The voice feature is an exclusive function that allows users to speak into the chat instead of typing.
The system converts the audio into text, which can then be reviewed and sent to the virtual assistant as usual. To enable this feature, you must request it via a Service Request.
⚠️ The message is always sent as text, not audio. The audio is used solely to automatically generate the text.
▶️ How does it work?
- The user opens the chat with the virtual assistant and sees the microphone icon next to the text box.
- Tap the icon to start dictating. The message “Speak now” will appear.
- Speak clearly. You have up to 30 seconds per message.
- The system transcribes the audio and places the text in the message box.
- The user can review and edit the text if necessary.
- Send the message using the send button, just like any written message.
➡️ Each use of the microphone corresponds to a new message. It is not possible to combine dictations into a single message.
↗️ Availability: Applies only to the web channel.
It will not be available in the following cases:
Chat with a human agent: The icon will not appear during the transfer to an agent. You will only be able to type in the traditional way.
Unsupported browser: If your browser does not support this feature, the icon will automatically disappear to prevent incorrect behavior.
✅ Supported browsers:
- Chrome 25+ (Windows, Mac, Linux, Android)
- Safari 14.1+ (Mac, iOS)
❌ Browsers not currently supported: Support for Edge and Firefox may change as both companies update their browsers to adapt to new technologies.
- Edge
- Firefox
▶️ Limits and Behavior
- The microphone is available while the conversation is taking place with the Virtual Assistant.
- Dictation has a 30-second limit per message, with no minimum time required.
- If no audio is detected during dictation, the text box will remain empty, and no message will be sent.
- The time limit is preconfigured and cannot be modified from the interface.
✍ User recommendations
- Speak clearly and at a normal pace.
- Try to be in an environment with minimal background noise.
- Review the text before sending it, especially for long messages or those containing important information.
Check out the example in the video below: