You are here:
Troubleshoot WhatsApp Voice Messages
If voice messages don't work as expected in WhatsApp, review these common issues and their resolutions.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced WhatsApp channels |
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 |
| Issue | Possible Cause | Resolution |
|---|---|---|
| WhatsApp users receive text replies instead of voice replies. | Voice replies aren't turned on for the Messaging connection. | Verify that Adaptive Response Formats is turned on. If you've removed the
messaging_audio response format, the agent continues to process
voice messages but replies with text. |
| Voice messages aren't processed. | The audio format, size, or duration isn't supported. | Verify that the voice message uses a supported audio format and doesn't exceed the supported size or duration limits. |
| The agent can't understand a voice message. | The audio couldn't be transcribed. | Verify that the audio is clear, contains minimal background noise, and meets the supported format and size requirements. If transcription fails, ask the WhatsApp user to resend the voice message or type the request. |
| Voice replies take longer than expected. | Voice replies require speech transcription and speech synthesis. | Typical response times are 12-17 seconds. Longer responses can take 20 seconds or more. Keep agent responses concise to reduce response time. |
| Voice messages don't work for a messaging channel. | Voice messages are supported only on WhatsApp. | Verify that you're using a WhatsApp messaging channel. Other messaging channels don't support voice messages. |
messaging_audio isn't listed in the
response_formats for the Messaging connection. |
The messaging_audio response format isn't included in an
existing Messaging connection. |
Manually add the following |
| The agent detects the wrong language for a voice message. | Very short voice messages, such as "Hi" or "Hola," might not contain enough speech for accurate locale detection. | Ask the WhatsApp user to send a longer voice message to improve locale detection accuracy. |
この記事で問題は解決されましたか?
ご意見をお待ちしております。
