How to Use Voice Notes and Attachments in Live Chat Widgets

Enabling Rich Media in Live Chat

Your CRM's Live Chat Widget allows website visitors to communicate more effectively by sending files, images, and voice messages alongside text. This feature helps visitors share context quickly without typing long explanations, while giving your team better insight into their needs.

Benefits of Voice Notes and Attachments

Using rich media in live chat offers several advantages:

• Faster communication: Visitors can share files or record voice notes instead of typing detailed descriptions
• Better context: Agents receive visual and audio context before responding to inquiries
• Flexible messaging: Visitors can send attachments without requiring accompanying text
• Audio preview: Voice notes can be reviewed before sending
• AI integration: Conversation AI can process supported images and voice notes when configured

Supported File Types and Limits

The Live Chat Widget accepts various file types with specific limitations:

Supported Document and Image Files

• JPG and JPEG files
• PNG files
• HEIC files
• PDF documents

JPG and PNG files display as inline previews, while HEIC and PDF files appear as downloadable links.

Audio Support

Voice notes and audio attachments appear as playable audio cards with full playback controls including play/pause, seek, mute, and variable playback speeds (1x, 1.5x, 2x).

File Limits

• Maximum files per message: 5
• Maximum file size: 25 MB per file
• Unsupported or oversized files are automatically blocked

How Visitors Send Attachments and Voice Notes

Uploading Files

Website visitors can attach files using these steps:

1. Open the Live Chat Widget on your website
2. Click the attachment icon or drag files into the chat composer (desktop)
3. Select the files to attach
4. Wait for the upload to complete
5. Send the message (text optional)

Recording Voice Notes

Visitors can send voice messages by:

1. Opening the Live Chat Widget
2. Clicking the microphone icon
3. Allowing microphone access when prompted
4. Recording their message
5. Previewing the audio
6. Sending the voice note

Configuring Voice Notes and Attachments

To enable these features for your Live Chat Widget:

1. Navigate to Sites → Chat Widget in your CRM
2. Create a new widget or open an existing one
3. Go to Chat Window → Additional Options
4. Enable "Allow sending voice notes" for voice recording capability
5. Enable "Allow sending attachments" for file uploads
6. Save the widget settings
7. Embed the updated widget on your website

Reviewing Attachments in Conversations

All attachments and voice notes sent through the Live Chat Widget appear in your Conversations inbox alongside text messages. Your team can:

• Preview images and documents
• Play audio messages with full playback controls
• Download files for offline review
• Respond appropriately based on the received content

Using Conversation AI with Media

When enabled, your Conversation AI can process supported images and voice notes to help generate responses. Ensure your AI response settings are configured to handle these media types for automated processing.