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Set Up Voice Replies for WhatsApp

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Set Up Voice Replies for WhatsApp

Agentforce turns on voice message replies by default when your agent has a Messaging connection with Adaptive Response Formats turned on. Use this task to verify that setup or turn voice message replies off.

Required Editions

View supported editions.
Checkmark This article applies to: Enhanced WhatsApp channels
X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
User Permissions Needed
To set up WhatsApp channels: Configure Messaging AND View Setup and Configuration
To create WhatsApp channels:

System Administrator AND Configure Messaging

OR

Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data

Confirm these requirements:

  • Set up a WhatsApp messaging channel.
  • Connect your WhatsApp Business account.
  • Confirm that Messaging and Digital Engagement are turned on.
  • Map MessagingSession.id to the context variable name RoutableId.
  • Create your agent in Agentforce Builder. Agents created in the legacy builder aren't supported.
  • Confirm that your agent uses the Atlas reasoning engine. Agents created in Agentforce Builder use Atlas by default.
  • Test that your agent responds to text messages on WhatsApp. Voice messages require a working text conversation first.

Configure the agent's Messaging connection to control voice message replies.

Note
Note There's no separate org permission required.
  1. From the App Launcher, enter Agent, and select Agentforce Studio, and then click Agents.
  2. Select the agent you want to configure.
  3. In the Explorer panel, expand Connections.
  4. Check whether a Messaging connection is listed under Connections. If a Messaging connection isn't listed, click + Add Connections.
  5. Select Messaging as the connection type.
    Select Messaging as the connection type
  6. Click Add to Agent.
  7. Turn on Adaptive Response Formats.
  8. Switch to Script view and find the connection_messaging block. Confirm that messaging_audio is included in both the response_actions and response_formats lists.

    New Messaging connections include messaging_audio by default. If your connection was created before voice message support was available, it might be missing. If so, add messaging_audio to both response_actions and response_formats.

    response_actions:
    messaging_audio: @response_formats.messaging_audio
response_formats:
    messaging_audio:
        label: "Audio Response"
        description: "A response action that replies to the user with an audio note (voice
        message). Use this to send the response as spoken audio when the user communicated
        with an audio note."
        target: "system://MessagingAudio"

    After you paste the code in Agent Script, the connection_messaging block looks like this. The connection_messaging block in Script view with messaging_audio included in response_actions and response_formats

    Tip
    Tip To turn voice message replies off instead, remove messaging_audio from both response_actions and response_formats. Your agent still transcribes and processes incoming voice messages but replies with text.

After messaging_audio is included in both response_actions and response_formats, your agent automatically replies with a voice message when a WhatsApp user sends a voice message.

 
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