around it.

Live voice conversations are not available#

Live, spoken AI conversations (a customer talks and the AI answers by voice, in the browser or by phone) are currently switched off. If a widget tries to start one, the request is refused with a message that live provider voice agents are disabled and voice messages should be sent instead. Older phone-assistant setups from a previous provider are kept only as migration data and no longer power anything.

That means saving the Voice assistant settings does not add a voice option to your widget today.

What does work: voice notes#

Customers can send voice messages on the channels that support them, and the AI can use them.

1. The audio is transcribed to text.
2. The transcript is given to the AI as customer-provided evidence, like something the customer typed.
3. The AI answers in text on the same channel, following all the usual rules in How the AI works.

What to know:

• Voice-note understanding needs the AI Assist add-on and available credits. Without them, the audio is not interpreted. See Credits and usage.
• Transcripts are treated as untrusted evidence. If the transcript is unclear, the AI may ask the customer to repeat or type it.
• Only audio is transcribed. Video and documents are not interpreted.
• Images sent by customers are described in a similar way and also use credits.
• The AI replies in text, not audio.

Your human team can still listen to the original audio in the inbox and reply normally.

The Voice assistant settings page#

The dashboard has a Voice assistant page. It needs an Enterprise platform plan and the AI Assist add-on. Other plans see "Voice assistant requires Enterprise with AI credits" and an Upgrade button. See Plans and billing.

The page saves these settings:

The settings are stored, but because live sessions are disabled they do not currently change what customers experience. The preview shows a fixed sample of the greeting, not a live call.

Calls with your team#

Human calls are separate from the AI. The Calls page lists call logs with status, start time and a summary, and operators can call customers from the inbox. Manual phone contact details for your widget are configured in the widget customization settings. See Calls.

Recommended setup for a voice-friendly workspace#

1. Make sure AI Assist and credits are active.
2. Write a knowledge base that covers what customers ask by voice. See Knowledge base.
3. Enable voice-note support on your channels (WhatsApp, Telegram and others accept voice notes by default).
4. Set language preferences in Assistant identity and scope, for example "Reply in Iraqi Arabic when the customer writes or speaks Arabic".
5. Test by sending yourself a voice note and reading the reply.

Troubleshooting#